Jetstar launches virtual assistant using Nuance's Nina customer service platform.
Posted December 19, 2013
The seemingly innocent practice of recording customer service phone calls is one of the most hotly contested issues facing courts and businesses today. Fortunately, the tide has begun to change.
Posted December 19, 2013
Mobile apps, virtual agents and knowledge management poised to lead customer service strategies.
Posted December 19, 2013
New features also include automated decisioning and predictive analytics.
Posted December 18, 2013
Support lags in creating a consistent customer experience across channels.
Posted December 18, 2013
Analysis of cursing across industries can help companies to improve customer service and performance.
Posted December 18, 2013
Faced with a poor experience, a majority of customers would never do business with a company again and half of those customers would tell friends not to use the business.
Posted December 18, 2013
When it comes to self-service, a majority of consumers would opt for assistance from a virtual assistant over static Web pages or calling agents.
Posted December 17, 2013
The solutions include technologies from Angel, Utopy, and Soundbite Communications, such as call recording, screen capture, and analytics.
Posted November 19, 2013
Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right?
Posted November 13, 2013
Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
Posted November 05, 2013
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Posted October 29, 2013
Company also releases survey that finds that some consumers would rather go to the dentist than speak with a customer service agent.
Posted October 29, 2013
Improving the contact process has been cited as having the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase both customer and contact centers representative satisfaction.
Posted October 28, 2013
Solutions now include technology from Cisco, Avaya, Salesforce.com and Genesys platforms.
Posted October 28, 2013
SaaS-based solution captures worker activities and provides transaction insights.
Posted October 25, 2013
Interactive to offer private-labeled version of cloud-based application OrgSpan Select.
Posted October 24, 2013
Research finds that getting full resolution took an average of three attempts using multiple contact channels.
Posted October 24, 2013
Once you've gotten reluctant customers to call into the contact center, how do you convince them to stay with the company?
Posted October 22, 2013
Supervisory application helps contact centers improve quality assurance.
Posted October 22, 2013
Deeper HP IDOL integration and two new modules help maximize contact center productivity while lowering costs.
Posted October 21, 2013
Solution offers self-service customer capabilities.
Posted October 18, 2013
Solution uses big data to recommend next steps of customer engagement.
Posted October 17, 2013
The acquisition of the outbound solution provider gives Nuance a leg up in the inbound/outbound call center solutions arena.
Posted October 11, 2013
Analytics solution tracks calls in real-time.
Posted October 11, 2013
Delivers enhanced integration with Avaya, Mitel and ShoreTel
Posted October 11, 2013
Deal strengthens the Genesys' cloud offerings
Posted October 08, 2013
Report finds that a personal touch is critical to delivering a positive experience, followed by fast and effective service.
Posted October 04, 2013
Contact centers need cloud/hosting, application and data backup, multishoring, and staff training to prepare for disaster recovery.
Posted October 02, 2013
Self-Service solution helps customer call experience with intelligent interactions.
Posted September 24, 2013
Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Posted September 20, 2013
Technology is a must for any business, but don't lose sight of the human element, namely your customers. At this year's KANA Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Posted September 18, 2013
Solution allows contact centers to conduct inbound, outbound and blended customer interactions.
Posted September 18, 2013
By matching accountability with feedback, companies can now proactively engage customers and circumvent negative experiences.
Posted September 11, 2013
Report: companies need to offer contact center technologies based on consumer preferences.
Posted September 09, 2013
Companies focus on using gaming mechanics to drive employee engagement and improve productivity.
Posted September 06, 2013
Study: Effective business continuity and disaster recovery includes the development of cloud/hosting to supply and support applications and data.
Posted September 06, 2013
Solution includes UC, ACD and IVR services.
Posted September 06, 2013
Companies partner to deliver customer service solutions.
Posted September 05, 2013
Meeting your customer's expectations means more than providing service. Here are some suggestions to foster better communication.
Posted August 29, 2013
Companies that don't regularly testing or monitor call centers and IVR systems face reduced ROI.
Posted August 29, 2013
Cloud-based service offers advanced communications with lower total cost of ownership.
Posted August 28, 2013
Alliance integrates workforce optimization app with LiveOps cloud solution.
Posted August 28, 2013
Verint bets that by engaging your front-line employees, you'll also engage your customers, create better care, improve satisfaction and loyalty, and realize higher profits.
Posted August 27, 2013
The product also includes privacy and security features.
Posted August 27, 2013
Voxeo, now an Aspect company, has signed an agreement with managed networked IT services provider BT. Using Voxeo solutions, BT will provide low-cost, low-risk, cloud IVR, and automated self-service solutions to its customers.
Posted August 13, 2013
Solution includes call taker performance based on KPIs.
Posted August 12, 2013
Global customer service technology provider Jacada has released Visual IVR Plus, a solution aimed at reducing caller frustration and in-bound call time by offering users a menu-driven interface across mobile and Web channels.
Posted August 06, 2013
Legislation seeks to remedy thousands of backlogged claims.
Posted August 05, 2013
Customer service enhancements include focus on resolving questions at first contact.
Posted August 01, 2013