New Study Reveals Customer Experience is Getting Worse; Contact Centers Out of Touch with the Reality of Today’s Consumer

PRESS RELEASE: A new study from BoldChat by LogMeIn and Ovum reveals that customer experience has worsened over the last two years despite investments in new engagement channels. The report, which surveyed hundreds of contact center managers and consumers globally, found that the consumers surveyed believe it takes 6 different interactions to resolve an issue while the surveyed contact center managers believe it takes only 1-2 touchpoints. Continue reading New Study Reveals Customer Experience is Getting Worse; Contact Centers Out of Touch with the Reality of Today’s Consumer

PropertyGuys.com Deploys Interactive Intelligence Customer Engagement Cloud Solution

PRESS RELEASE: PropertyGuys.com, Canada’s largest private sale franchisor, has deployed the omnichannel customer engagement cloud solution, PureCloud Engage℠, from Interactive Intelligence Group Inc. PureCloud Engage is used by PropertyGuys.com’s team of customer engagement specialists who support 100 franchise locations serving more than 600 Canadian communities coast-to-coast. Continue reading PropertyGuys.com Deploys Interactive Intelligence Customer Engagement Cloud Solution

iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

PRESS RELEASE: Aspect Software announced that iSelect, Australia’s leading destination for insurance, utilities and personal finance advice, has partnered with Aspect to fully enable the company’s vision of becoming Australia’s ‘life admin store’. Life admin is an individual’s day-to-day management of personal tasks such as banking, making appointments, paying bills, or responding to non-work emails. Continue reading iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

Solgari partners with Lanmark to help deliver seamless cloud telephony solutions to its customers

Solgari has announced its partnership with Lanmark, an IT support and consulting specialist. This partnership will allow Lanmark to offer Solgari’s cloud-based telephony solutions to its extensive client base in Europe. Solgari provides Lanmark with a host of cloud-based telephony solutions that enable its mobilised customers to take full advantage of a scalable collaboration and communications service, without having to jump across different communication platforms. Continue reading Solgari partners with Lanmark to help deliver seamless cloud telephony solutions to its customers

Teradata’s Customer Journey Analytic Solution Creates Behavioral Insights to Deliver a Distinct Customer Experience

PRESS RELEASE: Teradata announced the Teradata Customer Journey Analytic Solution, a complete set of capabilities for discerning the behavioral paths of each individual customer, determining the next best interaction and delivering a consistent, personalized brand experience through every channel and touch point. The solution uses Teradata’s proven consulting services, as well as technologies that enable real-time customer data integration, advanced behavioral analytics and multi-channel marketing automation. Continue reading Teradata’s Customer Journey Analytic Solution Creates Behavioral Insights to Deliver a Distinct Customer Experience

Modern, consumer-like software tools make happier, more productive customer service agents, new research reveals

PRESS RELEASE: Aspect Software released the findings of a new study with Pelorus Associates, which quantifies the value of modern agent engagement technology. The key takeaway: Contact centre directors and managers overwhelmingly believe that a better software user interface can improve agent performance. Continue reading Modern, consumer-like software tools make happier, more productive customer service agents, new research reveals