BLOG: Klaas van der Leest, Managing Director, Intelecom UK Ltd, shares his top five tips for successful social media customer service in contact centres.
Love it or loath it, social media is here to stay. Customers enjoy the immediacy of using IM, Twitter or Facebook to share information and ideas. People expect to interact using their PCs, tablets, mobile phones and other personal electronic devices. Continue reading Contact Centre as a Service: Getting started with Social Customer Service
PRESS RELEASE: PSS have announced a partnership with Symmetrics Business Intelligence, a provider of real-time, historical and call-detail reporting solutions for contact center. The nVision product suite helps address complex contact center reporting challenges. Continue reading PSS Help & Symmetrics Announce Reseller Partnership
PRESS RELEASE: Verint® Systems Inc. announced that it has received analyst recognition for its growth across global markets and market share leadership in workforce optimization (WFO). This is in addition to awards received for its customer experience initiative, desktop and process analytics software, and customer service solutions from KANA®, A Verint Company. Continue reading Verint Recognized for Leadership in Customer Engagement, Workforce Optimization and Product Innovation
PRESS RELEASE: Citrix announced new releases of XenApp and XenDesktop, extending its market and technology leadership in application and desktop virtualization and in business-ready workspaces. XenApp and XenDesktop 7.6 deliver an unmatched user experience with instant app access, and virtually eliminate the costs of ensuring storage performance. The new releases set a new industry standard for security, and include many new capabilities that can be integrated seamlessly into existing Citrix environments without disruption. Continue reading Citrix Unveils New Version of Market Leading Third-Generation Unified Platform for Application and Desktop Virtualization
PRESS RELEASE: ECT (European Computer Telecoms AG), vendor of complete solutions for value-added services in the voice and multimedia domain, won a multi-million Euro tender to deliver their INtellECT® Next-Generation Intelligent Network and effECTive® Network-Based Contact Center to a new provider of cloud call center services, including on-demand agent seats. Continue reading ECT Provides Next-Generation Intelligent Network for Multi-Channel Cloud Contact Center Services and Contact Center Seats on Demand
PRESS RELEASE: Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, in partnership with Oxfam, has helped donate 524 goats to impoverished communities worldwide. Continue reading Interactive Intelligence Campaign Efforts Help Donate More Than 500 Goats to Impoverished Communities
PRESS RELEASE: Xact TeleSolutions, a premier state-of-the-art call service center, received the Excellence Award for 2014. The new award is the second year in a row Xact has achieved the honor. Continue reading Xact TeleSolutions Receives Excellence Award for 2014
PRESS RELEASE: One of the UK’s leading alternative finance providers, the Car Finance Company, has selected Interactive Intelligence’s Customer Interaction Centre™ (CIC) to support its customer service operation. The diverse all-in-one solution is being deployed from the Interactive Intelligence, Communications as a Service (CaaS), or cloud platform. Continue reading Interactive Intelligence driving the customer service experience for The Car Finance Company
PRESS RELEASE: Adtech Global announced it is enhancing existing cloud-based version of Workforce Optimization (WFO) technology from Verint® Systems Inc, named StratxTM (strat-ix). StratxTM, formerly known as SKY, is the Adtech Global solution that enables contact centers to host WFO applications in a cloud environment while still controlling their own ACD/PBX. Adtech Global launched this managed service in the spring of 2013 with an initial set of Verint WFO functionality. Under this announcement, StratxTM now includes Speech Analytics, Text Analytics and Customer Feedback software as part of the SaaS environment. Continue reading Adtech Global Expands Verint Workforce Optimization Suite in the Cloud via Stratx
PRESS RELEASE: Infor, a leading provider of business application software serving more than 70,000 customers, today announced that the City of Hamilton, located in Ontario, Canada, has elected to upgrade to the latest version of the Infor Public Sector Suite (Hansen) . Continue reading City of Hamilton Creates Unified Technology Environment with Infor
PRESS RELEASE: Drishti-soft Solutions, a leading provider in contact centre technology, is amongst the top 8 communication platforms in Unified Communications (UC) framework, according to PEM. Continue reading Ameyo listed in the NASSCOM Product Excellence Matrix (PEM)
BLOG: Providing customer service via social media is an evolving trend today as digitally empowered consumers are becoming socially savvy and increasingly using social media to review, research products, and engage with companies. A study by Nielsen found that social networks and blogs are the fourth most popular online activity following search, portals and PC software. Users actively leverage this platform to share their customer experiences. Continue reading Capitalizing on Social Media for Effective Customer Support
PRESS RELEASE: Avaya, a leading global provider of business communications and collaboration solutions and services, today announced an expansion of its relationship with T-Systems to offer Contact Center as a Service (CCaaS) to meet the growing demand from businesses for customer experience management solutions from the cloud. Continue reading Avaya and T-Systems Expand Relationship to Deliver Contact Center as a Service to Businesses across Europe
PRESS RELEASE: Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that Bosch Home Appliances is using the Teneo™ platform to develop its intelligent online service assistant. Continue reading Artificial Solutions Delivers Home Help to Bosch Home Appliances
PRESS RELEASE: Star2Star Communications, makers of the World’s Most Scalable Cloud Communications Solution, announced the release of StarCenter™ SMART (StarCenter Monitoring Alerting & Reporting Tool) and other new features for their advanced call center solution. StarCenter™ SMART is the intelligent way to monitor inbound call center business rules and is designed to improve call center management. Continue reading Star2Star Announces StarCenter Call Center Enhancements