What has happened in the customer service industry in the week ending August 23, 2013 and what people are talking about.
Indosoft Announces the Availability of Right-to-left Language Support in Q-Suite 5.7 -- Localization to Right-to-left languages involves Right-to-left text layout, text justification and directionality support. The availability of RTL support with the implementation of UTF-8 encoding in Q-Suite will now enable proper representation of languages like Arabic and Hebrew in the screens used for customer interactions. Organizations can now develop and display sophisticated agent-customer interaction scripts in RTL languages using the built-in Script Builder tool for their customer contact programs.
Echopass Announces New Large Enterprise Edition Bundle -- The Echopass Enterprise Edition offers a complete, cost-effective bundle of 40+ contact center applications and services to support the demands of complex contact centers with 500 to 20,000 agents.
Noble Systems Delivers New Functionality for Its Award-Winning Noble Composer Contact Center Agent Desktop -- Key enhancements and features include: Integrated Noble Softphone, Agent or Line Side Call Recording, Supports starting and stopping the call recording on the agent side or line side of the conversation, SOAP Web Services Actions, Stored Procedure Support, and One-click Redial Button
TantaComm launches Capture for Small- to Mid-Sized Contact Center Operations -- This version of Capture retains most of the recording functionality as the original Capture solution, but operates on a smaller infrastructure footprint. Additional TantaComm solution modules are available as add-ons allowing clients to select only the products their business model specifically requires.
Are You Riding The Customer Experience Hobby Horse Into Wasteland? – CustomerThink.com, Wim Rampen
Delivering Social Customer Service – Focus on the Basics – UCStrategies.com, Blair Pleasant
The Truth About Customer Experience -- Harvard Business Review, Alex Rawson, Ewan Duncan, and Conor Jones (Login may be required)