Category Call Centers

Genesys to Put IBM’s Watson to Work

Contact centers have long recorded customer telephone calls in an effort to improve agent performance and increase customer satisfaction. But this strategy has become less effective as a growing amount of information comes from emerging channels like Twitter and online…

Genesys Intros Managed Service Offering

Genesys, a provider of customer experience and contact center software, today introduced a managed service solution called Genesys Guru that it says will help customers optimize their processes to attain operational cost savings and improved business performance. The initial Guru…

Tool Analyzes Customer Comments

Mindshare Technologies, a provider of cloud-based customer service software for the food services, retail and contact center industries, has introduced Comment Poster, an offering included in the company’s reporting suite that aims to improve the customer experience across brand locations.…