Joint Verint-KANA Cloud-Based Solution Extends Customer Engagement Optimization Portfolio

PRESS RELEASE: Verint® Systems Inc. launched Verint Engagement Analytics™, a new offering that provides Actionable Intelligence® surrounding the journeys customers take across the rapidly expanding array of channels they use to connect to companies. Verint Engagement Analytics is a cloud-based software and services offering that delivers an unprecedented analytics experience through dynamic dashboards, advanced data visualization tools and sophisticated engagement capabilities. Continue reading Joint Verint-KANA Cloud-Based Solution Extends Customer Engagement Optimization Portfolio

Lithium Helps Canon USA Increase Customer Loyalty

PRESS RELEASE: Lithium Technologies announced that the Canon community powered by Lithium has received over 5 million page views since its launch and registration continues to grow at an average of over one thousand new registrations each month. Lithium Communities help brands improve customer relationships by building trusted content that they own. Continue reading Lithium Helps Canon USA Increase Customer Loyalty

Text analytics across social, web chat, email and instant messaging

PRESS RELEASE: mplsystems, the UK-based multi-channel customer contact technology specialist, has launched intelligentResponse – a powerful new automated response solution to help contact centres handle the anticipated flood of incoming text messages resulting from the growth in mobile apps, social media, web chat, email and Visual IVR channels – delivering enhanced service quality without increasing staff levels. Continue reading Text analytics across social, web chat, email and instant messaging

SYNETY Announces Release of New Technology, CloudCall Campaigns

PRESS RELEASE: CloudCall Campaigns is a communications solution that can be used for managing inbound calls and automating outbound call campaigns. The solution is available as an enhancement to CloudCall Contact Centre and will provide customers with the opportunity to greatly increase their productivity and sales activity. Continue reading SYNETY Announces Release of New Technology, CloudCall Campaigns

Research reveals growing concern about fraud threat to multichannel and online retailers

PRESS RELEASE: A new Transactis-Retail Knowledge survey of leading loss prevention professionals shows that 88% see retailers placing a greater focus on fraudulent goods lost in transit (GLIT) claims than they were two years ago, and the same proportion view returns fraud as a similar or greater risk. The research also indicates that lost deliveries and returns fraud is no isolated problem: 81% of the experts surveyed see a correlation between GLIT and other types of loss, while 94% see a link between any opportunist fraud and other types of fraudulent activity. Continue reading Research reveals growing concern about fraud threat to multichannel and online retailers