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Call Centers - News

Industry and product news on Call Center, Customer Service, and Social CRM software and solutions.

inContact Updates Contact Center Software with New Integration, Reporting

April 16, 2014

Latest update of inContact's contact center software includes deeper integration with cloud CRM from Salesforce and Oracle RightNow, among other improvements.

Tool Analyzes Customer Comments

January 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 Startup

January 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 Buy

January 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 Software

August 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 Smartphone

June 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 Integration

May 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 Software

May 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 Options

May 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 Agents

April 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 Software

April 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.