LogMeIn Rescue: 5 steps to a better customer experience

BLOG: Peter Zeinoun is the director of products for LogMeIn Rescue, part of LogMeIn’s Customer Engagement Cloud. He is responsible for shaping the vision, product strategy, and overall direction of the Rescue brand, which focuses on providing technicians with an elegant, reliable, cloud-based application for delivering world-class customer service and remote support. Continue reading LogMeIn Rescue: 5 steps to a better customer experience

Saga chooses Sabio to support its business-critical customer contact centres

PRESS RELEASE: Saga, a leading provider of financial and travel products for the over 50s, has engaged contact centre technology specialist Sabio to support its contact centre infrastructure at sites in Folkestone and Thanet. In addition to providing 24x7x365 coverage for Saga’s existing Avaya technology estate – including the core Avaya Aura Communication Manager platform – Sabio’s Enhanced Support approach will feature its advanced Monitoring-as-a-Service offering to enable more proactive service management. Continue reading Saga chooses Sabio to support its business-critical customer contact centres

Trade right first firm to adopt new cloud-based trader voice system

PRESS RELEASE: Brokerage firm Traderight has become the first financial organisation to implement VIA Trade, the comprehensive cloud-based telephony and trader voice system. Launched by VIA and Speakerbus in January, VIA Trade is a state-of-the-art communications solution that removes the need for an on-site traditional telephony network, thereby freeing up expensive space across the trading room floor. Continue reading Trade right first firm to adopt new cloud-based trader voice system

USAN Announces Metaphor SecurePay, a Compliant Secure Payment Application for Contact Centers

PRESS RELEASE: USAN, an Omni-Channel Contact Center technology provider, recently announced the release of a new payment application (patent pending) for contact centers, Metaphor SecurePay, which provides PCI compliant transactions by blocking payer details from the call center agent. Continue reading USAN Announces Metaphor SecurePay, a Compliant Secure Payment Application for Contact Centers

OnviSource Announces OnVision™ Omni- and Cross-Channel Analytics Solution Transforming Workforce Optimization to Customer Experience Management and Enterprise Analytics

PRESS RELEASE: OnviSource announced a new enterprise analytics solution called OnVision, which leverages its OnviCenter suite of workforce optimization (WFO) products to deliver insightful information and trend analysis related to customer interactions and experience across all channels and customer touch points. Continue reading OnviSource Announces OnVision™ Omni- and Cross-Channel Analytics Solution Transforming Workforce Optimization to Customer Experience Management and Enterprise Analytics

Coveo Named to the Prestigious 2016 CRM Watchlist

PRESS RELEASE: For the fifth consecutive year, Coveo, a recognized leader in intelligent search, has been named to the 2016 CRM Watchlist, a prestigious list of prominent companies developed by customer strategy consultant and CRM author Paul Greenberg. More than 130 companies entered the 2016 award program, and Coveo was named a winner among several other leading technology providers for the significant impact it is having on the CRM marketplace. Continue reading Coveo Named to the Prestigious 2016 CRM Watchlist

HGS Enhanced Digital Assist Chat Optimizes Customer Experience

PRESS RELEASE: Hinduja Global Solutions announced the enhancement of Digital Assist Chat, an intelligent customer engagement service offering that helps businesses enhance their Customer Experience by giving consumers the right answers fast. Digital Assist Chat combines automated and live agent customer support, creating a more personalized, painless, and satisfying customer experience. Continue reading HGS Enhanced Digital Assist Chat Optimizes Customer Experience

Pindrop Launches First IVR Fraud Protection Solution

Pindrop launched IVR Anti-Fraud, making Pindrop the first and only company to offer comprehensive call center fraud detection to all customer voice channel interactions. IVR Anti-Fraud analyzes multiple layers of caller information and creates a risk score to help identify risky or suspicious callers just like Pindrop’s Fraud Detection System (FDS) solution for live agent calls which is currently the leading fraud detection solution for call centers in the financial services, retail, insurance, and government industries, protecting nearly 500 million calls each year. Continue reading Pindrop Launches First IVR Fraud Protection Solution

Xura Elements: Creating Rewarding Customer Engagement Experiences Through Real-Time Communication

PRESS RELEASE: Xura has launched Xura Elements, making it easy for enterprises to customize the way they communicate with customers using web tools and native mobile apps. Xura Elements fuzes simplicity, mobility and the social aspects of real-time communications with business process optimization, creating new customer engagement experiences with easy to add click-to-call and click-to-communicate options, while reducing contact center costs. Continue reading Xura Elements: Creating Rewarding Customer Engagement Experiences Through Real-Time Communication