LiveOps, a provider of cloud contact center and customer service software, has closed a $30 million round of debt funding from Comerica Bank, the single largest round of funding in its history. In conjunction with this financing, LiveOps announced the…
Workforce optimization and customer analytics provider Verint Systems has signed a definitive agreement to acquire Kana Software, which provides customer service solutions delivered both on-premises and in the cloud, for approximately $514 million in cash. The aim of the acquisition…
Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only get hotter in 2014, experts predict. Among other trends they expect to take root or accelerate in 2014: social CRM, more integration and…
Video calling was one of six key call center trends identified by Enterprise Apps Today last summer. The story on call center trends quoted Laura Bassett, director of Marketing, Customer Experience and Emerging Technologies at Avaya: “Younger generations are showing…
People once spent years lying on a couch pouring out their deepest secrets so a psychotherapist could analyze the underlying meanings. Now call centers use software to analyze what customers are saying in real time. While call center speech analytics…
It was front page news in 2005 when it was revealed that the U.S. National Security Agency had secretly captured emails and recorded phone conversations, then used sophisticated software to conduct key word searches. That’s nothing compared to what many…
Last month we provided a buying guide for call center software suites. A major component of call center software is workforce optimization (WFO), which continues to be a vibrant field of innovation. Therefore, this area deserves its own guide. Most…
Genesys, a provider of call center and customer experience software, joined the large group of companies making product announcements at this week’s Dreamforce event hosted by Salesforce.com, introducing the Genesys Connect for Service Cloud customer service solution. According to Genesys,…
There are an awful lot of vendors out there offering call center software suites. The challenge was narrowing it down to a manageable handful. In this case, we focused on Avaya, Cisco, Alcatel-Lucent (ALU) and Interactive Intelligence, four of the…
Writing an article on call center software trends is a bit like trying to summarize the contents of Encyclopedia Britannica in one page. The field encompasses CRM, customer service, call center agent management through what is known as workforce optimization…