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Frost & Sullivan Applauds Cummins for Exceptional Customer Value Leadership in Providing Connected Engine Diagnostics Solutions

cummings220SANTA CLARA, Calif., Dec, 2017 - Based on its recent analysis of the Connected Engine Diagnostics Solutions industry, Frost & Sullivan recognizes Cummins Inc. (Cummins) with the 2017 North American Customer Value Leadership Award for its exceptional customer experience offered through its suite of Connected technology solutions, as well as for the brand equity the company has earned among its fleet customers. Cummins is a global power leader and a top engine supplier to the trucking industry.

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DialogTech/Amazon Connect Integration Helps Contact Centers

DialogtechDialogTech Integrates with Amazon Connect to Help Contact Centers Convert More Callers to Customers -- New Integration Allows Customers to Grow Revenue and Reduce Churn by Using Insights on Inbound Callers to Provide Better Customer Experiences

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Ameyo Contact Center integrates with Zendesk to offer voice capabilities

ameyo22Bangalore: Ameyo, a contact center technology provider has announced its integration with Zendesk. Utilizing the Zendesk API, the integration combines Ameyo’s call management features with Zendesk’s flexible customer support software to deliver consistent omnichannel customer experience.

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Work at home Call Center, the future for B2B and B2C interactions

home officeAs time passes and technology evolves a home office business model has become more feasible to implement not only in call centers but in any business handling B2B and B2C interactions. Technology and a vast pool of millennial work force has made this model possible for almost every business.

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Profiting from Mobile Engagement in the Contact Center

notatoTelecom resellers in the contact center space are well-versed in how omnichannel communication has been addressed thus far:  Businesses have tried to accommodate omnichannel customer engagement by implementing social media channels in addition to their voice-based customer service offerings.

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Altitude Announces the Appointment of Natalia Bochan as Chief Marketing Officer

Natalia Bochan CMOMadrid, Spain –  Altitude, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Natalia Bochan has been appointed Chief Marketing Officer.

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Expert Chat Service Provides SAP Customers with Access to Live, Real-Time Support Options

callc31WALLDORFSAP SE (NYSE: SAP) today announced that it is continuing to help businesses “run live” with its Next-Generation Support approach.

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Omnichannel Cloud Contact Center Provider, Bright Pattern, Expands Presence in Japan

shutterstock 249345100TOKYO, Nov. 7, 2017 - Bright Pattern, award-winning provider of global contact center software, is pleased to announce opening a local office in Tokyo, Japan. Bright Pattern launched a local cloud point of presence in Japan early in 2017 and now has established an office.

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Airline loyalty points fraud often flies under the radar

travelAirlines loyalty programs emerged in the early 1980s when American Airlines decided to offer benefits to frequent flyers. And with so many benefits coming from points and the ability to earn them through credit cards, their value increased. People often have thousands of points saved but many never think their frequent flyer points are at risk of being stolen.

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Altitude and Afiniti Partner to Optimize Business Results with Artificial Intelligence in the Contact Center

callabril9Artificial Intelligence Pairs Agents and Customers to Deliver Better Experiences and Increase Business Results

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Executive Interview: Abel Rebaudo From Quick Audits On The Past Year And What To Expect In 2017

QA Padilla Rebaudo MuozThis interview to Abel Rebaudo, from Quick Audits, was published and conducted by ContactCenterWorld - the Global Association for Contact Center Best Practices. We are grateful for the generosity of our ContactCenterWorld to share with us their publication.

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Talkdesk Picks Up Speed with Intelligent Contact Center Vision

talkdeskSAN FRANCISCO, Oct. 25, 2017 - Talkdesk, the leading intelligent contact centers cloud platform, today announced unprecedented momentum across all facets of its business. In the first half of its fiscal year, the company achieved exceptional growth in new customer wins in the U.S. and Europe and attracted top-tier talent from competitors. 

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CTIntegrations Announces CT Suite™ R3 for the Contact Center

callcenter10abrilAUSTIN, Texas, April 10, 2017 - CTIntegrations LLC, a leading software development and system integration company focused on the contact center, is pleased to introduce the latest major release of its innovative CT Suite™ software platform. CT Suite Release 3 is a web client solution that provides contact center agents with a single pane of glass across all channels, including a new collaboration channel and enhancements to reporting and search functionalities.

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Altitude and Comways Announce AI-Powered Case Management for Omnichannel Customer Engagement

comwayschatAltitude Customer Engagement Suite and Comways Case Manager Integrate Chatbots and Voicebots to Enhance Customer Experience and Contact Center Performance

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QPC to rollout new workforce management system for Service SA

call-centerbanQPC has begun the rollout of a new telephony and workforce management system for Service SA. The platform is based on Genesys PureConnect powered by Customer Interaction Center (CIC). It will serve the agency's 20 customer service shopfronts as well as its central contact centre.

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Deploying Robotic Process Automation in Contact Centers

automa3SANTA CLARA, - The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today.

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Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality

Sin títuloNEW YORK, Feb, 2017 - Kustomer, the new leader in CRM for support teams today announced a global partnership and integration with Talkdesk, a leading contact center software provider. Companies can now seamlessly utilize the powerful, award-winning cloud-based call-center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer platform.

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Contact Center Technology Research Finds Businesses Are Failing to Keep up with Customer Expectations

callcenter10abrilSan Francisco -New research from NewVoiceMedia, a leading global provider of cloud contact center and inside sales technology, reveals that many U.S. businesses lack the contact center capabilities to meet customer expectations. The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology that could Improve the customer experience and help retain existing customers and acquire new business.

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Jabra offers market first Cisco Finesse contact center headset integration

jabraLOWELL, Mass., Jan. 28, 2017 - Audio and communications technology specialist Jabra is an initial contact center headset supplier integrating its professional audio portfolio with the Cisco Finesse platform. Jabra now offers customizable control box functions through the new Jabra Contact Center Agent App for systems running on the Cisco Finesse servers*.

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DATAMARK Among the 20 Most Promising Contact Center Technology Providers for 2017

callopenEL PASO, TEXAS – AUG, 2017 – DATAMARK, Inc., a global provider of business process outsourcing (BPO) and contact center services, was featured in the cover story of CIOReview Magazine’s July 2017 contact center technology special edition. DATAMARK was selected for the magazine’s list of the 20 Most Promising Contact Center Technology Solution Providers for 2017.

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TELUS Finds Success with Cloud Contact Center based on Enghouse Interactive

enghouse33PHOENIX, AZ--(Marketwired - Jan 16, 2017) - Enghouse Interactive, a leading developer of a comprehensive portfolio of contact center software and services, today announced the availability of TELUS, which details how they better service business customers with Contact Center: Service Provider (CCSP).

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