Consilium Software Launches UniAgent™ on Salesforce1 AppExchange, the World’s Leading Business Apps Marketplace

PRESS RELEASE: Consilium Software today announced it has launched UniAgent™ on Salesforce1 AppExchange, empowering businesses to connect with customers, partners and employees in a whole new way. The Consilium UniAgent™ provides pre-packaged integrations between Salesforce and leading contact centre and unified communications platforms. The Consilium UniAgent™ soft phone is embedded within the Salesforce user interface, providing automated workflows, presence- based tools and real-time performance indicators. Continue reading Consilium Software Launches UniAgent™ on Salesforce1 AppExchange, the World’s Leading Business Apps Marketplace

Mattersight Announces Altivon as a New Channel Partner

PRESS RELEASE: Mattersight Corporation, a leading provider of enterprise analytics, today announced that it has partnered Altivon, an Interactive Intelligence partner focused on designing, implementing, and supporting contact center solutions, to resell its Predictive Behavioral Routing solution. Mattersight® Predictive Behavioral Routing matches customer calls with the best available contact center agent based upon communication preferences, personality, and other behavioral characteristics. Continue reading Mattersight Announces Altivon as a New Channel Partner

Unify Accelerates Transformation to Software and Services Company

PRESS RELEASE: Unify today disclosed the next steps in its continued transformation to adapt to the changing unified communications marketplace and the demands of today’s customers for a more software-oriented portfolio. This transformation is designed to enable Unify to measurably improve the productivity of customers through software solutions and services, an enhanced partner approach, and a significantly streamlined organisation. Continue reading Unify Accelerates Transformation to Software and Services Company

Amdocs Enterprise Payment Processing Enables MetroPCS to Improve Customer Experience via Optimizing Electronic Payment Options

PRESS RELEASE: Amdocs, the leading provider of customer experience systems and services, today announced that MetroPCS®, a flagship brand of T-Mobile US, has deployed the Amdocs Enterprise Payment Processing solution. The solution, which has already been deployed and achieving strong results, is part of a strategic multi-year agreement to enable MetroPCS to enhance and optimize its customers’ electronic payment options, while reducing the operational costs associated with customer payments. Continue reading Amdocs Enterprise Payment Processing Enables MetroPCS to Improve Customer Experience via Optimizing Electronic Payment Options

30% of Retailers Admit That Their Customer Experience Improvement Programmes Aren’t Effective

PRESS RELEASE: In an era when retailers have to deal with multiple channels – call centre, web, mobile and physical stores – 49% of consumers confirm the option of being able to visit a physical store to preview items and/or make a purchase is important to them. With 89% of retailers confirming that companies stand and fall on the customer experience they deliver, retailers have confirmed that they are struggling to realise the anticipated benefits of their customer experience improvement programmes with almost 30% confirming their plans aren’t working as hoped. Continue reading 30% of Retailers Admit That Their Customer Experience Improvement Programmes Aren’t Effective