What has happened in the customer service industry in the week ending April 6, 2013 and what people are talking about.
The Happenings
Interactive Intelligence Acquires Customer Base from New Zealand Reseller, Amtel -- Acquisition increases the company's presence in the region; gives local customers direct access to expanded support services; paves way for launch of cloud-based communications services in New Zealand
inContact Expands Cloud Platform With Powerful New Mobile Capabilities -- Highlights of the new mobile solutions include Mobile Co-browsing -- empowers agents to guide customers side-by-side through complex forms, transactions, account set up or issue resolution and Mobility Solutions for Customer Engagement -- Seamlessly integrated with a mobile website or application, the solution enables customer service agents to real-time chat with customers across mobile devices, tablets and computers. The inContact Mobile suite will be available to inContact customers beginning in late Q2.
VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights -- The latest notable additions to VPI EMPOWER capabilities also include enhanced QA evaluation calibration, drill-through performance management reporting, caller location visual mapping, and performance management starter packs.
Mitel Announces Cloud-Based Contact Center Solution for Small and Mid-Size Business in the U.S. -- Based on Mitel's freedom architecture, Mitel AnyWare Cloud Contact Center enables agents to work anywhere - from home, the office, or remotely - while providing all of the management and reporting tools designed to ensure customer inquiries are addressed at the first point of contact. The solution is fully managed by Mitel in highly secure and reliable data centers, offloading customers IT teams from the design, deployment and day-to-day management.
Successful Instances: Connect First Overhauls its East Coast Platform Creating A 400% Capacity Increase -- Connect First is set to complete a massive server overhaul in May for its Atlanta-based platform, producing a huge capacity increase for the cloud-based contact center SaaS company
The Talk
Poor Customer Service: Hurts Your Bottom Line – Desk.com, Steve Curtin
Why Should You Co-Create Your Customer Experience? -- Forrester Blogs, Kerry Bodine
Building Customer Communities Is the Key to Creating Value -- Harvard Business Review, Bill Lee
Interactive Intelligence Rolling Out New "All-In-One" Customer Services -- UCStrategies, Art Rosenberg
Comments