NICE Journey VoC combines voice of the customer and journey mapping to improve customer interactions.
CRM Across the Wire,
Posted 06 Aug 2015
The partnership will result in the integration of the two companies'workforce automation technologies.
CRM Across the Wire,
Posted 05 Aug 2015
Workstreampeople's communication and dialogue management platform gets an overhaul.
CRM Across the Wire,
Posted 04 Aug 2015
Bright Pattern has added text messaging to its omnichannel customer service solution.
CRM Across the Wire,
Posted 04 Aug 2015
Indosoft has added field validation and improved condition logic in its agent screen script builder.
CRM Across the Wire,
Posted 03 Aug 2015
VBVoice with VisualConnect will support simultaneous dual-channel IVR development to create voice- and data-enabled applications.
CRM Across the Wire,
Posted 29 Jul 2015
What brands can learn from United's social customer service hits and misses. (Featured on SMartCustomerService.com.)
CRM Featured Articles,
Posted 28 Jul 2015
TeamSupport Customer Insights helps support agents connect with customers by putting a face to the name.
CRM Across the Wire,
Posted 28 Jul 2015
Plum Insight ties customer feedback to specific agent interactions for targeted, actionable reports and holistic views across organizations.
CRM Across the Wire,
Posted 28 Jul 2015
As an IBM Watson ecosystem partner, Purple Forge is leveraging Watson technology to improve the customer service experience for the City of Surrey in British Columbia, Canada.
CRM Featured Articles,
Posted 24 Jul 2015
Mobile solution extends real-time capabilities for managers.
CRM Across the Wire,
Posted 23 Jul 2015
HeyWire's texting applications are now fully integrated with Interactive Intelligence's Customer Interaction Center.
CRM Across the Wire,
Posted 22 Jul 2015
Confirmit Horizons delivers deeper insight and greater agility for market research, voice of the employee, and voice of the customer programs.
CRM Across the Wire,
Posted 21 Jul 2015
The new app promises to boost efficiency for customer service reps. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 17 Jul 2015
Ytel's VoicePath guides agents with scripted audio responses.
CRM Across the Wire,
Posted 16 Jul 2015
French firm acquires the U.S. contact center outsourcing firm.
CRM Featured Articles,
Posted 13 Jul 2015
The Zappix Smartphone Visual IVR now supports a mobile survey tool for customer service interactions.
CRM Across the Wire,
Posted 09 Jul 2015
Separate but specialized support teams are replacing traditional outsourcing. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 07 Jul 2015
The solution provides insight into all unified communications components, including contact center deployments.
CRM Across the Wire,
Posted 07 Jul 2015
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