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