Salesforce Unveils Service for Apps—the Future of In-App Mobile Support

PRESS RELEASE: Salesforce announced Salesforce Service for Apps and the general availability of Salesforce SOS. With Salesforce Service for Apps, powered by the Service Cloud, any company can now easily embed multi-channel customer service — including live video chat with a customer service agent — directly into mobile apps, giving customers an instant, contextual and connected experience. Continue reading Salesforce Unveils Service for Apps—the Future of In-App Mobile Support

fm24 selects Strategic Communications Services and Intelecom Connect to support facilities management help desk for international clients

PRESS RELEASE: Intelecom and its partner Strategic Communications Services (SCS) announced that fm24 has deployed Intelecom Connect for its facilities management help desk which supports clients around the world. Since implementing the SCS, Intelecom Connect based solution, fm24 has consistently met Service Level Agreements (SLAs) for call handling, whilst skills based routing has boosted operational efficiencies and helped deliver highly a personalised customer service to a constantly changing and diverse client base. Continue reading fm24 selects Strategic Communications Services and Intelecom Connect to support facilities management help desk for international clients

Semafone appoints Global Sales Director

PRESS RELEASE: Semafone® has appointed Iain Regan as Global Sales Director. Iain, who joins Semafone from Firstsource, has 20 years’ experience in managing sales operations for major outsourcing and consulting businesses. His expertise in the call centre sector spans Europe, North America and Australia – all key markets for Semafone. Continue reading Semafone appoints Global Sales Director

Verint Announces Availability of Engagement Management Solutions in Japanese

PRESS RELEASE: Verint® Systems Inc. announced the availability of the Japanese language version of its engagement management solution. Verint Engagement Management™ is comprised of customer service capabilities that include employee desktop, case management, email management, knowledge management, live chat, advanced co-browse, web self-service and more. It is part of the broader Verint Customer Engagement Optimization™ portfolio, which also includes advanced solutions for customer analytics and workforce optimization. Continue reading Verint Announces Availability of Engagement Management Solutions in Japanese