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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


Gogo Deploys Oracle Service Cloud to Support Enhanced Customer Experience

Gogo deployed the Oracle Service cloud to build on its position as the leading in-flight connectivity and entertainment provider, and to differentiate itself through a superior customer experience. The flexible, easy to use, cloud customer experience solution is helping Gogo make flying a more pleasurable, social and satisfying experience. In doing so, it has helped Gogo reduce customer service costs, decrease problem resolution time and deliver the best possible customer experience at 30,000 feet. From network troubleshooting to login issues, Gogo handles more than 1,500 real-time customer care interactions each day.
[Full Article]   Dec-15-2013


New ShoreTel Enterprise Contact Center Software Focuses on Needs of Large Customers

ShoreTel®, a provider of simple phone systems and unified communications solutions, released a new version of ShoreTel Enterprise Contact Center with enhancements driven by the needs of large enterprise customers. ShoreTel enhanced Enterprise Contact Center to maximize the number of interactions a contact center agent can efficiently handle. ShoreTel Enterprise Contact Center 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle - allowing a business manager to tune their contact center for maximum performance without compromising customer satisfaction.
[Full Article]   Dec-15-2013


Uptivity Releases its Uptivity Discover Suite Version 5.3

Uptivity, a provider of workforce optimization solutions, released a new version of the Uptivity Discover Suite, the company’s workforce optimization solution for contact centers. Enhancements in version 5.3 include a new gamification platform, expanded ad hoc reporting and new customer-driven features. Discover’s gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the “Leaderboard”, as well as list of the available ways they can earn more points.
[Full Article]   Dec-08-2013


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