Contact Centre as a Service: Getting started with Social Customer Service

BLOG: Klaas van der Leest, Managing Director, Intelecom UK Ltd, shares his top five tips for successful social media customer service in contact centres.

Love it or loath it, social media is here to stay. Customers enjoy the immediacy of using IM, Twitter or Facebook to share information and ideas. People expect to interact using their PCs, tablets, mobile phones and other personal electronic devices. Continue reading Contact Centre as a Service: Getting started with Social Customer Service

Verint Recognized for Leadership in Customer Engagement, Workforce Optimization and Product Innovation

PRESS RELEASE: Verint® Systems Inc. announced that it has received analyst recognition for its growth across global markets and market share leadership in workforce optimization (WFO). This is in addition to awards received for its customer experience initiative, desktop and process analytics software, and customer service solutions from KANA®, A Verint Company. Continue reading Verint Recognized for Leadership in Customer Engagement, Workforce Optimization and Product Innovation

Citrix Unveils New Version of Market Leading Third-Generation Unified Platform for Application and Desktop Virtualization

PRESS RELEASE: Citrix announced new releases of XenApp and XenDesktop, extending its market and technology leadership in application and desktop virtualization and in business-ready workspaces. XenApp and XenDesktop 7.6 deliver an unmatched user experience with instant app access, and virtually eliminate the costs of ensuring storage performance. The new releases set a new industry standard for security, and include many new capabilities that can be integrated seamlessly into existing Citrix environments without disruption. Continue reading Citrix Unveils New Version of Market Leading Third-Generation Unified Platform for Application and Desktop Virtualization

ECT Provides Next-Generation Intelligent Network for Multi-Channel Cloud Contact Center Services and Contact Center Seats on Demand

PRESS RELEASE: ECT (European Computer Telecoms AG), vendor of complete solutions for value-added services in the voice and multimedia domain, won a multi-million Euro tender to deliver their INtellECT® Next-Generation Intelligent Network and effECTive® Network-Based Contact Center to a new provider of cloud call center services, including on-demand agent seats. Continue reading ECT Provides Next-Generation Intelligent Network for Multi-Channel Cloud Contact Center Services and Contact Center Seats on Demand