The End of the Customer Service Run-around: Journey Optimization Reduces Headaches for Both Companies and Customers

PRESS RELEASE: NICE Systems announced the beginning of the end for the customer service run-around. With today’s announcement of the NICE Customer Journey Optimization solution, customers can now enjoy a personalized experience with much less effort, while organizations gain transparency to the customer experience across different channels and touch points – allowing them to reduce customer effort, increase customer loyalty, operate more efficiently, and maximize revenue opportunities. Continue reading The End of the Customer Service Run-around: Journey Optimization Reduces Headaches for Both Companies and Customers

Pegasystems Acquires Collaboration and Co-Browsing Provider Firefly

PRESS RELEASE: Pegasystems Inc., the software company powering the digital enterprise with Better Business Software® announced it has entered into a definitive agreement to acquire Profeatable Corporation, the provider of Firefly co-browsing technology, based in Philadelphia, Pennsylvania. The transaction is expected to close early in the third quarter. Terms of the deal were not disclosed. Continue reading Pegasystems Acquires Collaboration and Co-Browsing Provider Firefly

Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments

Geneys_logoPRESS RELEASE: Genesys introduces Genesys Guru, a new portfolio of cloud-based expert services that help customers realize the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimization (WFO). Genesys Guru offers customers expert services to identify, analyze and optimize business processes and workforce issues that may jeopardize their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments. Continue reading Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments

Rant & Rave named as a Little British Battler

PRESS RELEASE: West Midlands based customer engagement company, Rant & Rave, has been selected as one of the UK’s top tech businesses – and recognised as a ‘Little British Battler’. Organised by the leading independent industry analyst firm, TechMarketView, the company was one of just 12 UK-based software companies to be given the accolade. Continue reading Rant & Rave named as a Little British Battler

Telefónica Selects Amdocs Products and Services for Quad-Play Transformation in Chile and Peru

PRESS RELEASE: Amdocs, the leading provider of customer experience systems and services announced that Telefónica, one of the world’s leading service providers with more than 313 million customers across Latin America and Europe, has selected Amdocs for transformation projects in Chile and Peru. By modernizing and standardizing Telefónica’s business support systems (BSS) on Amdocs software, Telefónica subscribers in these countries will be able to move seamlessly between all customer interaction channels, whether self-service or agent assisted, via the Web, call center or at the retail store, across its entire quad-play offering – wireline, wireless, Internet and TV. Continue reading Telefónica Selects Amdocs Products and Services for Quad-Play Transformation in Chile and Peru

CaféX Communications to Receive New Product Innovation Award from Frost & Sullivan

CaféX, a leading provider of real-time engagement solutions for mobile and web platforms, today announced that the company will receive Frost & Sullivan’s 2014 North American New Product Innovation Award in Mobile and Web Customer Engagement Solutions. The presentation will take place at the Frost & Sullivan Awards Banquet, scheduled for July 15 in Boston. Continue reading CaféX Communications to Receive New Product Innovation Award from Frost & Sullivan

Mitel Positioned in Challengers Quadrant in Latest Gartner Magic Quadrant for Contact Center Infrastructure

PRESS RELEASE: Mitel®, a global leader in business communications announced it has been positioned by Gartner, Inc. in the Challengers quadrant of the latest Magic Quadrant for Contact Center Infrastructure. This follows Mitel’s merger with Aastra and the acquisition of contact center companies OAISYS and praireFyre, reflecting the company’s strategic initiatives to invest and expand in the contact center. Continue reading Mitel Positioned in Challengers Quadrant in Latest Gartner Magic Quadrant for Contact Center Infrastructure

Leader in Healthcare Education Services Selects Award-Winning inContact Outbound Cloud Contact Center Solution

PRESS RELEASE: inContact, Inc., the leading provider of cloud contact centre software and contact center agent optimization tools, today announces a leader in professional education and training is moving to the cloud and implementing inContact’s award winning Personal Connection™ Outbound Solution in order to improve customer service efficiency. Personal Connection enables agents to seamlessly connect with prospective students without the typical delay caused by outdated dialer technology. Continue reading Leader in Healthcare Education Services Selects Award-Winning inContact Outbound Cloud Contact Center Solution