Call Centers

Top brands continue to push the envelope in customer service generally, but that's particularly true in the online sphere. So reports StellaService, which just this week published new data that ranks the top retailers in terms of customer service performance over the last month. "Some of these guys ...

Nice Systems has introduced a Contact Center Video Recording platform to its Nice Interaction Management suite. While not in great demand yet, this feature surely will draw more interest if customer service and regulatory trends continue on their current trajectory. The feature allows organizations ...

Another day, another mobile app release; except in this case, the app is aimed at the contact center supervisor -- not exactly a role that has been inundated with mobile functionality to this point. The application in question is Five9's latest cloud contact software application, which includes mobi...

Twilio last week rolled out capabilities that extend its communications API platform into the cloud contact center market. The new functionality is aimed at companies that want to migrate part or all of their traditional contact center operations to the cloud, or those that want to enhance existing ...

Pegasystems has rolled out the newest iteration of its marketing application. New or enhanced features include improved ability to perform real time event-triggered actions and new B2B recommendation functionality. The key to understanding this app is its name, "Next-Best-Action," said Steve Kraus, ...

Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service. Its features include case management; Web self-service; mobile chat; co-browsing; social listening, analytics and...

CallCopy recently unveiled cc: Discover 5.1, an upgrade to its flagship workforce optimization suite. Many of the changes incorporated in this version were made at the behest of customers who provided feedback at the company's first annual User Conference last fall, said Patrick Hall, CMO of CallCop...

KXEN has launched Predictive Offers, a real-time next best action tool for customer service and call center agents, on Salesforce.com's AppExchange. The product's goal is to improve customer retention, boost upsell and cross-sell, and improve the overall customer experience by providing agents with ...

Avaya unveiled the latest iteration of its customer experience management platform last week, introducing new analytics functionality and a multichannel focus on communication. The new platform's big-picture mission is to foster holistic customer service -- an experience that will become a different...

CRM will be a top spending focus for enterprises this year and next, according to a Gartner report. What's more, CRM will be THE top spending focus -- edging past the behemoth category of enterprise resource planning -- based on a newly released survey of IT investment priorities for 2013 and 2014.