What has happened in the customer service industry in the week ending March 9, 2013 and what people are talking about.
The Happenings
Workforce Management Software Group and dvsAnalytics Execute OEM Reseller Agreement -- The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that they have executed an OEM agreement with dvsAnalytics, Inc., Scottsdale, AZ, the provider of the Encore recording, quality management and workforce optimization suite, to resell Community within their existing framework. dvsAnalytics will be marketing the product exclusively branded as “Encore Community” worldwide, directly and thru their extensive channel partner network.
Avaya Unveils New Tools for Understanding the Customer Experience and Managing Multichannel Interactions -- Avaya's Customer Experience Management analytics and multichannel solutions allow organizations to proactively address the multifaceted requirements and expectations of customers today. Many current technologies limit the ability to create an accurate picture – or contextual awareness – of the customer’s experience, their needs and behaviors. The growing number of customer interaction channels generates new challenges to delivering service across channels, yet also provide organizations with more opportunity than ever to extract valuable insights through smart analytics.
Digium Introduces Switchvox Cloud -- Hosted Unified Communications Solution -- Switchvox Cloud provides the same Unified Communications (UC) features, reliability and flexibility of the Switchvox premises system, but with the benefits of a hosted offering. Digium offers the Switchvox Cloud service in a private cloud environment with a month-to-month, no obligation payment plan, helping businesses manage their budgets by avoiding costly capital expenditures, while providing a maintenance-free business phone system.
Teleopti and ASC Sign Global Partnership Agreement -- ASC’s WFO suite comprises communications recording, quality and performance management, speech analytics and desktop analytics, eLearning, customer feedback and workforce management. Teleopti is a workforce management solution provider basedin Stockholm Sweden.
The Talk
Social Media Adoption: The Movement Toward a Channel Agnostic Contact Center -- 1to1Media.com, Mariann McDonagh
The Top 10 Pieces Of Advice From Voice Of The Customer Leaders – blogs.forrester.com
10 Surprising Stats About Great Customer Experience – ResourceNation.com, Megan Webb-Morgan
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