Putting analytics to work

exony-logo-lgBLOG: By Doug Webster, Chief Technology Officer and Co-founder, Exony: Every contact center is different and it’s only by analyzing calls in-depth that a true picture of what is happening can be revealed. We have built our VIM-X platform to capture every last detail. However, it’s the ability to put the information to use that’s key. This is why we provide easy to use reports that allow businesses to drill up and down, with the ability to act on the data presented in user friendly Web 2.0 gadgets.

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Video engagement for customer service: Do’s and Don’ts

BLOG: Amazon® Mayday™ has popularised video help, but what are the best practices for success? If you watch primetime TV in the UK, you’re more than likely to know Amy. She’s friendly, knowledgeable, has a soft Irish accent, and is always available to help. In a series of Amazon Kindle™ ads, we see Amy help out a busy family man and stop him from looking like a technology ignoramus when his trendy friends are over to watch the footie. Continue reading Video engagement for customer service: Do’s and Don’ts

Unleash business value from next-generation chat: 6-step approach

BLOG: Savvy businesses have successfully used web collaboration tools such as chat and cobrowse to attract, win, and keep customers. However these tools pay off only if you leverage best practices from selection to deployment and continuous improvement. Here’s a six-step plan to get it right. Continue reading Unleash business value from next-generation chat: 6-step approach

NTT Communications Selects Genesys Customer Experience Platform for New Cloud-Based Contact Center Service

Geneys_logoPRESS RELEASE: Genesys announced that the company has recently entered into a partnership agreement with NTT Communications Corporation (Chiyoda-ku, Tokyo; President & CEO: Akira Arima) to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications launched on May 2nd, 2014. Continue reading NTT Communications Selects Genesys Customer Experience Platform for New Cloud-Based Contact Center Service

Mitel Puts Customers First in Portfolio Update Following Aastra Merger

PRESS RELEASE: Mitel®, a global leader in business communications, today provided an update on product portfolio integration following its merger with Aastra. The strategy focuses on a powerful global portfolio that is designed to address the requirements of regional markets, protects the investment of existing customers and delivers a common desktop communications experience, with a clear migration path to cloud communications. Continue reading Mitel Puts Customers First in Portfolio Update Following Aastra Merger

Medallia Native Text Analytics Solution Now Available in 39 Languages

Medallia®, the global leader in SaaS Customer Experience Management (CEM) solutions, is adding expansive new native multi-lingual capabilities to Medallia Text Analytics, a key part of its CEM platform. These new capabilities allow businesses to analyze customer issues found in unstructured data in 39 languages, bringing the voice of the customer into a company’s daily business decisions everywhere the company operates. Continue reading Medallia Native Text Analytics Solution Now Available in 39 Languages

New Frontier Group and Vocalcom Announce Global Partnership for Distribution of Advanced Cloud Based Customer Interaction Solutions

PRESS RELEASE: Vocalcom, leading provider of multi-channel contact center software and New Frontier Group, a leading IT solution company in CEE & beyond, today announced a partnership aiming to bring the Vocalcom’s Effortless Contact Center™ solution to Central and Eastern Europe (CEE) and Commonwealth of Independent States (CIS) regions. Continue reading New Frontier Group and Vocalcom Announce Global Partnership for Distribution of Advanced Cloud Based Customer Interaction Solutions

Aspect Software Welcomes Laura Clayton McDonnell As Senior Vice President of North American Sales

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back office and award-winning cloud solutions, today announced the appointment of Laura Clayton McDonnell to senior vice president of North American sales. Clayton McDonnell, a technology industry veteran, is tasked with driving growth in Aspect’s fundamental sales agenda for the company’s SaaS, cloud, hybrid, and on-premise customer experience solutions. Continue reading Aspect Software Welcomes Laura Clayton McDonnell As Senior Vice President of North American Sales

Fonality Issued Patent for Presence Management Technology Used in its Heads Up Display Tool

PRESS RELEASE: Fonality, the innovative provider of business phone systems and integrated communications solutions designed to reduce the friction that slows business momentum, today announced that it has been issued a U.S. patent for the centralized presence management of local and remote users used in its popular Heads Up Display application. Continue reading Fonality Issued Patent for Presence Management Technology Used in its Heads Up Display Tool