Medallia Receives $50M in New Funding to Meet Growing Market Demand for Software that Makes Companies More Customer Centric

Medallia® announced an investment of $50M from Sequoia Capital. The new infusion of funds will accelerate the company’s fast growth. Since taking an initial investment from Sequoia two and a half years ago, Medallia has tripled its revenue and workforce, expanded its customer list to more than 500 brands, and completed key integrations, such as a recent one with Salesforce. Continue reading Medallia Receives $50M in New Funding to Meet Growing Market Demand for Software that Makes Companies More Customer Centric

Financial Services Company Leaves Premise Software Behind and Moves Contact Center Operations to the inContact Cloud

PRESS RELEASE: inContact announces a notable financial services provider is replacing its aging premise system in favour of the flexibility provided by the inContact cloud solution. The new customer will connect two contact centre locations with a 100% cloud platform ideal for the blended inbound and outbound service environment. Continue reading Financial Services Company Leaves Premise Software Behind and Moves Contact Center Operations to the inContact Cloud

Voxox Increases Focus on Customer Service and User Experience with Two VP Promotions

PRESS RELEASE: Voxox®, the most comprehensive cloud-based rich communication service for consumers and businesses, today announced that the company has further deepened its focus on the areas of customer service and user experience by promoting two team members to VP positions to lead and oversee growth in these departments. Chris Meyer, former director of user experience at Voxox, has been promoted to vice president of user experience. Tim Schuh, former director of customer experience, has been promoted to vice president of customer experience. Continue reading Voxox Increases Focus on Customer Service and User Experience with Two VP Promotions

CXM v5 Redefines Quality Monitoring for Contact Centers

PRESS RELEASE: With the release of version 5, CXM is re-writing the rules on contact centre workforce optimization.In the past, coaching education seminars and coaching software programs where miss-aligned. CXM streamlines the quality monitoring process and allows contact centres to adapt to new training and coaching methodologies. Continue reading CXM v5 Redefines Quality Monitoring for Contact Centers

USA: Two out of three customers would rather text you than call you

PRESS RELEASE: If you hate being put on hold for customer service, you’re not alone. A recent study conducted by Harris Interactive and commissioned by OneReach found that 81% of Americans think it’s frustrating being tied to a phone or computer to wait for customer service help. Among those who use text messaging, 64% prefer text messaging over voice to perform some kind of customer service activities. Continue reading USA: Two out of three customers would rather text you than call you