Net Promoter Score (NPS) vs Customer Effort Score (CES)

BLOG: Numerous methods of evaluation and metrics have been used to assess customer behaviour, including tactical measures such as satisfaction, resolution and more strategic assessments such as NPS (net promoter score). NPS has, over the last decade, become the customer experience metric of choice in the industry. Continue reading Net Promoter Score (NPS) vs Customer Effort Score (CES)

Pindrop Security Expands to United Kingdom

PRESS RELEASE: Pindrop Security, the pioneer in phone fraud prevention and call center authentication for banks and enterprise call centers, today announced that it is now doing business in the United Kingdom. Pindrop will officially launch their UK presence with an event on June 12 at the U.S. Embassy in London. The event will feature a presentation from Avivah Litan, Gartner Vice President and Distinguished Analyst, as well as Pindrop Security co-founder and CEO Vijay Balasubramaniyan. Continue reading Pindrop Security Expands to United Kingdom

Sports Endeavors Teams Up With Moxie To Engage Global Sports Fans

Moxie Software, Inc. announced that Sports Endeavors, Inc., the world’s largest soccer specialty retailer, has selected Moxie™ to engage fans across the entire customer journey, supporting them with sales and service inquiries. Sports Endeavors is a retail market leader selling soccer, rugby and lacrosse items to players and fans. Continue reading Sports Endeavors Teams Up With Moxie To Engage Global Sports Fans

SDL Language Cloud Breaks Down Barriers to Effective Global Communication

PRESS RELEASE: SDL introduced SDL Language Cloud™, a cloud translation platform that empowers organisations to easily communicate across languages and engage global customers. As an essential component of SDL Customer Experience Cloud, the platform will simplify translation and global communication for businesses of all sizes by providing direct access to language capabilities from within their customer experience ecosystem. Continue reading SDL Language Cloud Breaks Down Barriers to Effective Global Communication

Altitude Software Solution for Sao Paulo Subway Social Services Wins Best Multichannel Strategy Award

AS LogoPRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, announced today it has received the Best Multichannel Strategy Award at the CIC Brazil Awards, for the Altitude uCI solution implemented at Metrus – São Paulo Subway Social Services. Continue reading Altitude Software Solution for Sao Paulo Subway Social Services Wins Best Multichannel Strategy Award

IntelliResponse Named Winner of 2014 Call Center Week Excellence Award for “Best Technology Solution Provider”

PRESS RELEASE: IntelliResponse, provider of the most widely deployed enterprise virtual agent technology, is pleased to announce that IQPC has selected IntelliResponse as the winner of the Call Center Week Excellence Award for “Best Technology Solution Provider”. Continue reading IntelliResponse Named Winner of 2014 Call Center Week Excellence Award for “Best Technology Solution Provider”

HigherGround Chooses CallMiner to Provide Market Leading Speech Analytics Solutions to Customers

PRESS RELEASE: HigherGround, Inc., a leading performance monitoring and agent evaluation provider for contact centers and CallMiner, the market leader in speech and voice of the customer analytics solutions, today announced a new partnership.Through the alliance, HigherGround customers and prospects will be provided the addition of insightful and powerful speech analytics to the existing HigherGround solution, Calibre. Continue reading HigherGround Chooses CallMiner to Provide Market Leading Speech Analytics Solutions to Customers

LiveOps Selected by AlwaysOn as an OnDemand 100 Winner

PRESS RELEASE: LiveOps announced that it has been chosen by AlwaysOn as one of the OnDemand Top 100 winners. Inclusion in the OnDemand 100 signifies leadership amongst its peers and game-changing approaches and technologies that are likely to disrupt existing markets and entrenched players. LiveOps was specifically selected by the AlwaysOn editorial team and industry experts spanning the globe based on a set of five criteria: innovation, market potential, commercialization, stakeholder value and media buzz. Continue reading LiveOps Selected by AlwaysOn as an OnDemand 100 Winner