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

Avaya and T-Systems Expand Relationship to Deliver Contact Center as a Service to Businesses across Europe

PRESS RELEASE: Avaya, a leading global provider of business communications and collaboration solutions and services, today announced an expansion of its relationship with T-Systems to offer Contact Center as a Service (CCaaS) to meet the growing demand from businesses for customer experience management solutions from the cloud. Continue reading Avaya and T-Systems Expand Relationship to Deliver Contact Center as a Service to Businesses across Europe

Artificial Solutions Delivers Home Help to Bosch Home Appliances

PRESS RELEASE: Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that Bosch Home Appliances is using the Teneo™ platform to develop its intelligent online service assistant. Continue reading Artificial Solutions Delivers Home Help to Bosch Home Appliances

Star2Star Announces StarCenter Call Center Enhancements

PRESS RELEASE: Star2Star Communications, makers of the World’s Most Scalable Cloud Communications Solution, announced the release of StarCenter™ SMART (StarCenter Monitoring Alerting & Reporting Tool) and other new features for their advanced call center solution. StarCenter™ SMART is the intelligent way to monitor inbound call center business rules and is designed to improve call center management. Continue reading Star2Star Announces StarCenter Call Center Enhancements

CallMiner Customers Win Speech Analytics Implementation Awards

PRESS RELEASE: CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, announced that two of its customers, Nautilus and State Collection Service, have won Implementation Awards from Speech Technology Magazine. Both companies were recognized for their ability to use speech analytics to improve agent productivity, customer service, and the bottom line. Continue reading CallMiner Customers Win Speech Analytics Implementation Awards

Fortune 100 Global Services Company Selects Five9 to Power its Contact Centre

PRESS RELEASE: Five9, a leading provider of cloud contact centre software, today announced that a Fortune 100 services company is moving more than 500 contact centre agents off of its legacy on-premise solution and on to the Five9 cloud software platform. Continue reading Fortune 100 Global Services Company Selects Five9 to Power its Contact Centre