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

Capitalizing on Social Media for Effective Customer Support

BLOG: Providing customer service via social media is an evolving trend today as digitally empowered consumers are becoming socially savvy and increasingly using social media to review, research products, and engage with companies. A study by Nielsen found that social networks and blogs are the fourth most popular online activity following search, portals and PC software. Users actively leverage this platform to share their customer experiences. Continue reading Capitalizing on Social Media for Effective Customer Support