TeamViewer Integrates with Zendesk Chat

TeamViewer®, a leading global software provider for IoT, connectivity, monitoring, support and team collaboration announced that it has integrated with Zendesk Chat to provide remote support sessions on a wide variety of customer devices. Zendesk, Inc. is a company that makes software to help organizations build the best customer experiences. Continue reading TeamViewer Integrates with Zendesk Chat

NICE Nexidia Recognized as a Leader in AI-Fueled Speech Analytics Solutions Report

NICE announced that Forrester Research has ranked NICE Nexidia as a ‘Leader’ in its ‘The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018’ report. Of the ten criteria analyzed by the analyst firm, NICE Nexidia achieved a designation of ‘Differentiated’ in six criteria, namely language models, conversational analytics, business insights, tooling and ease of use, product road map and market approach. Continue reading NICE Nexidia Recognized as a Leader in AI-Fueled Speech Analytics Solutions Report

Leader in Asia Pacific Telecom Industry Embraces Power of Automation with Use of Workforce Engagement Software to Automate Quality Management

Verint®, The Customer Engagement Company™ announced that a leading telecommunications and media company in the Asia Pacific region expanded its investment in Verint solutions at the start of this year and is now using its Automated Quality Management™ workforce engagement software to heighten performance and service delivery. Continue reading Leader in Asia Pacific Telecom Industry Embraces Power of Automation with Use of Workforce Engagement Software to Automate Quality Management

Call centres must find ‘sweet spot’ between technology and the human touch

New research from Shared Services Connected Ltd (SSCL) has found that ‘human touch’ remains crucial to delivering satisfaction to contact centre customers, with nine out of 10 (88%) saying it is important to hear a human voice at the other end of the line. Continue reading Call centres must find ‘sweet spot’ between technology and the human touch

Verint Recognized as Market Share Leader in Workforce Optimization and Recording Solutions

Verint®, The Customer Engagement Company™ announced that it has again been recognized for its leadership in Workforce Engagement™ solutions. In new research from DMG Consulting LLC, the company is cited as a Workforce Optimization market share leader in the 2018 Contact Center Workforce Optimization (WFO) Market Share Report, which analyzes market share for the 39 worldwide WFO vendors in 2017. Continue reading Verint Recognized as Market Share Leader in Workforce Optimization and Recording Solutions