Aspect Software announces agent experience enhancements to Zipwire, the company’s cloud contact centre solution

PRESS RELEASE: Aspect Software announced significant customer and agent experience enhancements to Zipwire, the company’s 100% cloud contact centre solution. The enhancements improve customers’ ability to engage on a variety of communication channels and the new Agent Desktop features greatly improve agent interactions by helping to create better efficiency, productivity and performance. Continue reading Aspect Software announces agent experience enhancements to Zipwire, the company’s cloud contact centre solution

Semafone provides The Caravan Club with new software to secure contact centre payments

PRESS RELEASE: Semafone® has announced that The Caravan Club, who represent the interests of over one million caravanners, motorhomers and trailer tent owners across the UK, has implemented its secure voice payment software to protect and secure telephone payments. The solution, hosted by Gamma, enhances payment card security and descopes The Caravan Club contact centre from Payment Card Industry Data Security Standard (PCI DSS) regulations. Continue reading Semafone provides The Caravan Club with new software to secure contact centre payments

Bright Pattern’s Omnichannel Call Center Platform Adds WeChat Functionality for Customers

PRESS RELEASE: Bright Pattern announced that it has added WeChat, a leading social messenger, with 600 million monthly active users, to its omnichannel call center platform for customer service. Now Bright Pattern’s customers can engage their customers via WeChat to provide customer service. The addition of WeChat complements Bright Pattern’s current channel offerings including voice, text, SMS, e-mail and video. Continue reading Bright Pattern’s Omnichannel Call Center Platform Adds WeChat Functionality for Customers

Conversocial releases new social customer service features

PRESS RELEASE: Conversocial has released new features in its enterprise social customer service platform to help companies can resolve complex customer issues over social media, and scale ‘in the moment’ engagement. Available immediately, the new features blend contact centre principles and processes with the dynamics of engaging on social media. Continue reading Conversocial releases new social customer service features

inContact Announces Latest Update of inContact Agent for Salesforce on the Salesforce AppExchange, the World’s Leading Enterprise Apps Marketplace

PRESS RELEASE: inContact announced it has launched an updated version of inContact Agent for Salesforce on the Salesforce AppExchange, empowering businesses to connect with customers, partners and employees in a whole new way. inContact’s Agent for Salesforce v3.0 now supports the email and voicemail channel, native Salesforce case routing, Personal Connection™ “no-pause” automated outbound dialing, and embedded agent user interface that provides access to all channels. Continue reading inContact Announces Latest Update of inContact Agent for Salesforce on the Salesforce AppExchange, the World’s Leading Enterprise Apps Marketplace