Call Centers - News
Tool Analyzes Customer CommentsJanuary 30, 2014
Mindshare Technologies says new software leverages its text analytics technology to improve customer service by providing key customer feedback to employees.
LiveOps Raises $30M, Buys Customer Service StartupJanuary 27, 2014
On the heels of receiving $30 million in debt funding, cloud contact center software provider LiveOps forms two new subsidiaries and acquires a customer service startup.
Verint Expands Customer Service Capabilities with Kana BuyJanuary 6, 2014
Verint Systems, a provider of customer analytics, is acquiring Kana Software, which makes software that will help organizations turn customer insights into actions.
Nice Systems Adds Video Recording to Contact Center SoftwareAugust 2, 2013
Contact center software adds video recording capabilities, which Nice Systems says can help contact centers improve customer service delivered via video conferencing.
Jacada Says Mobile App Will Promote Self-service Via SmartphoneJune 8, 2012
Customer service via smartphone? Yes, says Jacada. It bills new mobile app as “the natural convergence of IVR (interactive voice response) and self-service with smartphone technology.”
Zendesk Partners with Microsoft on Dynamics CRM IntegrationMay 22, 2012
Companies say two-way integration of CRM and contact center software will help sales and support organizations work together.
LiveOps Adds Facebook Integration to Social Contact Center SoftwareMay 21, 2012
As contact centers become increasingly social, makers of CRM software are offering integration with Facebook, Twitter and other social channels.
Mobile App Analyzes Best Customer Service OptionsMay 1, 2012
Nice Systems says its Mobile Reach application helps customers identify the best options for assistance in completing self-service transactions.
Genesys Links Mobile Apps with Contact Center AgentsApril 17, 2012
Genesys Mobile Engagement helps companies offer improved service to the growing numbers of consumers using their smartphones for customer service and support.
inContact Refreshes Cloud Contact Center SoftwareApril 6, 2012
New features aim to break down communication silos in the call center and streamline workflow to enhance agent effectiveness and boost customer satisfaction.
Web Chat, Speech Analytics Hottest Contact Center Technologies for 2012March 27, 2012
Web chat and speech analytics will be the two fastest-growing contact center technologies this year, according to Contact Babel research.