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What's the buzz: The customer service week in review – 14-01-11

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What has happened in the customer service industry in the week ending January 11, 2014 and what people are talking about.

The Happenings

Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification -- The Microsoft Lync Independent Software Vendor (ISV) qualification program is designed to help ensure that qualified applications from Microsoft Partners meet customer expectations for specific scenarios. With third party testing, the program defines specific requirements for interoperability with Lync Server, installation, set-up and configuration, documentation, and support.

Verint Expands Customer Service Capabilities with Kana Buy -- The aim of the acquisition is to enable organizations to implement a single-vendor suite to help transform customer engagement. The purchase of Kana, a portfolio company of private equity firm Accel-KKR, should be completed in Verint’s first fiscal quarter ending April 30.

Convergys deal creates call center giant -- Merger will result in firm with 125,000 employees based in 25 countries

Microsoft acquires cloud customer-care service provider Parature for $100M -- Microsoft’s acquisition of Parature isn’t completely out of the blue, as the two already have an existing partnership. Microsoft leverages Parature’s service in its contact management suite, Dynamics CRM. The acquisition not only cements this partnership, but it’s also expected to boost Dynamics CRM so that it can effectively compete with other vendors like Oracle and, as well as keep Parature’s technology out of the hands of Microsoft’s rivals.

Enterprise Startup PlayVox Brings Gamification to Zendesk -- PlayVox announced that Zendesk customers are able to integrate Gamified Agent Performance Management and eLearning solutions right within the customer service interface with an easy-to-use App.

Uptivity Introduces Contact Center Gamification Solution -- Leadership Can Apply Game Achievements to the Contact Center Environment to Improve Agent Motivation, Engagement, Retention and Performance

Vocalcom Introduces its Next-generation of Contact Center Software Solutions to Meet the Real-time Demands of a Rapidly Evolving Customer Service Environment -- The new solutions include enhancements to mobile and social engagement, rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences

The Talk

Transforming the Contact Center from a Pit Stop to a Destination for Talent -- Off Center Blog, Greg Levin

Twitter for Customer Service? These Companies Get It Right – Enterprise Irregulars, Esteban Kolsky

So What Do Customers Actually Want From Contact Centres? –, Jason Roos

How to Prevent Angry Customers –, Errol Allen

The Effortless Experience: Is There Anything of Value Behind The Hype? -- Customer and Leadership Blog, Maz Iqbal



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