What has happened in the customer service industry in the week ending September 21, 2013 and what people are talking about.
Incontact announces second major release of award-winning cloud contact center software in 2013 – The company delivers new outbound offering, enhanced salesforce.com agent interface, mobile supervisor applications and expansion of its powerful cloud API set
Cloud Routing Provider Connect First Announces Partnership with Communication Solutions -- Connect First, a provider of cloud routing solutions for the direct response industry, has announced a partnership with Communication Solutions, a premier provider of call center services. As a Certified Cloud Routing Destination for Connect First, Communication Solutions will have a distinct advantage over contact centers that are not certified destinations.
From CallCopy to Uptivity -- CallCopy was founded by contact center industry veterans who had experienced the limitations of traditional recording systems. Their goal was to build a solution that would scale quickly and affordably to meet the changing needs of customers, without sacrificing functionality.
Usan Releases Metaphor Voice Hosted Contact Center Suite -- Metaphor Voice offers new and improved features in a single-tenant, PCI-compliant system. Base features include an automated outbound dialer for high-volume outbound calling, an automatic call distributor (ACD) for intelligent inbound call routing, and an interactive voice response (IVR) system for automated customer service.
Lumos Networks Launches Hosted Call Center -- The Hosted Call Center solution is based on the BroadSoft Call Center Express platform and can improve call handling in any call environment - basic or complex, with or without a traditional call center
Ask the Contact Center "Expert" -- Re-reloaded -- Off Center Blog, Greg Levin
UC and “Contextual” Customer Interaction Performance -- UCStrategies.com, Art Rosenberg
Social Media for the C-Suite: Avoid Saying Stupid Things -- Associations Today, Ernie Smith
inContact Delivers a Personal Connection – NoJitter.com, Sheila McGee-Smith
Proactive Customer Service: Turning A Buzzword Into A Business Policy – Open, Jason Brick
Reasons Why All Employees Need Internal Customer Service Training – CustomerThink.com, Seth Brickner