While overall growth in the mobile phone market is slowing, recent IDC research shows smartphones are still experiencing strong growth, with IDC forecasting a 38.8 percent year-over-year increase in smartphone shipments in 2012. So it’s not surprising that providers of…
Zendesk, a provider of cloud-based contact center software, announced a new two-way integration with Microsoft Dynamics CRM that helps sales and support organizations work together to develop sales leads, convert the leads into customers and maintain good customer relationships. The…
Social media and contact centers are like the peanut butter and chocolate of the enterprise – a once-unusual combination that most folks quickly realize not only makes sense but works exceptionally well. So it’s not surprising that many providers of…
There appears to be growing interest in giving consumers more options to use their smartphones and other mobile devices for help in completing online transactions and resolving other support issues, judging by the release of two new applications. Earlier this…
Genesys, a provider of customer service and contact center software and services with more than 2,000 customers in 80 countries, is introducing this week a mobile customer care solution called Genesys Mobile Engagement. According to the company, the software empowers…
inContact, a provider of cloud contact center software and contact center agent optimization tools, earlier this week announced the availability of the first of three major product enhancements planned for 2012. Among improvements in the latest inContact release: Enhanced Agent…
Call centers have evolved way beyond a bunch of people fielding customer calls. Indeed, today’s “call center” customers are just as likely to reach out to your business via your website or Facebook page or Twitter account as via a…
Web chat and speech analytics are the two contact center technologies that will experience the highest growth rates this year, according to the fifth edition of The US Contact Center Decision-Makers’ Guide, a study of more than 200 U.S. contact…
Gary Kirkham doesn’t need to wait for a question to start talking about Pegasystems’ work with Farmers Insurance Group. Coming off a session with a potential new client – one of the largest life insurance companies in the world –…
Remember when shopping meant driving to the nearest store and buying the product on the shelf? Consumers may still buy at that nearby store, but chances are they’ll hit the Web first to research prices and gather recommendations from Facebook…