Xura Enterprise: Bringing next-generation click to video, voice and instant chat to apps and web services for premium customer engagement in the financial services sector

Xura: According to Juniper Research there will be one billion mobile banking customers by 2017, with 40% of users accessing their accounts via apps on their mobile phone and yet still call and visit their branches. With more apps, services and devices to connect and communicate with than ever before, enhancing the customer journey has never been more critical for banks and financial institutions as they embrace the digital transformation, where increased convenience and a differentiated experience builds long-lasting loyalty and retention. Continue reading Xura Enterprise: Bringing next-generation click to video, voice and instant chat to apps and web services for premium customer engagement in the financial services sector

Genesys opens AppFoundry, the marketplace for customer experience solutions

PRESS RELEASE: Genesys announced at G-Force 2015 the opening of the Genesys AppFoundry – a newly available online marketplace focused on customer experience solutions. The AppFoundry will serve as a resource centre for Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs. Continue reading Genesys opens AppFoundry, the marketplace for customer experience solutions

Metaswitch Provides Completely Virtualized Business Communications Solution for Optivon

PRESS RELEASE: Metaswitch Networks, a pioneer in network functions virtualization (NFV) and a leading network software provider, today announced that Puerto Rico-based Optivon has deployed Metaswitch’s fully virtualized, integrated Business Communications solution. Continue reading Metaswitch Provides Completely Virtualized Business Communications Solution for Optivon

NewVoiceMedia Twitter competition reveals, good customer service satisfies, negative experiences linger

PRESS RELEASE: NewVoiceMedia announced the findings of its Summer Twitter competition aimed at drawing out people’s most memorable customer service experiences. The competition elicited hundreds of responses, which were 59 percent positive and 41 percent negative. In general, the warmer responses revolved around quick, personalised service, while the negative were more specific and memorable. Continue reading NewVoiceMedia Twitter competition reveals, good customer service satisfies, negative experiences linger

Nuisance calls to mobiles seriously impact customer contact industry, says Aspect

BLOG: Cold calling agencies continue to damage genuine customer service, as it was revealed earlier this week that 10 per cent of mobile phone users report receiving over 20 unwanted cold calls, with 72 per cent saying they’ve had at least one similar call on their mobile. Dave Ogden, contact centre consultant at Aspect Software, has repeatedly called for a clamp down on perpetrators to prevent them destroying the industry’s already delicate reputation. Continue reading Nuisance calls to mobiles seriously impact customer contact industry, says Aspect