Read about new Contact Center and CRM product releases here.
Twilio - Acquisition of Ytica Signals More Assertive Approach to Expansion in the Contact Center Market
— Presented By: Twilio
Twilio took a significant step forward in its quest to become a leading player in the contact center infrastructure market with the recent acquisition of Ytica, a specialist in customizable contact center reporting, speech analytics and workforce optimization software. Over
Calabrio Analytics Offers Triple Threat Capabilities for Building the Bottom Line
— Presented By: Calabrio
When it comes to increasing profitability in the contact center environment and achieving ROI on technology investments, there are usually three key areas of focus Driving down operating costs by lowering call volume Boosting customer satisfaction and NPS by uncovering
Improve the Self-Service Experience
— Presented By: Aspect
According to the 2017 Aspect Consumer Experience Index, automated assistants are now a routine part of nearly half of consumers’ lives. In fact, over half of Millennials surveyed would rather interact with an intelligent assistant for customer service than speak to
In an Up and Down Season, New York Mets Team with Avaya to Build a Connected, Collaborative Work Environment
— Presented By: Avaya
In describing the fate of the New York Mets on the field in 2018, the cliché used by baseball writers and sportscasters is that it’s been a roller coaster ride. After a sizzling start climbing to the top of the
Sharpen Hones a Platform that Enables Businesses to Perfect the Omnichannel Agent Experience
— Presented By: Sharpen
One of the most pervasive clichés used by suppliers is that their solution “delivers a seamless customer experience across all channels.” But in the real world, few of these products account for the needs of the agent who is still
Twilio’s Launch of Flex Platform Is Turning Heads in the Industry
— Presented By: Twilio
The introduction of Twilio Flex, the company’s first complete contact center platform, was the subject of much speculation before it was unveiled at the 2017 Enterprise Connect conference. The actual announcement generated a tsunami of media coverage during the event,
NICE inContact Takes a New Path with CXOne, Their First Jointly Promoted Pure Cloud Platform
— Presented By: NICE inContact CXone
When a customer engagement product is launched under the banner of ‘meeting the evolving expectations of customers for seamless omnichannel experience’ and ’enabling businesses to act smarter and respond faster,’ it’s not always earth shattering news. But when the solution
ZohoOne: An “All-You-Can-Eat” Application Suite at A Price That Any Business Can Swallow
— Presented By: ZohoOne
As the lines of distinction continue to blur between sales, marketing and customer support, there has been a growing need for a solution that can bring all the disparate information from these business units together while integrating needed apps as
inContact Analytics Provides Actionable Insight from Every Voice, Email, and Chat Interaction
— Presented By: NICE 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.