Contact Centre as a Service: Getting started with Social Customer Service

BLOG: Klaas van der Leest, Managing Director, Intelecom UK Ltd, shares his top five tips for successful social media customer service in contact centres.

Love it or loath it, social media is here to stay. Customers enjoy the immediacy of using IM, Twitter or Facebook to share information and ideas. People expect to interact using their PCs, tablets, mobile phones and other personal electronic devices. Continue reading Contact Centre as a Service: Getting started with Social Customer Service

Verint Recognized for Leadership in Customer Engagement, Workforce Optimization and Product Innovation

PRESS RELEASE: Verint® Systems Inc. announced that it has received analyst recognition for its growth across global markets and market share leadership in workforce optimization (WFO). This is in addition to awards received for its customer experience initiative, desktop and process analytics software, and customer service solutions from KANA®, A Verint Company. Continue reading Verint Recognized for Leadership in Customer Engagement, Workforce Optimization and Product Innovation

Citrix Unveils New Version of Market Leading Third-Generation Unified Platform for Application and Desktop Virtualization

PRESS RELEASE: Citrix announced new releases of XenApp and XenDesktop, extending its market and technology leadership in application and desktop virtualization and in business-ready workspaces. XenApp and XenDesktop 7.6 deliver an unmatched user experience with instant app access, and virtually eliminate the costs of ensuring storage performance. The new releases set a new industry standard for security, and include many new capabilities that can be integrated seamlessly into existing Citrix environments without disruption. Continue reading Citrix Unveils New Version of Market Leading Third-Generation Unified Platform for Application and Desktop Virtualization

ECT Provides Next-Generation Intelligent Network for Multi-Channel Cloud Contact Center Services and Contact Center Seats on Demand

PRESS RELEASE: ECT (European Computer Telecoms AG), vendor of complete solutions for value-added services in the voice and multimedia domain, won a multi-million Euro tender to deliver their INtellECT® Next-Generation Intelligent Network and effECTive® Network-Based Contact Center to a new provider of cloud call center services, including on-demand agent seats. Continue reading ECT Provides Next-Generation Intelligent Network for Multi-Channel Cloud Contact Center Services and Contact Center Seats on Demand

Interactive Intelligence Campaign Efforts Help Donate More Than 500 Goats to Impoverished Communities

PRESS RELEASE: Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, in partnership with Oxfam, has helped donate 524 goats to impoverished communities worldwide. Continue reading Interactive Intelligence Campaign Efforts Help Donate More Than 500 Goats to Impoverished Communities

Interactive Intelligence driving the customer service experience for The Car Finance Company

PRESS RELEASE: One of the UK’s leading alternative finance providers, the Car Finance Company, has selected Interactive Intelligence’s Customer Interaction Centre™ (CIC) to support its customer service operation. The diverse all-in-one solution is being deployed from the Interactive Intelligence, Communications as a Service (CaaS), or cloud platform. Continue reading Interactive Intelligence driving the customer service experience for The Car Finance Company

Adtech Global Expands Verint Workforce Optimization Suite in the Cloud via Stratx

PRESS RELEASE: Adtech Global announced it is enhancing  existing cloud-based version of Workforce Optimization (WFO) technology from Verint® Systems Inc, named StratxTM (strat-ix). StratxTM, formerly known as SKY, is the Adtech Global solution that enables contact centers to host WFO applications in a cloud environment while still controlling their own ACD/PBX. Adtech Global launched this managed service in the spring of 2013 with an initial set of Verint WFO functionality. Under this announcement, StratxTM now includes Speech Analytics, Text Analytics and Customer Feedback software as part of the SaaS environment. Continue reading Adtech Global Expands Verint Workforce Optimization Suite in the Cloud via Stratx