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