What has happened in the customer service industry in the week ending September 14, 2013 and what people are talking about.
WorkFlex Solutions Launches WorkFlex@Home to Optimize Part-Time Agent Scheduling Effectiveness -- WorkFlex@Home provides part-time agents with a user-friendly web-portal that enables them to easily see and select hours of work using a intelligent scheduling user interface that is continually updated in near real-time as changes in call demand patterns are identified and as agent schedules are modified.
Echopass First Cloud-Based Contact Center to Announce Customers Protected Via New PCI DSS Guidelines -- In February, the PCI Security Standards Council augmented its security requirements for cloud service providers due to factors such as increased market threats, the dramatic uptake in cloud services, and new channels like mobile and social posing untested risk. Users of Echopass’ contact center solutions provided with its Premier, Corporate and the new Enterprise Edition will be the first to enjoy the benefits of the certification at the most current level of security protocols.
Genesys Disrupts Speech Analytics Market With New Actionable Analytics Offering -- Actionable Analytics enables organizations to make automated, accurate decisions based on customer voice and text interaction data, a critical requirement to driving key business outcomes.
WFM solution certified as component of ASC’s workforce optimization suite -- Teleopti certified as advanced technology partner by Siemens Enterprise Communications partner program
AireSpring Announces Major Expansion of Call Center Product Line -- The product supports inbound; outbound and blended calling; ACD and IVR; Consolidated Reporting and Analytics; CRM Pop-up and Integration; Consolidated Administration; Single Window Interface; Skills-based Routing; Dynamic Call Recording; Predictive, Progressive, and Preview Dialing; Single Click Agent Monitoring and Reporting; Call Transfer; Hold; Conferencing; Context-based Call Scripting; Agent Presence and Instant Messaging; and Call Prioritization among many other advanced features to meet the needs of any call center.
Calabrio Makes Voice of the Customer an Accessible Dimension of Big Data -- Calabrio Speech Analytics makes it easy to reveal meaningful customer insights in otherwise complex data initiatives
SYNNEX Announces Acquisition of IBM’s $1.2+ billion CRM BPO Business -- SYNNEX will enter into a multi-year agreement with IBM in which Concentrix will become an IBM preferred business partner for global customer care BPO outsourcing services, providing an extended ecosystem and delivery engine for Concentrix’ and IBM’s extended partners and solution providers. Once the transaction is complete, Concentrix will have approximately 45,000 employees servicing over 300 clients in over 40 languages through over 50 delivery centers on six continents
Verint Extends Collaboration with BT to Provide Its Full Enterprise Workforce Optimisation Suite in the Cloud -- The new cloud service—part of BT’s Optimise Contact offering—works alongside a customer’s existing contact centre, be it a cloud contact centre or an onsite contact centre. It runs on BT’s extensive global network that is available in more than 190 countries, and introduces a flexible solution that can help customers quickly implement WFO, add agents, and bring down risks and costs, while boosting customer satisfaction
BT expands cloud contact center with customer self-service and workforce optimization -- Previously, most cloud-based providers couldn’t offer solutions for all the components of a call center. This forced organizations to rely on multiple vendors to get the tools they needed to be successful. Cloud-based WFO and multi-channel self-service are the final pieces in the cloud contact center puzzle. With our full suite of cloud-based solutions, organizations of all sizes can now access the right tools to manage operations and provide a world-class customer experience.
Fuel Your Agents’ Service Spirit - and Elevate the Customer Experience -- Telus.com, Greg Levin
Why Customer Service Is The Life Or Death Of Your Company – Forbes, Steve Olenski
Putting the Customer Back in Customer Service – WinTheCustomer, Flavio Martins
Is There Any Real Value In Customer Experience? – Customer+Leadership, Maz Iqbal
The Formula for Success: Improved Quality = Lower Costs and Higher Revenue - Customerthink.com, Donna Fluss