LiveOps Continues to Elevate the Customer Experience with LiveOps Visual and LiveOps Visual Advantage

PRESS RELEASE: LiveOps, Inc., announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, Powered by Glance Networks, the leading provider of visual engagement. LiveOps Visual, a standalone co-browsing and screen-sharing solution, and LiveOps Visual Advantage, integrated with the Salesforce desktop, blend visual engagement with voice, chat and mobile capabilities for a true multichannel customer experience that helps deliver results the first time customers contact a brand. Continue reading LiveOps Continues to Elevate the Customer Experience with LiveOps Visual and LiveOps Visual Advantage

New Mobile Leaderboard App from SPLICE Supercharges Employee Engagement with Enhanced Gamification Strategy

PRESS RELEASE: SPLICE Software, an industry leader in the customer experience sector, has released the latest version of the company’s Mobile Leaderboard, a gamification solution that helps businesses achieve higher levels of employee engagement through friendly competition between employees. An earlier version originally debuted at the LAUNCH Festival in San Francisco in February, where it received an enthusiastic reception. The new version enhances security, interface capabilities and data visualization. Continue reading New Mobile Leaderboard App from SPLICE Supercharges Employee Engagement with Enhanced Gamification Strategy

Volkswagen Financial Services Selects Aptean to Enhance Customer Service Processes

PRESS RELEASE: Volkswagen Financial Services (VWFS) UK has selected Aptean’s Respond Complaints Management solution to support customer feedback processes and improve the overall customer experience. Aptean’s Respond leverages customer feedback to identify possible issues, speed case resolution and generate insightful feedback to drive product, service and process improvements. Continue reading Volkswagen Financial Services Selects Aptean to Enhance Customer Service Processes

Fonality Channel Partner Program Recognized as Finalist in the 2014 INTERNET TELEPHONY Channel Program Excellence Awards

PRESS RELEASE: Fonality, the innovative provider of business phone systems and integrated communications solutions, announced today its “No Bull” partner program was named a Unified Communications finalist in the 2014 INTERNET TELEPHONY Channel Program Excellence Award presented by TMC’s INTERNET TELEPHONY magazine. Continue reading Fonality Channel Partner Program Recognized as Finalist in the 2014 INTERNET TELEPHONY Channel Program Excellence Awards

64% of companies failing to connect customer experience and employee engagement

PRESS RELEASE: Despite customer experience (CX) and employee engagement (EE) regularly leading lists of CEO priorities, nearly two thirds (64%) of organisations are failing to integrate feedback across the two areas, according to research carried by QuestBack, the global leader in enterprise feedback management (EFM). The 2014 QuestBack Enterprise Feedback Study found that just 36% of companies wholly or partially integrate data from their customer experience and employee engagement programmes. A further 26% aim to launch integration initiatives over the next 18 months, but 38% have no plans to connect the two disciplines.  Continue reading 64% of companies failing to connect customer experience and employee engagement