SDL Enhances Customer Experience Cloud to Deliver the Only Global-Ready Customer Experience Suite

PRESS RELEASE: SDL launches its V2.0 SDL Customer Experience Cloud (CXC) to align with top strategic initiatives of the leading global brands. The unified suite of offerings centres on four key pillars: Digital Experience, Knowledge Center, Customer Analytics and Language to meet the needs of today’s global organizations. With these enhanced capabilities, organizations can gain more insight into customer behaviour and preferences to guide customer experience strategies, act on opportunities in real time and deliver relevant experiences in the language of the customer. Continue reading SDL Enhances Customer Experience Cloud to Deliver the Only Global-Ready Customer Experience Suite

iAdvize launches its community chat solution, Click to Community

PRESS RELEASE: According to the 2014 Connected Life study by TNS Sofres, 41% of internet users prefer to hear what other users have to say before they make a purchase. Click to Community will enable companies to transform their most savvy users into brand ambassadors by giving them the possibility to answer the questions of other users via live chat. Continue reading iAdvize launches its community chat solution, Click to Community

Grass Roots selects Sabio to deploy and support next generation Avaya communications infrastructure

PRESS RELEASE: The Grass Roots Group, the world’s leading provider of employee and customer engagement solutions, has selected Sabio to implement a next generation communications infrastructure based on a core Avaya Aura® Communications Manager platform to support its expanding international operations. Continue reading Grass Roots selects Sabio to deploy and support next generation Avaya communications infrastructure

Maintel Cloud – powered by Avaya Launches

PRESS RELEASE: Maintel, the telecoms and data managed services company, has announced its latest cloud offering, Maintel Cloud – powered by Avaya. The carrier grade service, targeted at mid-market enterprises, leverages the full capabilities of the Avaya Aura® Contact Centre and Unified Communications product suites, part of Avaya’s customer and team engagement portfolio, delivered as a secure cloud utility service. Continue reading Maintel Cloud – powered by Avaya Launches

Rant & Rave’s 5 Top Tips for Capturing the Voice of the Customer in the Contact Centre

PRESS RELEASE: Whether in-house or outsourced, many Contact Centres rely on metrics such as conversion, call handling time and completion rate in order to benchmark their performance. But they often fail to effectively measure softer outcomes to truly understand the Voice of the Customer. To help Contact Centres transform their operations, Rant & Rave has just published five Top Tips how Proactive Communication and Fast Feedback can be used to engage customers and capture their feedback, with success stories from some of their biggest clients! Continue reading Rant & Rave’s 5 Top Tips for Capturing the Voice of the Customer in the Contact Centre

Coordinated Systems, Inc. and 3CLogic Partner to Deliver Integrated WFO Solution

PRESS RELEASE: 3CLogic, delivering next generation inbound, outbound and blended cloud contact centre solutions, and Coordinated Systems, Inc. (CSI), a leader in Workforce Optimization applications announced a new partnership. The strategic collaboration is designed to help address and facilitate the ongoing needs of enterprises that require a complete contact centre solution with workforce optimization tools and the added ability to interpret and act upon Voice of the Customer (VOC) data collected during client interactions. Continue reading Coordinated Systems, Inc. and 3CLogic Partner to Deliver Integrated WFO Solution

CIO Review selects Monet Software for 20 Most Promising Contact Center Technology Solution Providers

PRESS RELEASE: CIO Review has chosen Monet Software, a leading provider of cloud-based contact center workforce optimization software, for its 20 Most Promising Contact Center Technology Solution Providers. The positioning is based on evaluation of Monet Software’s capabilities in providing cloud-based Workforce Optimization (WFO) solutions. Continue reading CIO Review selects Monet Software for 20 Most Promising Contact Center Technology Solution Providers