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The customer service week that was – 14-03-08

What has happened in the customer service industry in the week ending March 8, 2014 and what people are talking about.

The Happenings

Q-Suite Offers Lighter Integration of Contact Center Activity Data into CRM Applications with new Enhancements to its Web Services API -- This enhancement of web services API for Q-Suite with support for XML, JSON, and YAML allows CRM applications to obtain real-time data from Indosoft’s multi-channel contact center solution.

Call center SaaS provider Five9 files for a $115 million IPO -- The San Ramon, CA-based company, which was founded in 2001 and booked $84 million in sales for the fiscal year ended December 31, 2013, plans to list on the NYSE under the symbol FIVN.

Mitel Acquires Contact Center Call Recording Supplier OAISYS -- With a significant focus on leveraging customer service and retention as a tool to unlock growth and revenue potential, the OAISYS acquisition coincides with the rapid emergence of customer-facing contact center applications as a key buying consideration for many organizations. The contact center call recording and quality management solutions offered by OAISYS enable data to be converted into actionable business intelligence that is increasingly a valuable asset for organizations of all sizes.

Spanlink Expands Its Cloud Services -- The company's Cloud Services include: Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), and TelePresence as a Service (TPaaS)

IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange, the World’s Leading Business Apps Marketplace -- The app provides a scalable and effective self-service solution capable of processing instant responses to millions of customer questions with up to 90% accuracy. Additionally, IntelliResponse VA for Salesforce helps companies gather customer insight and drive revenue. The solution collects authentic, real-time voice of the customer insight directly from the online interactions of customers, and can also deliver highly relevant offers that lead consumers down the purchase path in real-time.

Altitude Software Announces Real Time Analytics Solution to Drive Customer Engagement – Some features of uCI 8 performance management includes Access real-time information from anywhere, combine operational and business monitoring, customizable business metrics and customizable alarms and notifications;

The Talk

Cloud Call Center Software Untethers Customers --, Max Bal

Can exceptional customer service be automated? –, Steve Curtain

Finding Our Happy Place In Customer Service – Communicate Better Blog, Jeremy Watkin

Turn Angry Customers into Customer Evangelists –, Shep Hyken

Great Customer Service Experiences Come From Government (And Utilities) Too – Forbes, Micah Solomon