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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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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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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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The need for a reliable and convenient mobile security solution

trustmobileThe rise of smartphones, tablets and wearables has been dramatic; these mobile devices have changed the way we communicate, work, shop, bank and pay. And at the heart of the mobile experience is the app. According to eMarketer, consumers will this year spend an average of three hours a day using their smartphones, and 87% of that time will be spent using apps.

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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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KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

engtop contentslink 02TOKYO, December 19, 2016 - KDDI Evolva, one of Japan's leading call-center service providers, has announced today an agreement with Avaya, a global leader in enterprise communications software, systems and services, to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a next-generation contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service.

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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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Hyperwallet to offer 24/7 call centre support

hyperwaHyperwallet, a leading global payouts provider to millions of independent workers, today revealed that it will begin offering 24/7 contact center support early next year.

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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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Machine learning will scale personalised customer interactions: Flamingo

elearningFlamingo, an ASX-listed artificial intelligence company that develops conversational commerce agents for financial organizations, will be ramping up its expansion efforts with a newfound focus on the Asia-Pacific market, as well as new industry verticals such as healthcare.

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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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Genesys Completes Acquisition of Interactive Intelligence to Create World's Leading Omnichannel Customer Experience Solutions Company

genesysinterSAN FRANCISCO, Dec. 1, 2016 - Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, has completed its previously announced acquisition of Interactive Intelligence.

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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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Verint Announces Acquisition of OpinionLab

verintEnables Organizations to Capture, Analyze and Act on the Voice of the Customer Across Digital, Voice, Text and Social Interactions.

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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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Enghouse Systems Acquires Presence Technology

enghouse1Spanish Company Expands Enghouse Contact Center Presence into New Markets

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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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Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market

frosincinConcert continuously enhances its proprietary features and functionality to enrich user experience and expand the use cases for its all-in-one, dual contact center solution

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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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Agro aid through the wire

agro.telefono111When it comes to seeking agricultural advice, most farmers in Bangladesh’s rural countryside still prefer the age-old style – learning from the elders. Agricultural advice flies free in the village tea shops under the banyan tree, or in the courtyard of the matobbor (wise man in village).

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