Brand Embassy launches platform to help big brands meet demand for social customer service

PRESS RELEASE: Brand Embassy, an award winning digital customer service technology firm, announced the launch of their new customer service platform. Brand Embassy’s cloud-based SaaS brings digital customer service channels like Facebook, Twitter, Instagram, email, live chat and discussion forums into one interface and then uses a variety of parameters like post influence and topic to intelligently route requests to the most relevant customer service agent. Brand Embassy also announces it has already signed up Vodafone, T-Mobile and GE Money for its platform. Continue reading Brand Embassy launches platform to help big brands meet demand for social customer service

Jacada Visual IVR now available on the Interactive Intelligence MarketPlace

PRESS RELEASE: Jacada has joined the Interactive Intelligence Global Alliance Program. As a Global Alliance Partner, the Jacada Visual IVR product is now available on the Interactive Intelligence MarketPlace. Jacada Visual IVR extends the existing Interactive Intelligence Customer Interaction Center (CIC) IVR application to smart devices. Continue reading Jacada Visual IVR now available on the Interactive Intelligence MarketPlace

Upstream Works Launches New Contact Routing Capabilities for Cisco Finesse

PRESS RELEASE: Upstream Works announced the addition of Blended Queue and SLA Routing to its award winning Upstream Works for Finesse agent desktop. This added functionality enables contact centers to have fully blended agents for truly unified contact handling, and elevates omnichannel service level objectives from something that is strictly measured, to something that influences and improves how contacts are routed. Continue reading Upstream Works Launches New Contact Routing Capabilities for Cisco Finesse

Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper

PRESS RELEASE: Financial services institutions are sitting on thousands of hours of voice recordings that could hold the key to better understanding customers and improving service. However, almost 15% of organisations say they plan to make separate, expensive customer analytics investments, rather than reuse existing systems, found a new TeleWare-sponsored whitepaper released today. Continue reading Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper