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The customer service week that was – 14-06-14

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What has happened in the customer service industry in the week ending June 14, 2014 and what people are talking about.

The Happenings

Interactive Intelligence Signs Partnership with West -- The partnership agreement enables West to provide sales, service and support nationwide for the entire suite of Interactive Intelligence communications solutions. The Interactive Intelligence solutions, which can be deployed in the cloud or on-premises, offer contact center, unified communications, and business process automation functionality to organizations of all sizes.

Integrated Research Revolutionizes Contact Center Performance with new Prognosis Software -- The company unveiled call recording assurance in conjunction with a range of application performance management features in a new contact center version of its Prognosis software.

3CLogic Announces Integration with Zendesk -- The integration provides: automatic customer profile “Pops”, automatic creation of new support tickets for any customer without a prior history record, and a new customer search tool.

CallMiner Advances Cloud-Based Speech Analytics with Eureka Express Mining -- Driven by architecture updates in the latest release of CallMiner’s speech mining platform Eureka, Express Mining customers can now have full-scale call analytics delivered from the cloud within minutes of call completion.

Press Release: Calibrus Call Center Services Launches Energy Authentication and Verification (EAV) Services For The Energy Utility Industry -- EAV services, similar to TPV services for the telecommunications industry, help to decrease energy account fraud and slamming, enhances the client on-boarding process by providing client survey and welcome programs, increases customer retention rates, and helps energy providers to stay ahead of the regulatory and compliance curve.

Five9 Delivers an Innovative Approach to Mulitchannel Cloud Contact Center Software with Five9 Connect as well as Native Social, Mobile, Chat and Email Capabilities -- The company is offering native multichannel applications: Five9 Social, Five9 Mobile Care including a visual dialog designed for smartphones and visual customer feedback, Five9 Chat, and Five9 Email/

The Talk

3 Reasons Your Customer Service Doesn’t Inspire Loyalty – Saleforce.com Blog, Laura Fagan

Surprise! Customer Service Doesn't Need To Be Delightful - Just Effective – Forrester, Kate Leggett

Most Important Post I Have Written This Year: What Does It Really Take To Know Your Customers? – The customer and leadership blog, Maz Iqbal

What is "The Customer Experience?" – LinkedIn.com, Sean Gardner

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