Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

PRESS RELEASE: When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of the latest Zendesk Benchmark report released today. Using machine learning techniques to group similar customer service operations, the research also found that support teams fall into four main types that can serve as an alternative to industry benchmarking: relationship builders, masters of complexity, late bloomers and captains of scale. Continue reading Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

Amazon and Argos top the UK retail app charts, while ‘Click and Collect’ services boom in 2014

PRESS RELEASE: UK retailers are significantly ahead of European counterparts, France and Germany, when it comes to uniting the online and in-store shopping journey. This is according to a new report from App Annie and Kantar Retail, which found UK retailers rushing to blur the lines between online and offline retail with tactics such as ‘Click and Collect’, unlockable content and barcode scanners. Continue reading Amazon and Argos top the UK retail app charts, while ‘Click and Collect’ services boom in 2014

Avaya Network Downtime and Complexity Results in Job and Revenue Loss plus Missed Business Opportunities

PRESS RELEASE: Traditional network vulnerabilities are causing more business impacts than most realise, resulting in lost revenue, growth and jobs. A poll of mid-to-large companies across Europe, commissioned by Avaya, found that 81% of IT professionals surveyed experienced network downtime caused by IT personnel making errors when configuring changes to the network core. Continue reading Avaya Network Downtime and Complexity Results in Job and Revenue Loss plus Missed Business Opportunities

Netop Updates Live Chat Software for Better Customer Communication

PRESS RELEASE: Netop released an update to Netop Live Guide, the company’s text, audio and video chat solution for customer engagement. Used by customer service and technical support teams around the world, Live Guide helps companies deliver better, faster and more personalized service with live chat. The new version provides improved communication to mobile customers and enhanced integration to ZenDesk Inc.’s leading cloud-based customer service platform. Continue reading Netop Updates Live Chat Software for Better Customer Communication

Interactive Intelligence Reports Fourth-Quarter and Full Year 2014 Financial Results

PRESS RELEASE: Interactive Intelligence Group Inc., a global provider of software and services for communications, collaboration and customer engagement, has announced financial results for the fourth quarter and full year ended Dec. 31, 2014. Continue reading Interactive Intelligence Reports Fourth-Quarter and Full Year 2014 Financial Results

8×8 Issued New Communications Patent by U.S. Patent and Trademark Office

PRESS RELEASE: 8×8, Inc., a leading provider of cloud-based unified communications and contact centre solutions announced that it has been awarded a new patent related to its communication technologies. On February 3, 2015, the U.S. Patent and Trademark Office issued United States Patent number 8,948,358 entitled “Monitoring of Personal and Business Use of Telephony Devices.” Continue reading 8×8 Issued New Communications Patent by U.S. Patent and Trademark Office

Inference Solutions integrated ArmorVox Voice Biometrics into Inference Studio

PRESS RELEASE: Inference Solutions announced the integration of Auraya Systems’ ArmorVox Voice Biometrics into the Inference Studio platform. Inference Studio is a no-code, SaaS voice automation solution that allows customers to build complex voice applications in the cloud. By integrating ArmorVox into the Inference Studio platform, Inference customers are now able to confirm caller identity quickly and easily, without the need for extensive security questioning. Continue reading Inference Solutions integrated ArmorVox Voice Biometrics into Inference Studio