Zendesk Simplifies Phone Support with New Voice Offering

PRESS RELEASE: Zendesk announced general availability of Advanced Voice, a significantly enhanced version of its phone support offering, embedded directly into Zendesk’s cloud-based contact centre. Companies can set up Zendesk phone support in minutes without purchasing any extra equipment, and can make or take calls from the same multichannel environment in which they manage all other support channels. Continue reading Zendesk Simplifies Phone Support with New Voice Offering

IOVOX Brings Powerful, Affordable Telephone Analytics to Small and Medium Businesses

PRESS RELEASE: IOVOX announced the availability of its call tracking and analytics solution for small- and medium-sized businesses (SMBs). With IOVOX, SMBs can utilize the same powerful tools used by large global brands to understand in real time the effectiveness of their advertising and the efficiency of their call handling. Continue reading IOVOX Brings Powerful, Affordable Telephone Analytics to Small and Medium Businesses

Nu Echo announces the release of the NuBot platform 3.12: Performance testing innovation designed for telephony infrastructure and contact centers

PRESS RELEASE: Nu Echo, leading solutions developer and professional services organisation specializing in the enterprise level contact center market announced the release of NuBot platform 3.12, its proprietary performance testing platform. On the market since 2010, NuBot allows organizations to evaluate the true performance of their telephony infrastructure and contact centers from end-to-end. Continue reading Nu Echo announces the release of the NuBot platform 3.12: Performance testing innovation designed for telephony infrastructure and contact centers

Zappix Announces Voice-activated Visual IVR

PRESS RELEASE: Zappix announced that its software suite platform now supports voice-enabled commands for integrating Visual IVR prompts. This new voice capability provides a better,smoother Visual IVR experience. Users can now search for problem solutions and make channel choicesaudibly while receiving visual prompts on their SmartPhone. Continue reading Zappix Announces Voice-activated Visual IVR

U.S.-Based Energy Company Expands Use of Verint Customer Engagement Optimization Solutions

PRESS RELEASE: Verint® announced that a U.S.-based energy company has extended its use of Verint Customer Engagement Optimization™ solutions. Having added the company’s advanced speech analytics to its customer service environment, the energy supplier has enhanced the customer experience, improved customer loyalty and increased retention. Continue reading U.S.-Based Energy Company Expands Use of Verint Customer Engagement Optimization Solutions

Mattersight Announces New Hires to Accelerate Growth

PRESS RELEASE: Mattersight Corporation announced that it has expanded the company’s leadership team with several key hires. Brian Study joins the company as Chief Customer Officer, Marcel Korst joins as VP of Product Marketing, Gregg Carman joins as SVP of Sales and Matt Heller joins as VP of Sales. With these new additions, Mattersight continues to prioritize investment in new logo acquisition, customer success and product delivery. Continue reading Mattersight Announces New Hires to Accelerate Growth

Humach Expands Its Leadership Team with Senior Vice President of Business Development John Thielen

PRESS RELEASE: Humach (human + machine) is revolutionizing the way businesses engage, acquire and support their customers by combining the creativity and experience of humans with analytics and automation of machines. To that end, it continues to build out its leadership team, bringing on John Thielen as senior vice president of business development. Continue reading Humach Expands Its Leadership Team with Senior Vice President of Business Development John Thielen