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The customer service week that was – 14-03-29

What has happened in the customer service industry in the week ending March 29, 2014 and what people are talking about.

The Happenings

Indosoft offers Zendesk integration for Q-Suite, its multi-channel contact center solution for Asterisk -- For Asterisk telephony, Q-Suite ACD is a powerful contact center solution offering Skills-based-Routing for voice, email, and web, with Queue prioritization. This integration will allow users of Zendesk the benefits of an industry leading contact center ACD with optimized call routing and distribution capability. Zendesk integration is the latest addition to the customer service solutions for which built-in support is offered by Q-Suite.

FMSI Releases New Bank and Credit Union Branch Staff Efficiency Calculator -- The complimentary web-based calculator provides banks and credit unions with a tool to quickly assess both their labor cost savings potential, and their staff downtime hours.

Aspect Software Announces Strategic Alliance with LiveVox, a Leading Provider of Cloud Contact Center – The companies agreed to a strategic alliance to and to deploy, market, and sell a comprehensive portfolio of cloud-based services and solutions. Under the agreement, Aspect and LiveVox will collaborate to deliver industry-leading SaaS and PaaS solutions. The strategic alliance will enable LiveVox to expand its product set to include Aspect’s market-leading WFO and multi-modal self-service/IVR suite, bringing significant new cloud capabilities to its BPO customers in North America. Aspect will become the exclusive distribution arm for LiveVox’s cloud solutions outside of North America.

The Talk

How To Get Your Customer-Centric Mojo Working -- Forbes, Micah Soloman

How to use customer service to differentiate your business – Small business Spotlight -, Guest Author

How Kindness Cures in Customer Service – Barbara Kohzam