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The customer service week that was – 14-05-17

What has happened in the customer service industry in the week ending May 17, 2014 and what people are talking about.

The Happenings

Genesys, Zendesk Partner to Enhance Cloud Contact Centers -- The development relationship spans all of the Genesys Customer Experience Platform editions. The combined product will initially be available for the Genesys Premier Edition – Virtual Contact Center, which allows customers to quickly deploy and manage a contact center or help desk in the cloud. Using the Zendesk console, voice interactions will be routed directly to the optimal customer support employees.

Zultys Mobile Communicator 4.0 brings Contact Center and Visual Voice Mail Capabilities to Android Devices -- With Zultys Mobile Communicator 4.0, mobile and remote workers can now answer contact center agent calls from their Android devices and access the same call management features as their office counterparts. If the best person to answer a customer call is remote or on the road, business owners no longer have to worry about compromising the quality of their customer service.

The Talk

When all is said and done, it’s customer service that really counts – IFS World, Neville Hobson

Does Your Contact Center Have Big Ears? – Business to Community, Kirsi Tarvainen

Why Have CRM, 1:1 Marketing, and Customer Experience Failed? – The Customer and Leadership Blog, Maz Iqbal

Where is the ROI in CXM? – Customer Centric

Contact Center Economics 101: First Call Resolution – It’s Not Only a Quality Metric – Customer Think, Bruce Belfiore