ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

PRESS RELEASE: ZOOM International announced today that its Workforce Optimization Solution for Cisco contact centers and back offices in Version 5.7 adds Video and Telepresence Recording to its offering, which captures, stores and manages video conversations so that nonverbal communication between customers and agents can be monitored and used to improve performance and customer experience. Continue reading ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

ECT Implements WebRTC Solution with Four Leading European Carriers in 2015

PRESS RELEASE: ECT (European Computer Telecoms AG) has successfully implemented its INtellECT® WebRTC solution with four leading European carriers in 2015. The WebRTC solution is integrated in existing service applications such as INtellECT® Virtual PBX, effECTive® Network-Based Contact Centers, effECTive® Number Translation Services, and effECTive® Interactive Voice Response, ready for immediate worldwide commercial launch. Continue reading ECT Implements WebRTC Solution with Four Leading European Carriers in 2015

[24]7® Files Second Patent Infringement Action Against LivePerson

[24]7 announced that it has filed a second patent infringement lawsuit against LivePerson, Inc. (LPSN). Both cases are pending before the United States District Court for the Northern District of California. In June 2015, [24]7 filed a complaint alleging that LivePerson’s products and services infringe four patents. Continue reading [24]7® Files Second Patent Infringement Action Against LivePerson

Verint Recognized for Superior Customer Experience Initiatives by CXPA

PRESS RELEASE: Verint® announced that it has been named a 2015 CX Impact Award winner. The program is sponsored by the Customer Experience Professionals Association (CXPA), a premier global non-profit organization dedicated to the advancement and cultivation of the customer experience profession. Continue reading Verint Recognized for Superior Customer Experience Initiatives by CXPA

Richard Mellor and Peter Domjen Appointed to [24]7 Leadership Team to Drive Growth of Customer Engagement Solutions in European and Asia-Pacific Markets

[24]7 announced that it has appointed Richard Mellor and Peter Domjen to its leadership team, as the global leader in customer engagement solutions expands its sales and operations internationally. Continue reading Richard Mellor and Peter Domjen Appointed to [24]7 Leadership Team to Drive Growth of Customer Engagement Solutions in European and Asia-Pacific Markets

Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition

PRESS RELEASE: Genesys, the market leader in omnichannel customer experience (CX) and contact centre solutions, today announced the acquisition of SpeechStorm, a leading provider of self-service applications for mobile, web and interactive voice recognition (IVR) channels. The Northern Ireland-based company has been a Genesys partner since 2010 and operates offices in the United Kingdom, Spain and the United States. Continue reading Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition

Sprint teams with Conversocial to become the first US telecommunications brand to introduce Messenger as part of their social care strategy

PRESS RELEASE: Conversocial, a Facebook Preferred DeveloperFacebook Marketing Partner, has teamed up with Sprint, a leading telecommunications company, to implement Messenger as a new channel for Sprint’s social care. Continue reading Sprint teams with Conversocial to become the first US telecommunications brand to introduce Messenger as part of their social care strategy

Conversocial wins contract with Ireland’s largest telecommunications company, eir

PRESS RELEASE: Conversocial has won a contract with eir. Conversocial will be used by eir’s contact center service team to manage and resolve service inquiries across Facebook, Twitter and Instagram. Conversocial replaces an existing software solution from Sprout Social. Continue reading Conversocial wins contract with Ireland’s largest telecommunications company, eir