Salesforce Unveils Service Cloud Intelligence Engine—Fueling Smarter Customer Service for the Connected World

PRESS RELEASE: Salesforce, the Customer Success Platform and world’s #1 CRM company unveiled Salesforce Service Cloud Intelligence Engine—an added layer of intelligence in the Service Cloud that fuels smarter customer service with data science. Everything is getting smarter—self-driving cars, thermostats that learn optimal temperature settings and fitness trackers that monitor heart rates—leading to a world where more than 75 billion connected devices empower consumers to connect and engage like never before. Continue reading Salesforce Unveils Service Cloud Intelligence Engine—Fueling Smarter Customer Service for the Connected World

Teliqo Director UC application unlocks the power of direct hosted telephony on desktop PCs, laptops, tablets and smartphones

PRESS RELEASE: Teliqo, the direct hosted telephony service provider, has extended its customisable telephony service with the launch of its Teliqo Director Unified Communications (UC) application. Teliqo Director runs on desktop PCs and laptops to bring the full power and flexibility of UC-enabled hosted telephony to whatever device customers are using. It will shortly be launched on tablets and smartphones. Continue reading Teliqo Director UC application unlocks the power of direct hosted telephony on desktop PCs, laptops, tablets and smartphones

CRM Partners enters the United Kingdom

PRESS RELEASE: CRM Partners, a specialist in customer engagement and implementing the Microsoft Dynamics CRM platform, is expanding into the United Kingdom. This expansion is a major step forward in the company’s international growth strategy. By entering the UK market, CRM Partners can expand its services, and better serve its current customers which operate internationally. Continue reading CRM Partners enters the United Kingdom

Queensland’s Policelink Wins KANA Award for Customer Contact Centre Experience Innovation

PRESS RELEASE: KANA® Software, A Verint® Company announced that Policelink—a division of the Queensland Police Service—has been presented with its “Channel Shift Champion” award, recognising customer engagement impact the organisation achieved by introducing new digital customer service channels. The KANA Enterprise customer service solution, used by organizations globally to help transform their customer engagement initiatives, was deployed to transform the Policelink contact centre into a multichannel contact centre environment with an option for the public to report incidents online. Continue reading Queensland’s Policelink Wins KANA Award for Customer Contact Centre Experience Innovation

VoxImplant Adds Full WebRTC Support to Its Android and iOS SDKs for Voice- and Video-Enabling Mobile Apps

PRESS RELEASE: VoxImplant, a communications cloud platform built specifically for mobile and web app developers announced full WebRTC support in the newest versions of its Android SDK and iOS SDK. The updated SDKs, which enable audio and video calls on mobile devices, are now compatible with the WebRTC standard to allow any mobile app to communicate with WebRTC-enabled browsers, including Google Chrome, Mozilla Firefox, Opera, and, when available, Microsoft Spartan. Continue reading VoxImplant Adds Full WebRTC Support to Its Android and iOS SDKs for Voice- and Video-Enabling Mobile Apps

Rosetta Launches ‘Nexus’ Engine Powered By Adobe Marketing Cloud

PRESS RELEASE: Razorfish Global customer engagement agency Rosetta at Adobe Summit launched an Adobe Marketing Cloud-powered version of its Nexus Engine, a Publicis Groupe Always On solution. Originally launched more than five years ago, the Nexus Engine drives next-generation customer engagement through a combination of insights, personalization and contextually relevant, branded experiences deployed across the entire customer journey at enterprise scale. Continue reading Rosetta Launches ‘Nexus’ Engine Powered By Adobe Marketing Cloud

Coveo Announces New Connectors to Unify Customer Information in Cloud and On-Premise Systems

PRESS RELEASE: Coveo announced the availability of several new and version-update Connectors for its leading Enterprise Search Platform. The Coveo Connectors further expand the opportunity for support organizations to leverage all of the rich, customer-relevant knowledge and information fragmented among multiple cloud and enterprise applications. Continue reading Coveo Announces New Connectors to Unify Customer Information in Cloud and On-Premise Systems

Engaged employees lead to happy customers shows a new report from Orange Silicon Valley

PRESS RELEASE: A new report from Orange Silicon Valley entitled “Who Cares? Transforming the Connection with Customers” shows that companies need to change the way they view customer and employee engagement, retention, and promotion. The report explores the changing digital landscape and how companies can foster valuable relationships with their customers, by providing employees with the tools and resources necessary to generate more positive experiences. Continue reading Engaged employees lead to happy customers shows a new report from Orange Silicon Valley

A seamless connection between Back Office and front line is essential for first class customer service

PRESS RELEASE: The Back Office fulfils a wide variety of often-complex administrative processes and is essential to meeting customer expectations, service level targets, quality and efficiency goals, and compliance obligations. Continue reading A seamless connection between Back Office and front line is essential for first class customer service