In a September 2013 Ovum Research report, "The Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor," the research firm addresses the evolving contact center competitive landscape that, in its opinion, is shifting from a cost-driven market to decision making based on the benefits of the Cloud. Ovum hints that any vendor eyeing the contact center market must meet enterprise demand for advanced hosted contact center services, features and functionality, such as unified communications (UC) services, voice-enabled IVR and speech analytics.
At Dreamforce in San Francisco, Monica Girolami, Head of Marketing, North America, introduces us to NewVoiceMedia, a cloud-based contact center pro
Ryan Hollenbeck, Senior VP of Marketing, Verint, and Nancy Treaster, Senior VP & General Manager of Strategic Operations for Verint discuss its
Learn why Communications-Based Process Automation is different, by Don Brown, CEO, Interactive Intelligence.
Combine the best of cloud services and on-premises infrastructure, by Don Brown, CEO, Interactive Intelligence.
Today's consumers expect more from companies. They use multiple communication mediums, numerous software applications, and multiple platforms. They also expect companies to be ready to respond to their needs through these various mediums quickly and efficiently. As contact centers grow to meet the needs of consumers, it is important that they understand the value of workforce management software.
Interactive Intelligence has released an enhanced version of its Customer Interaction Center (CIC). CIC, an all-in-one IP communications software suite, has been improved to make deployment and management of the software easier and more cost-effective.
Included in the enhancements for CIC 4.0 are expanded web administration capabilities, site-specific administration of centralized infrastructures, and improved reporting for customer feedback management.
Genesys has launched a new customer care solution, an application that connects smartphone users with agents in contact centers and beyond instantly. Genesys Mobile Engagement, introduced at Genesys' G-Force customer event, is designed to empower customers who need live support quickly, and provides increased context to help personalize the mobile customer experience while empowering agents with the information they need.
It's been about two years since analysts and industry watchers fervently started writing about the use of social media in the contact center to provide customer service. The idea that a company can listen to the conversations that happen on social media sites, monitor what is being said about their company and their competitors, and cull actionable data from those feeds is very compelling, especially when interactions can be sent to an agent just like a customer phone call.