Read about new Contact Center and CRM product releases here.
inContact Analytics Provides Actionable Insight from Every Voice, Email, and Chat Interaction
— Presented By: inContact
It’s one of the mysteries of the ages in contact center operations. Why does one group of customers consistently praise the service they receive while another group does nothing but submit negative feedback? What causes such wildly diverse reactions in
NICE Quality Central: A Game-Changing Enterprise Quality Management Solution - Work with Any Recording Platform and Incorporate Data from Any Source
— Presented By: NICE Systems
If you ask business executives how important it is to have a
comprehensive quality management (QM) solution, most invariably answer that it
is a key priority. NICE has introduced an all new enterprise-scale quality management
solution designed to change the equation.
Nanorep Chatbots Focus on Understanding What the Customer is Asking to Deliver Personalized Service
— Presented By: Nanorep
Nanorep, a provider of self-service virtual assistants, and smart
bot solutions, takes a different approach.
West Uses its Extensive Call Center Management Experience to Design a Superior Cloud Contact Center Solution
— Presented By: West
To earn the type of customer loyalty that engenders repeat business and referrals, every interaction that a company’s agents have with consumers needs to be transparent, simple and helpful.
Yactraq Puts QA and Business Intelligence in Context with Speech Analytics Insights Driven by Machine Learning
— Presented By: Yactraq
Speech analytics is inarguably one of the most valuable tools that businesses can deploy to understand the changing requirements of their customers and monitor the day-to-day performance of their staff.
HireIQ announces its support for WFO 2.0
— Presented By: HireIQ
By making a better hiring decision, companies are able to increase the benefits they already receive from their WFO 1.0 technology and process investment.
Avaya is a Powerful, Affordable Workforce Optimization Solution for Midsize Organizations
— Presented By: Avaya
Getting the best possible performance out of front line personnel is a critical element of delivering the kind of superior customer engagement experience that helps keep companies stay competitive.
Mitel Steps up to the Plate with Advanced Mobile Communication Capabilities to Support the MLB All-Star Game
— Presented By: Mitel
By unifying communications platforms, Mitel also provides the flexibility and scalability required for the Padres to handle added demand for All-Star game tickets as well as additional major entertainment events.
Lionbridge Translation Platform Integration with Episerver Digital Experience Cloud Opens the Door to Greater Global Personalization
— Presented By: Lionbridge Technologies
While people communicate in a plethora of different languages, consumers all over the world now seem to have a few common expectations.
AssistEdge by EdgeVerve Delivers an Integrated Omni-Channel Experience to Make Life Easier for Both Customers and Agents
— Presented By: EdgeVerve Systems
Self-service solutions can simplify matters, but there is still resistance and much room for improvement.
Zeta Interactive: Enabling Businesses to Provide Personalized Engagement via Centralized Information
— Presented By: Zeta Interactive
The Zeta CRM is a comprehensive, multichannel marketing solution that unifies and unlocks data which gives companies access to a formidable digital marketing engine that drives personalized, insightful conversations with their customers.
NICE Puts the Agent into the Equation with Introduction of Adaptive WFO
— Presented By: NICE Systems
Many businesses have focused their time and resources on developing a better understanding of their customers: what they’re looking for, how they prefer to communicate, and how to most effectively meet their needs.
Strativity Acquisition of Touchpoint Dashboard Shifts Focus to Customer Journey Management
— Presented By: Strativity
Lior Arussy, Strativity President, feels that many people in the industry aren’t quite sure how to manage the customer journey.
TeamSupport Adds Webcam Video Capabilities to Help Resolve B2B Tech Support Issues
— Presented By: TeamSupport
TeamSupport was created to focus on the needs of the business-to-business community.
Cyara Crawler Helps Businesses Discover New Paths to Improving IVR Service
— Presented By: Cyara
With connected consumers becoming increasingly aware of the quality of the voice self-service applications offered by the organizations with which they interact, having an outmoded, unresponsive IVR is a liability that should no longer be tolerated.
SAP Announces Powerful Line-Up of Hybris Tools at Yankee Stadium
— Presented By: SAP
SAP’s hybris portfolio will offer an agile array of tools designed to empower up-to-the-second customer profiling, drive better digital commerce and improved community development as well as give companies the capability to stay connected with the constantly evolving needs of its customer base.
New research from Pelorus Associates shows vendors competing on value, to gain traction in highly concentrated $1 billion interaction recording market
— Presented By: Pelorus
Our annual market research reports have shown many changes over the years but one thing that has not changed is the dominance of two or three players.
Demand for Enterprise Search Applications Drives Exceptional Growth at Coveo
— Presented By: Coveo
Enterprise search technology specialist Coveo achieved all these milestones in 2014 and is looking ahead to advancing even further in the year ahead.
7 Assist: Chat Drives Improved Customer Engagement and Increased Revenue
— Presented By: 7
The problem is that while chat solutions have been around for about ten years, most products have not essentially changed.
'Slow and Smart' Growth Brings TCN to the Forefront of Cloud Contact Center Providers
— Presented By: TCN
It’s refreshing to hear of an organization that embraced a technology early, remained steadfast in their belief even when the marketplace did not react immediately and achieved success through their perseverance and ability to adapt to change.
Flying Solo on Sales, Tech Entrepreneur Uses Online Group Meetings to Soar to Success
— Presented By: ITDatabase
Travis Van, founder of ITDatabase took the adage “if you want something done right, do it yourself,” to heart.
SugarCRM Builds Its Own Path to Ten Years of Success
— Presented By: SugarCRM
In a space that many believe has been dominated by one player, SugarCRM is celebrating its tenth year as an innovative and affordable provider of CRM solutions.
LiveOps Partners with Twilio CX to Offer Companies an Out-of-the-Box Google Chrome Contact Center
— Presented By: LiveOps Cloud
The basics of the recent announcement by cloud telephony firm Twilio are impressive. Twilio bundles the company’s WebRTC powered client, 7,500 voice minutes, a Plantronics headset and a Chromebook together to offer a complete ready to use communications solution.
Salesforce Offers a Competitive Edge for Small Businesses with Next Generation Desk.com
— Presented By: Salesforce Desk.com
If you run a small business, this can either be the best of times or the worst of times. Today’s challenges may be greater than ever.
Salesforce1 Service Cloud SOS to Change the Face of In-App Support
— Presented By: Salesforce Service Cloud
Salesforce innovative solution will offer the
capability to put an SOS button, similar to the Amazon Kindle ‘Mayday
button, directly inside any mobile app.
Intelliverse’s IntelliConnection Helps Move Sales Results into the Fast Lane
— Presented By: Intelliverse
Intelliverse, a company previously known for its open systems connection
telephony, IP telephony and cloud-based IVR, is now focused on
easy-to-use and quick-to-implement solutions to help businesses become
more successful by improving the quantity and quality of customer
Genesys Alliance with Zendesk Provides Improved Customer Experience and Offers Expansion Opportunities
— Presented By: Genesys
Most working relationships between companies are undertaken to benefit both organizations, but there are few where the immediate synergies are as evident as in the alliance announced by customer experience and contact center solutions provider Genesys and Zendesk.