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What's the buzz: The customer service week in review – 14-02-01

What has happened in the customer service industry in the week ending February 1, 2014 and what people are talking about.

The Happenings

Avaya Extends Contact Center Expertise to Midsize Businesses -- Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centers with 5 -100 agents, the solution offers support for multichannel inbound and outbound contacts (voice, email, chat), call recording and reporting, streamlined set-up, maintenance, and management, and IP Office software support.

LiveOps Acquires UserEvents to Bring Real-Time, Contextual Routing to the Cloud Contact Center -- The company acquired UserEvents' flagship product CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile or voice channel in real time. This follows LiveOps' announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities, also announced today.

Evolv Launches Predictive Analytics Application for Managing the Workforce -- First cloud application to unify predictive analytics, machine learning and big data technology to take the guesswork out of workforce optimization

ShoreTel Delivers Benefits of Customizable Virtualization without the Complexity for All Sized Businesses -- Customers can mix-and-match hardware-based and virtual appliances for highest reliability and scalability at the lowest cost

The Talk

How Data Analysis Drives the Customer Journey -- Wired, Kumar Srivastava

Envision Takes Workforce Optimization to the Cloud – Richard Snow, Ventana Research

7 steps to socializing your customer service -- Smartblog, The Freshdesk Team

A success story: The customer will return for more products and good service —Examiner.com, Janet Carmichael

Beyond The Nonsense of Employee Engagement: What Truly Calls Forth ‘Engagement’ and Generates High Performance? – Customer and Leadership Blog, Maz Iqbal