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What's the buzz: The customer service week in review – 14-01-25

What has happened in the customer service industry in the week ending Jan 25, 2014 and what people are talking about.

The Happenings

Aastra buys Swedish cloud unified communication specialist Telepo -- Telepo provides its UC solution through 16 service providers, including the two largest telecom operators in Sweden. Aastra will leverage Telepo's solution and growth opportunities to enhance its offerings for the European market, now enabling its customers to decide whether they wish to implement market leading premised-based, virtualized or multi-tenant cloud-based solutions depending on their particular needs.

8x8 Launches Enhanced Cloud Contact Center Solution to Help Mid-Market Organizations Improve Customer Relationships Across the Globe -- Latest Release Adds Increased Mobility and Security to Industry’s Most Complete, Reliable and Easy to Use Contact Center Offering

TantaComm Minimizes Cost of Call Center Solutions by Moving to Concurrent Licensing for Core Offerings -- Along with their Capture audio recording solution for both the Enterprise and the SMB market, TantaComm is now offering Capture screen recording and the Protect compliance enablement solutions under the standardized concurrent pricing model.

Epicor Announces General Availability of CRM 7.0 for Retail, the Next Generation Foundation for Winning Customer Engagement and Loyalty Strategies. -- Using this full view of the customer, their attributes, and behaviors, the Epicor Retail CRM 7.0 Robust segmentation modeling allows retailers to build more personalized campaigns and promotions for improved profits and brand loyalty

Interactive Intelligence IP Communications Software Suite Achieves Lync 2013 Qualification for Interoperability with Microsoft® Lync™ Server -- The Microsoft interoperability testing is part of its Lync ISV Qualification program, which helps ensure that qualified applications meet customer expectations for specific scenarios. Testing covers performance, reliability and SDK/API utilization. Interactive Intelligence first received Lync Qualification for interoperability in 2010. The company has been a Microsoft Gold ISV partner since 2007

Genesys Acquires Ventriloquist To Extend Cloud-Based Customer Experience Offerings -- By acquiring Ventriloquist, Genesys brings additional scale and technical expertise to its proven proactive communications solution, which also includes the capabilities from SoundBite Communications, acquired in July 2013. Genesys Proactive Customer Communications delivers cloud-based mobile marketing, payments, collections, and other proactive customer service solutions to enterprises.

Envision upends workforce optimization market; unique cloud-based software eliminates costly startup fees, deploys in under an hour -- Click2Coach Cloud is a complete recording, evaluation, coaching and agent analytics application that enables contact centers to capture phone, CTI, application workflow and desktop data. Additionally, the ability to deploy this solution in a browser-based application saves businesses up to $100,000 of startup costs and weeks of installation because it bypasses the need for expensive hardware and product licenses to integrate into legacy phone systems.

Loway Switzerland Releases the New QueueMetrics Call Center Suite Support Website -- The new QueueMetrics dot com call center monitor website is online. Used in thousands of call centers worldwide QueueMetrics sets up modern standards in performance measurement, statistics and reporting for call centers based on the Asterisk PBX technology.

Indosoft releases Web Services API for its Multi-tenant Contact Center Software to simplify Cloud services integration -- External applications can automate administrative tasks using Q-Suite’s web services API. Almost all functionality available through the standard admin interface of Q-Suite are made available through web services API. These APIs cover everything from the setup of tenants to the day-to-day management of the contact center solution. Tasks such as the contact center ACD real-time and historical reporting as well as CRM integration to the Dialer and the ACD can be accomplished using the web services. Additional interfaces provide real-time and statistical feeds for activities such as work-force management (WFM) integration. As a multi-tenant contact center software, Q-Suite allows role based access for tenant activities through its admin screens as well as through the API.

The Talk

Better Listening, Better Leadership -- Associations Now, Mark Athitakis

What We Can Learn From Seneca About Proactive Customer Service? – Forbes, Adrian Swinscoe

Migrating To The Next generation UC “Interaction Center” --, Art Rosenberg

Nest and Google’s Customer Service Problem – Harvard Business Review, Dan Pallotta

The Customer Is Not Your Friend (Yet) –, Geoffrey James

Can You Solve This Customer Interaction Puzzle? – Customer+Leadership Blog, Maz Iqbal

The Power of Integrating Customer Service Across Your Organization --, Mark Collier