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The customer service week that was – 14-05-10

What has happened in the customer service industry in the week ending May 10, 2014 and what people are talking about.

The Happenings

inContact Acquires Workforce Optimization Provider Uptivity -- Uptivity brings approximately 700 customers to the growing inContact family. The combined customer base will benefit from broader, complementary solutions and rapid cloud innovation, with continued support for a variety of telephony infrastructures. inContact selected Uptivity due to the breadth of the company’s portfolio, their growing recurring revenue stream and their readiness to exploit the cloud opportunity.

Votacall, Inc. and All Business Communications, Inc. Finalize Merger, Strengthening Service Offerings While Unifying Employees and Customers Under the Votacall Name -- This combination strengthens Votacall's ability to deliver an unrivaled customer experience through an expanded product portfolio and technical expertise. This merger will assist in brand awareness and recognition in the marketplace and in doing so will unify employees and customers under a single organization and brand.

Announcing the release of OpenTok for Customer Service (OTCS 1.0) -- With a handful of server side and client side APIs, a website “call customer support” widget can be quickly introduced. If the user browsing the website needs help and clicks on the call customer support widget, a video conference will be initiated right from the browser and the customer will either be placed on hold or be connected to the next available representative. A customer service representative on the other hand can make themselves available for the next customer in line. Both scheduled and on-demand video chat features right from the browser can be quickly built with our latest OTCS SDKs.

The Talk

Addressing Common Contact Center Stupidity -- Off Center Blog, Greg Levin

Do Random Acts Of Customer Service Work? -- Golf News Now, Ian Hutchinson

The 7 Musts of Customer Service on Social Media -- Entrepreneur, Alice Martin

3 reasons why every CEO should do their own customer support -- The Next Web, Girish Mathrubootham