Genesys Cloud Contact Centre Solution Selected by Red Hat to Transform Customer Experience

Geneys_logoPRESS RELEASE: Genesys, a leading provider of customer experience and contact centre solutions, today announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer experience in the cloud and continue providing reliable and high-performing open hybrid cloud technologies to its global customers. Continue reading Genesys Cloud Contact Centre Solution Selected by Red Hat to Transform Customer Experience

Companies must crack ‘social’ customer service in order to survive

PRESS RELEASE: A Forrester study*, commissioned by the leading social customer service platform Conversocial, has revealed a lack of ownership and understanding of social media within organisations that could see brands fall behind in the overall customer service stakes. Over half (67%) of companies interviewed believed that social customer service is growing in importance and the most pressing short-term priority for contact centres in the US and UK. Continue reading Companies must crack ‘social’ customer service in order to survive

Leading European health and dietary products retailer selects mplsystems customer engagement solution

PRESS RELEASE: SENSILAB, one of Central & Eastern Europe’s leading multi-channel retailers of specialist homeopathic health and dietary products, has selected a comprehensive customer engagement technology solution from mplsystems to help deliver a unified retail experience for customers across its rapidly-growing business operations in Slovenia, Poland, Russia, Romania and Croatia. Continue reading Leading European health and dietary products retailer selects mplsystems customer engagement solution

SpeechStorm and Cyara Collaborate on Customer Experience Testing

PRESS RELEASE: Leader in mobile and voice customer service, SpeechStorm has collaborated with automated customer experience testing software provider, Cyara to develop ‘S-Connect for Cyara’. The new product leverages the power and capabilities of both SpeechStorm’s and Cyara’s respective platforms to generate customer experience test cases for Interactive Voice Response (IVR) call flows directly from SpeechStorm calls. Continue reading SpeechStorm and Cyara Collaborate on Customer Experience Testing

Altitude Software Completes a Decade in Gartner’s Magic Quadrant for Contact Center Infrastructure

AS LogoPRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, today announced it has been included by Gartner, Inc. in the “2014 Magic Quadrant for Contact Center Infrastructure”. This is the 10th consecutive year Altitude Software has been included in the report. Continue reading Altitude Software Completes a Decade in Gartner’s Magic Quadrant for Contact Center Infrastructure

Less Than 50 Download Passes Left: How To Get Started Putting Social Media Engagement At The Heart Of Customer Service

Directors’ Club Academy: Learning Resource 007

Putting Social Media Engagement At The Heart Of Customer Service

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Jimmy Jazz Drives Ecommerce Growth with NetSuite for Superior Order Management and CRM

PRESS RELEASE: NetSuite announced that Jimmy Jazz, a fast-growing multichannel retailer of fashionable urban and hip-hop inspired apparel and sneakers with 170 physical stores in the eastern U.S., has achieved outstanding ecommerce success with NetSuite’s OMX order management solution, developed by OrderMotion, a NetSuite company. Continue reading Jimmy Jazz Drives Ecommerce Growth with NetSuite for Superior Order Management and CRM

Olive win the Enterprise Converged Solution Award at the Comms Business Awards 2014

PRESS RELEASE: Olive Communications, the UK’s fastest growing business communications provider, last night won the Enterprise Convergence Solution Award at the Comms Business Awards 2014. Olive’s award winning entry was based on its work for BPP, Europe’s largest specialist professional education, training and publishing provider. Continue reading Olive win the Enterprise Converged Solution Award at the Comms Business Awards 2014

INI LaunchPort™ Optimized for LumenVox Automated Speech Recognizer

PRESS RELEASE: Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice recognition (IVR) and contact center integration software, today announced that INI LaunchPort™ now offers seamless integration with the most recent version of the LumenVox Automated Speech Recognizer (ASR). Continue reading INI LaunchPort™ Optimized for LumenVox Automated Speech Recognizer