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What's the buzz: The customer service week in review – 14-02-15

What has happened in the customer service industry in the week ending February 15, 2014 and what people are talking about.

The Happenings

Vocalcom Break Boundaries, Bringing New Contact Center Software Apps to Engage with Customers on Mobile Devices -- Smartphones and tablets are rapidly changing the behavior of consumers. Vocalcom Mobile offers business users a complete set of features to connect with customers on their mobile devices. Including, a cloud-based drag-and-drop app builder and integrated contact center capabilities - enabling budget-conscious businesses to quickly build modern mobile apps at a fraction of the cost.

Castel Releases Manual Dial Only Platform -- The agent selects the number to call and Castel CallPoint™ completes full verification against local, state and federal rules before clearing the call for agent to take action. Because the solution hasn’t the ability to call in any other mode other than manual, it provides a heightened level of assurance that their business is calling with strict compliance adherence.”

Bright Pattern Integrates Zingaya Web-Call Into Its Contact Center Offering -- With ServicePattern and Zingaya's technology, consumers can now cross over from a visual Web-based engagement channel to a voice-based interaction channel augmented with Web data, delivering a unified, cross-channel customer experience.

Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider platform -- announced the delivery of version 6.1.2 of its Enghouse Contact Center Service Provider or CCSP (formerly CosmoCall Universe), a platform that enables Cloud based contact center applications, Highlighted in the latest software release are: remote Site Survivability (RSS) that enables the service provider to deliver a fully redundant solution that is no longer network dependent, A new client-side media stack integration that utilizes an advanced communications library, and an advanced SOAP-based APIs for administration and chat.

Acqueon to Present New Contact Center Solution at the 2014 Microsoft Lync Conference -- AiQ is a complete contact center solution for Microsoft Lync, providing a multi-channel singular experience. Designed specifically for Lync with native integration through Microsoft’s Unified Communications Managed API, AiQ is one of the few contact center solutions to earn qualification for Lync 2013.

Workforce Optimization Solution Vendor Launches Redesigned, Responsive Website -- Coordinated Systems, Inc., of East Hartford, CT is pleased to release the fifth iteration of the CSIWORLD.COM website, which was developed with a responsive design methodology which optimally fits the size of the pc, tablet or mobile device used.

CallTower and ComputerTalk Partner to Extend Hosted Microsoft Lync with Contact Center Features -- The Partnership between CallTower, a provider of integrated, cloud-based communications solutions and ComputerTalk, a provider of Lync-native contact center products and communication-enabled business process (CEBP) applications are provide growing businesses the ability to use Microsoft Lync with an integrated contact center solution in a hosted environment.

The Talk

Are you Parenting or Managing Your Staff?, Rosanne D’Ausilio, Ph.D.

Don't Keep Your Customers Waiting! – Customer Service Management, Errol Allen

Customer Experience Management – Gauging attitudinal loyalty – iQube Marketing, Christopher Horne

Turning "Likes" into "Dislikes:" Are Your Social Media Policies Killing Your Customer Service? – Nemertes Research, Lisa Durant

The Importance of Creating Human Connections with Your Brand in Social Media – Social Media Today, Andrew Hutchinson

Inertia should never been mistaken for loyalty! – Jericho Consulting

7 Customer Service Mistakes (And How to Avoid Them) – SalesForce Blog, Adam Toporek