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Infratel Launches MightyCall React

Infratel, a global provider of contact center solutions for small and mid-size businesses, announced the launch of MightyCall React and the companion product, MightyCall React Mobile for iOS. The two products make up a comprehensive solution enabling small business teams to work together more efficiently to receive, review and respond to customer requests from anywhere. MightyCall React enables the small business to support a variety of technology forward communication channels that their customers want to use, while enabling the small business to handle these requests without the need for dedicated phone agents.
[Full Article]   Jan-16-2014


Aspect Software Bolsters Own Customer Service and Support with Announcement of ServiceCloud Deployment

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, announced that it has entered into an agreement to deploy Salesforce’s ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support. Striving to implement best-in-class processes and technologies, ServiceCloud will aid in Aspect’s customer support and knowledge management functions. The phased deployment will include collaboration with Aspect partners and the Aspect Software Users Group (ASUGA) to create an interaction portal that provides greater functionality and easier access to knowledge, documentation, and software updates.
[Full Article]   Jan-15-2014


Microsoft Acquires Parature

Microsoft Corp. announced that it has reached a definitive agreement to acquire Parature, a provider of cloud-based customer engagement solutions. The acquisition will add world-class customer self-service capabilities to further accelerate the Microsoft Dynamics vision of helping organizations deliver amazing customer experiences. As a provider of cloud-based customer service software to midsize and enterprise organizations, Parature has a well-earned reputation for outstanding customer service with 70 million users worldwide and more than 500 well-known brands.
[Full Article]   Jan-08-2014


Verint to Acquire KANA Software

Verint® Systems Inc. announced the signing of a definitive agreement to acquire KANA Software, Inc., a provider of customer service solutions delivered both on-premises and in the cloud. The acquisition would form a unique and revolutionary combination that would extend Verint’s Actionable Intelligence® strategy. The collective solutions from Verint and KANA would enable organizations worldwide to implement a single-vendor suite to help transform customer engagement. The acquisition of KANA, a portfolio company of Accel-KKR, is expected to be completed in Verint’s first fiscal quarter ending April 30, 2014.
[Full Article]   Jan-07-2014


Accenture Awarded Contract to Help Belk Deliver a Seamless Multichannel Customer Experience

Accenture has been selected by Belk, the largest family-owned and -operated department store company in the United States, to help the retailer to deliver a seamless experience to customers across all shopping channels – in-store, online and mobile – as part of its Omnichannel Transformation Initiative. Under the agreement, Accenture will help Belk ensure that products in both stores and warehouses appear available whether the customer is shopping online or in-store, reducing the possibility that a sale is missed because the product appears to be out of stock in a specific location. The program will also include planning the implementation of a new digital platform, improving the customer experience on, growing Belk’s customer analytics capability and integrating its operations to help it operate consistently across multiple shopping channels.
[Full Article]   Jan-06-2014


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