By Tim Pickard, NewVoiceMedia’s SVP Marketing
We’re pleased to report that NewVoiceMedia has been selected to provide the service telephony at salesforce.com’s Dreamforce conference, the world’s largest vendor-led technology event.
Our market-leading cloud contact centre solutions, which integrate seamlessly with Salesforce to deliver a personalised and unique customer experience, will be used by Salesforce support agents in Dreamforce’s Live Customer Engagement Centre, located in the Expo...continue reading this post »
In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.
Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3. The business application software supplier is...continue reading this post »
Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.
Empirix At a time where companies are making major...continue reading this post »
While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.
Several conference sponsors discussed their plans and reported on their progress:
Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...continue reading this post »
SpeechTEK/CRMEvolution/Customer Service Experience Review #1
In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...continue reading this post »
August 13, 2013
Disasters can arise anywhere, at any time. And now, we are now in the middle of hurricane season—with an estimated 20 storms predicted to pummel the Atlantic states throughout the summer and fall.
Most executives shudder at the thought of what would happen in the event that a data center shuts down for even a few seconds because of a natural disaster; that’s because during these critical times your customers often depend on you the most to be available whenever and wherever they...continue reading this post »
July 19, 2013
While we can appreciate conclusions from various consultants and bloggers on No Jitter that many cloud-based vendors have an “emerging-technology premium price” for their services, we think the hypothesis that all cloud services have a higher TCO is far too broad (see Total Cost of Ownership in 2013). Dave Michaels recently followed up and does an admirable job of addressing many of the issues with TCO comparisons (The Pitfalls of TCO). While UCaaS and disparate configurations...continue reading this post »
Is your vendor capable of delivering uptime and support after the high intensity deployment and then over the long haul? That’s a big question for those responsible for selecting a vendor for a hosted contact center or IVR solution. You’ve read the vendor’s literature, evaluated several solutions, met with the various sales and technical teams from each vendor and made your selection. Everything seems to be in place. Even the deployment went smoothly!
But, what happens after the initial...continue reading this post »
When guests enter your home, the goal is to make them feel comfortable enough to stay—so that the next time they come, they feel even more at ease. These interactions should grow with time, so that eventually each guest feels completely relaxed in your space.
Your contact center is no different. And if you intend to increase your ROI, it is important to think of your long run as well as short term interactions. The intention is to keep a customer coming back for life as repeat business is the...continue reading this post »
A couple of weeks ago, Aberdeen Group’s Omar Minkara wrote about the risks of call recording in the contact center, offering tips to help ensure PCI DSS (Payment Card Industry Data Security Standard) compliance. He raised some critical issues, ones that anyone involved in the contact center should not only be aware of – but vigilant in protecting against.
Call recording, as a critical element of contact center Quality Assurance programs, provides cloud-based contact centers the ability to...continue reading this post »
Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries. Multi-channel solutions, analytics, voice of the customer measurement, mobile...continue reading this post »
Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base. Business owners and managers are realizing that the conversations taking place...continue reading this post »
In today’s highly competitive consumer marketplaces, effective customer engagement becomes the key differentiator that can separate an organization from the pack and enable it to quickly win market share over domestic and international competitors. Having the capability to quickly respond to marketplace forces and impactful events to deliver performance improvement is critical to immediate and long-term success.
As companies face commoditization of their product and service offerings, they need...continue reading this post »
The cloud contact center market is experiencing tremendous growth, while the on-premise sector struggles on. NewVoiceMedia, a leading provider of integrated cloud contact center services, experienced fourfold growth between Q1 2011 and 2012, and now serves more than 8000 agents in 30 countries including PhotoBox, QlikTech and SHL. NewVoiceMedia’s CEO Jonathan Gale believes that the contact center market has lacked innovation from traditional on-premise vendors for many years. The company is...continue reading this post »