What has happened in the customer service industry in the week ending August 17, 2013 and what people are talking about.
Enghouse Interactive Introduces New Console for Lync -- The new console, part of what was formerly the Zeacom Communication Center suite, combines Enghouse Interactive's intuitive operator interface with Lync's powerful unified communications capabilities to deliver improved productivity and a better caller experience. The new solution delivers a potent blend of professional, efficient call handling and a range of tools enabling businesses to measure that service and monitor its delivery. This capability is complemented and extended by the value Lync provides around presence and availability, enabling operators to intelligently interact with the customer and provide an exceptional service.
Teleopti CCC Workforce Management solution is compatible with key Avaya contact center solutions – Teleopti CCC Release 7 is now compliance-tested by Avaya for compatibility with Avaya Aura® Contact Center Release 6.3 and Avaya Communication Server 1000 Release 7.6. Teleopti is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party solutions that interoperate with Avaya technology and extend the value of a company’s investment in its network.
Platform28 Releases New Contact Center Communications Platform -- The company is rebranded from Unified Arts to reflect its new focus and unveiled a new cloud-based package that delivers a unified multichannel contact center, private branch exchange, interactive voice response, and network call-routing.
UsefulTools to Debut Call Center Agent Platform at TechCrunch Disrupt -- UsefulTools, Inc., a technology startup based out of Miami, was founded by entrepreneur Adam Boalt last December shortly after his successful exit from his previous company. UsefulTools' turnkey platform providing small businesses, marketers and software developers with access to over 100,000 call center agents operating in 46 call centers. The software as a service (SaaS) allows businesses to create agent scripts and launch live answering solutions in under 60 seconds for as little as $0.50/minute.
Aspect and Voxeo to Make Industry Debut at SpeechTEK 2013 – Voxeo’s featured demo at SpeechTEK shows how its leading multi-channel self-service platform, Voxeo CXP Pro, seamlessly operates with the Aspect Unified IP contact center, including CTI (Computer Telephony Integration) and attaches data gathered in the IVR or mobile app to the call so that the contact center agents get a screen pop of relevant information ensuring seamless handover from self-service to live assistance.
Do You Need a Chief Customer Officer? -- CustomerThink.com, Jeanne Bliss
Great Customer Service – it only takes a small change to make a big difference – New Chapter Learning
How to Say “NO” in customer service - FreshDesk.com, Muthu
Best Practice: Use Business Intelligence to Optimize Customer Self-Service -- ICMI, Zach Messler
The Oldest, Best Measure of Customer Happiness -- Linkedin.com, Fred Reichheld