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What's the buzz: The customer service week in review – 14-01-18

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What has happened in the customer service industry in the week ending January 18, 2014 and what people are talking about.

The Happenings

Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG -- Analysts may execute multiple strategies that modify, add or reduce staffing and execute and communicate hundreds or even thousands of schedule changes routinely. Those same strategies, once built following a simple wizard driven process, can then be saved for later execution with a simple click, drag and drop.

AltiGen Launches MaxCS Private Cloud -- MaxCS Private Cloud is powered by AltiGen's new MaxCS 7.0 software release, which is optimized for cloud deployment and includes the following key functionalities: Dynamic SaaS licensing for PBX/Contact Center features, Support for Polycom VoIP phones behind NAT/Firewall, Web-based Partner Portal for MaxCS Private Cloud Ordering/Management

Vocalcom Updates Its Contact Center Suite – The upgrade to the Hermes system includes enhancements in mobile and social engagement as well as improvements in customer interaction channels.

Alcatel-Lucent May Sell Enterprise Biz to Unify: Report -- Citing three unnamed sources, Bloomberg has reported that the sale of the enterprise group—which sells telecommunications products and services—would push forward the plan by Alcatel-Lucent executives to pare down the company's business units and focus on such core segments as mobile phone networks.

Aspect Software Bolsters Own Customer Service and Support with Announcement of ServiceCloud Deployment -- The larger aim of the ServiceCloud project is to empower Aspect customers, partners and employees by providing: improved 360 degree view of the customer and issues (sales through support), personalized, targeted and secured content by user type, workflow tools that adapt to the dynamic nature of our customer support requirements, enhanced data visibility and analysis tools

The Talk

Questioning The Answers – Aspect’s Analyst Conference – UCStrategies.com, Blair Pleasant

Neuroscience of Customer Engagement -- 5thglobalcontactforum.com, Keith Fiveson

Why I Work in “Customer Service” – Freckles and Spice, Ashley

Customer Service in the Time of a Data Breach – Blanchard LeaderChat, Barbara Notre

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