Articles
Tag: contact center (page 3)
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Your Customer Contact Center Isn't A Cost: It's a Priority
When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization. There isn’t much that differentiates today’s products.
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Meet the New Telemarketing: Proactive, Positive and Personalized
Telemarketing as we know it is dead and may it rest in peace: the calls at dinnertime about random products and services, the hard sells, the arm-twisting donation pleas.
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Contact Center Shake-Up: NICE Acquires inContact for $940M
Everyone expected that a contact center application provider and a hardware provider would merge. It's just that they thought it would be the hardware provider making the deal.
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Genesys Update Works to Engage Your Customers
Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers. Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM).
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Modern Customer Service: Are You There Yet?
Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.
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Contact Center Fraud: 3 Things You Need to Know
While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries. According to an infographic by NICE Systems,
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Kana Adds a Social Network to Its Call Center Toolbox
Kana, the customer service software company acquired earlier this year by Verint, claims it is making that job a little easier by adding an internal social network into the 2014 version of its flagship contact center software, Kana Enterprise, which rolled out today.
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Verint Marketing Exec Calls Kana Acquisition a Game Changer
Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding. Consistency in communication across all channels is now a key factor in satisfying individual customers.
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So Many Channels - and Customers Still Like the Phone
Despite the fact that customers have multiple ways to interact with companies, they still prefer the phone. At least that's the finding of a new study by NICE Systems, which rated contact centers as the most important customer channel.
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Omnichannel Service Takes the Whole Company
When we look to a company for answers, what do we want? We want a seamless experience and answers tailored to our needs, no matter how we reach out.
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Contact Center Reality: Better CX, More Customers
Improving customer experience in the contact center — and keeping the customer — overtook the pursuit of operational gains as the top objectives over the past two years. That's a key takeaway from a recent Aberdeen Group report. But the real value of the report, " Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance," is showing how
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Kana Software Acquired by Verint for $514 Million
Business analytics provider Verint, a Gartner contact center Magic Quadrant leader, plans to acquire customer service provider Kana Software for $514 million. It's the first big acquisition of 2014, but not likely to be the last as enterprises look to combine customer experience tools with their core offerings.
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NICE Systems Brings Video Recording to Customer Contact Centers
For contact centers, video is one of the final frontiers. This week, Israel-based interaction management provider NICE Systems announced a Contact Center Video Recording solution so that video conferencing between customers and agents can be monitored and used to improve performance.
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Oracle Updates Service Cloud, Releases Mobile Agent iPad App
Mobile devices are a main way of getting in touch with companies' contact centers, and Oracle has updated its Service Cloud and released a mobile agent iPad app to address these complex events. By updating Oracle RightNow and releasing the Fusion Tap iPad app, Oracle is attempting to address instant
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