8×8 Unveils Next-Generation Capabilities for Global Contact Centres to Optimise Customer and Agent Experiences

8×8 announced next-generation capabilities for its Virtual Contact Centre (VCC) solution that enable enterprises of all sizes to better manage their global contact centres, increasing agent productivity and personalising every customer interaction. With these new features VCC is the industry’s only cloud-based contact centre solution that integrates a suite of innovative quality management capabilities, delivers powerful analytics that monitor and improve the customer journey, and provides a pre-built CRM integration tool that allows contact centre managers to configure and tailor the agent and customer experience without requiring professional services. Continue reading 8×8 Unveils Next-Generation Capabilities for Global Contact Centres to Optimise Customer and Agent Experiences

Inbenta helps customers help themselves with AI-powered, intelligent search

PRESS RELEASE: Inbenta, a Natural Language search platform powered by Artificial Intelligence, today announced it has launched on the Desk.com App Hub. Businesses using Desk.com to power a Knowledge Base now have access to a simple integration of Inbenta’s search technology to help customers find exactly what they’re looking for, right when they need it. Continue reading Inbenta helps customers help themselves with AI-powered, intelligent search

REDi Introduces New Call Center Service to Enhance Customer Service, Fraud Prevention for Financial Institutions

PRESS RELEASE: Redi Enterprise Development, Inc. (REDi) recently launched its new live call center service for banks and credit unions, providing comprehensive customer support 24/7. REDi’s new call center service handles incoming inquiries from customers and manages standard common interactions, such as customer identification, transaction acceptance/rejection, card activation/deactivation and contact data updates. Continue reading REDi Introduces New Call Center Service to Enhance Customer Service, Fraud Prevention for Financial Institutions

Salesforce Unveils Salesforce Tower New York, Dramatically Expanding Regional Headquarters

PRESS RELEASE: Salesforce announced plans to significantly expand its presence in New York City with a new regional headquarters in midtown Manhattan at 3 Bryant Park, which will be known as Salesforce Tower New York. Salesforce, named one of Fortune’s Best Places to Work for the past eight years, also plans to tap into the region’s diverse talent pool and double its workforce in New York City, adding hundreds of new jobs. Continue reading Salesforce Unveils Salesforce Tower New York, Dramatically Expanding Regional Headquarters

Vocalcom Continued to Reign as Contact Center Software Leader for the 4th Quarter in a Row

PRESS RELEASE: Vocalcom continued to reign as Contact Center Software leader for the 4th quarter in a row, while LiveChat overtook previous leaders Zendesk and Desk.com to come in at number one in Customer Service for the first time since the ranking launched in April 2015. The top CRM for Q1 2016 is Insightly. Continue reading Vocalcom Continued to Reign as Contact Center Software Leader for the 4th Quarter in a Row

Transforming the customer experience – Companies that Have Transformed the Customer Experience

BLOG: By Helen Murray, Chief Customer Solutions Officer of Webhelp UK – Customer experience transformation is underpinned by considerable knowledge, careful, expert data analysis and – most importantly – getting to know your customer. It’s impossible for any B2C company to serve customers well if it doesn’t know who they are, or if its people have become so immersed in the corporate world that they have failed to consider the most basic needs of service users. Continue reading Transforming the customer experience – Companies that Have Transformed the Customer Experience