Tag Archives: omni-channel

Omni-channel Customer Experience Expected; Hard to Find in Financial Services Industry

PRESS RELEASE: Avaya Inc., announced the second in a series of research results aimed at probing the gap between customer expectations and realities of service offered by businesses – this time focused on the Financial Services industry. The findings show that when it comes to service, the gulf between customers’ desire and the current reality of service delivery by financial services organizations is large — but not insurmountable. Continue reading Omni-channel Customer Experience Expected; Hard to Find in Financial Services Industry

Aspect Software’s Customer Self-Service Platform CXP Pro 14 Elevates Omni-Channel Experience

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software announced Voxeo CXP Pro 14, a bundle of the new releases of Voxeo CXP 14, an application lifecycle management platform, and the IVR platform Prophecy 14. With enhancements to the Business User Interface (BUI) and mobile Web support, CXP Pro 14 creates a comprehensive software platform to build, deploy, manage and analyze customer self-service applications across multiple channels, including Interactive Voice Response (IVR), interactive text, mobile Web, and social media. Continue reading Aspect Software’s Customer Self-Service Platform CXP Pro 14 Elevates Omni-Channel Experience

PetSafe® Advances Customer Care With Aspect Software, Adds Social Media and Omni-Channel Capabilities

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office solutions, and award-winning cloud solutions, today announced PetSafe®, an industry brand leader in the development of innovative pet behavioral, containment, and lifestyle product solutions and services, will deploy cloud-based social customer care solution, Aspect Social, as well as Aspect’s full suite of integrated contact centre and workforce optimization solutions. Continue reading PetSafe® Advances Customer Care With Aspect Software, Adds Social Media and Omni-Channel Capabilities

ENGAGEcx™ Spring ’14 Release Delivers True Omni-Channel Customer Engagement to Organizations of All Sizes

PRESS RELEASE: CX Technologies™, provider of ENGAGEcx, the industry-leading omni-channel customer engagement platform, today announced ENGAGEcx Spring ’14 Release. This latest release of ENGAGEcx introduces robust performance analytics to the only customer experience platform that is built from the ground up to deliver fully integrated, uniquely personalized customer journeys. Continue reading ENGAGEcx™ Spring ’14 Release Delivers True Omni-Channel Customer Engagement to Organizations of All Sizes

Sitel Honored for Excellence in Omni-Channel Customer Engagement

Sitel, a leading global customer care provider, today announced that it has been honored with the 2014 Customer Value Leadership Award in Omni-Channel Customer Engagement for Contact Center Outsourcing from Frost & Sullivan. The award is presented to the company that has demonstrated leadership and excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on investment (ROI) that customers make in its services or products. It honors Sitel’s focus on enhancing value and improved customer retention.  Continue reading Sitel Honored for Excellence in Omni-Channel Customer Engagement

New Avaya Contact Centre Solutions help companies master the Omni-Channel Customer Experience

Avaya LogoAvaya announced new and enhanced Customer Experience Management solutions to help businesses eliminate the fragmented, high-effort service that jeopardises customer loyalty and revenue growth. From a single software platform, new capabilities increase reach and bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information. The end result is a transformed customer experience built one interaction at a time.  Continue reading New Avaya Contact Centre Solutions help companies master the Omni-Channel Customer Experience

Aspect takes ‘omni-channel’ beyond retail at Connected Business 2014

aspect-logo-std-full-RGBTaking inspiration from the retailing industry, Aspect Software is showing delegates at Connected Business 2014 how every market can go omni-channel – from financial services to utilities – in an increasingly consumer-driven world. For the first time, visitors to the show will see how their customer service can embrace the concept and strategy of omni-channel, as Aspect showcases the fruits of its acquisitions throughout 2013. Continue reading Aspect takes ‘omni-channel’ beyond retail at Connected Business 2014

CX Company partners with Randstad to create omni-channel customer engagement business

The customer engagement and self-service business, CX Company, has partnered with the global recruitment and HR services business, Randstad, to create Randstad Customer Intelligence (RCI). The new business has opened its first customer engagement centre in Amsterdam, the Netherlands, with fifty multi-lingual staff supporting social media management and live-agent customer service for a major international client. Its ambition is to be a dominant player in the global omni-channel engagement business.  Continue reading CX Company partners with Randstad to create omni-channel customer engagement business

Fujitsu Introduces Solution for the New World of Omni-channel Retailing

Fujitsu today introduces a new omni-channel Point of Service (PoS) application that allows retailers to significantly increase revenue while reducing IT costs. FUJITSU Retail Solution Market Place achieves this by supporting enterprise-wide transaction and order fulfilment to deliver a consistent and seamless buying experience to their customers via traditional point of service (PoS), online and mobile channels. Fujitsu continues to reinforce its long-term commitment to the global retail sector around the world with the introduction of this revolutionary new solution, being demonstrated today at Booth 3319 at the National Retail Federation’s Big Show 2014 in New York.  Continue reading Fujitsu Introduces Solution for the New World of Omni-channel Retailing