Mattersight Granted New Patent for Personality-Based Call Center Applications

PRESS RELEASE: Mattersight Corporation leverages the power of personality connections to facilitate shorter, more satisfying calls between consumers and contact centers. On March 17, 2015, the United States Patent and Trademark Office issued to Mattersight U.S. Patent Number 8,983,054, entitled Method and System for Automatically Routing a Telephonic Communication. Continue reading Mattersight Granted New Patent for Personality-Based Call Center Applications

Zendesk Partners with Facebook® to Power Businesses on Messenger

PRESS RELEASE: Zendesk, Inc. announced a partnership to power Facebook’s new Businesses on Messenger product enabling businesses for the first time to communicate with customers through Facebook’s popular messaging app. Through an integration of its Zopim chat product with Messenger, Zendesk is allowing businesses to provide scalable and responsive customer service to the more than 600 million people worldwide who use Messenger. Continue reading Zendesk Partners with Facebook® to Power Businesses on Messenger

Ytel Launches X5 Mobile Admin for Cloud Contact Center Customers and Expands Cloud Ecosystem

PRESS RELEASE: Ytel, Inc., creator of the most advanced Cloud Contact Center software announced the launch of its first mobile application for iPhone and Android as an administrative companion to their innovative X5solution. The new app integrates seamlessly with X5, pulling real-time, quantifiable data for supervisors and floor managers (Administrators). Continue reading Ytel Launches X5 Mobile Admin for Cloud Contact Center Customers and Expands Cloud Ecosystem

Businesses vastly underestimate impact of a personal connection in customer acquisition and retention according to NewVoiceMedia study

PRESS RELEASE: NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, has released new research revealing that sales teams are failing to use data-driven insights and personalisation to close deals. 86 percent of prospects claim that just five minutes of preparation prior to sales calls boosts success, yet more than half of calls are poorly researched. Continue reading Businesses vastly underestimate impact of a personal connection in customer acquisition and retention according to NewVoiceMedia study

No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics

PRESS RELEASE: NICE Systems announced the launch of IVR Journey Analytics, a solution designed to reduce customer effort and improve the experience of Interactive Voice Response (IVR), the automated phone system that guides callers through self-service menus. The solution helps organizations optimize the IVR channel, turning what has often been a frustrating process into a perfect experience. Continue reading No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics