Can a complaint be a positive customer experience? How data can improve complaint handling

Blog by Alice Hodgson, Senior Analytical Consultant, Aquila Insight… Dissatisfied customers are a fact of life. Companies know they will get complaints. These can be expressed through a number of outlets, via dedicated complaint teams, social media or word of mouth. As a company you won’t always be able to contain the negativity generated. Continue reading Can a complaint be a positive customer experience? How data can improve complaint handling

Verint Announces Cloud Availability for Its Entire Portfolio of Customer Engagement Optimisation Solutions

PRESS RELEASE: Verint® Systems announced that the industry’s most comprehensive Customer Engagement Optimisation™ portfolio is now available in cloud, on-premises and hybrid models, addressing market demand for maximum cloud flexibility. Continue reading Verint Announces Cloud Availability for Its Entire Portfolio of Customer Engagement Optimisation Solutions

CCT Solutions and Moxtra announce partnership

PRESS RELEASE: CCT Solutions is partnering with Moxtra, a leading provider of embeddable cloud collaboration. By integrating collaboration capabilities via Moxtra’s rich APIs & SDKs into CCT’s ContactPro omni-channel desktop solution, the companies are significantly enriching and improving the customer experience for mobile and web-based customer service application solutions. Continue reading CCT Solutions and Moxtra announce partnership

CGS listed as a Major Provider in BPO in Gartner CRM Vendor Guide 2016

PRESS RELEASE: CGS, a global provider of business applications, enterprise learning and outsourcing services, was named a Major Provider for CRM Business Process Outsourcing (BPO) in the Gartner CRM Vendor Guide, 2016 (May 2016) for capabilities in North America and Latin America. The guide, released by research firm Gartner, aims to assist those tasked with selecting CRM technology identify vendors in multiple categories of CRM, including BPO. Continue reading CGS listed as a Major Provider in BPO in Gartner CRM Vendor Guide 2016