What has happened in the customer service industry in the week ending March 2, 2013 and what people are talking about.
The Happenings
Genesys to Acquire Leading Cloud-Based Self-Service Contact Center Provider, Angel, from parent MicroStrategy -- Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million
Indosoft Enhances Q-Suite’s Work Force Management (WFM) Integration Connector -- Indosoft Inc., developers of Q-Suite, announced the completion of its connector for integration to NICE IEX Workforce management software. This integration for historical data and real-time adherence will provide the necessary contact center ACD data required by the WFM software for forecasting and scheduling as well as agent adherence and performance.
inContact Announces Major New Release of Award-Winning Cloud Contact Center Software -- The new cloud software release is designed to harmonize contact center operations by creating a single integrated flow of multi-channel interactions, enabling customers to communicate via their channel of preference, optimizing agent workflow and contact handling and giving contact center managers a complete view of their entire operations.
Nexogy Adds Outbound Call Center Services to Communications Offering -- Nexogy, a hosted communications solutions provider, and Sytel Limited, a vendor of contact center software with predictive dialing, announced a partnership to offer enhanced features and functionality with a new outbound call center solution. The offering provides businesses with a complete cloud-based call center solution with centralized management.
Eagan-Based Stream Global Services Acquires British Call Center Company --Stream Global Services, an Eagan-based call center company, announced Tuesday that it has completed its purchase of U.K.-based LBM Holdings Limited, a customer service company employing roughly 2,500 workers. The deal was worth nearly $44 million, according to the Star Tribune.
Giva, Inc. Launches New Cloud Product Release For Customer Service/Call Center Reporting Tools to Lower Labor Costs and Rapidly Identify Trends and Patterns – The company released a visual reporting tools for customer service and call center organizations. Real-time reports can be generated within seconds even with very high volumes of complex data sets, allowing managers to instantly identify emerging trends and patterns to facilitate better and faster decision-making. Most of the real-time visual reports run in ten seconds or less with visual representation of data and drill-down capability.
The Talk
What to Do When Customers Get Mean on Social Media -- Young Entrepreneur, Scott Levy
Is Your Contact Center a Fantasyland ... Or Not? – Call Center Times, Kathleen M. Peterson
10 Ways to Use Social Media to Skyrocket Your Customer Loyalty -- Social Media Today, Liz Alton
The Customer-First Culture and Good Customer Service – ServiceManager.org, Chi Pong Wong
CSR: It is How To Engage Your CSRs – CustomerManagementIQ.com, Greg Levin
The Customer Is In Control – ICMI.com, Sarah Stealey Reed
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