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 »
No Software-as-a-Service (SaaS) discussion is complete these days until someone touts the multiple benefits of moving applications to the cloud. It’s hard to ignore the promise of CAPEX and OPEX savings, especially when many businesses are still recovering from the economic crisis and searching for ways to provide additional value to their customers. But not all SaaS offerings are created equal. Some applications are a better fit for the cloud than...continue reading this post »
The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’. Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers want to connect on their own terms with the channel that suites them best. Vendors are attempting to respond to the customer’s needs with a variety of new solutions. Below is a recap of exciting technologies and solutions that were at the event.
360'CRM is a full spectrum CRM...continue reading this post »
Over the last ten years, interest in remote agent contact center models has steadily increased. For example, attendance at the February 2012 Remote Agent Summit increased by 30% over 2011. And home agent models are not limited to the United States and Canada. Several firms are operating home agent models in Europe and a UK version of the US Remote Agent Summit is planned for July. Michele Rowan of At Home Customer Contacts which hosts the Remote Agent Summit and Workshops reports that:
Survey...continue reading this post »
The following are some more information on the vendors who attended the IQPC event. AnalyticsFor companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner. InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates...continue reading this post »
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology...continue reading this post »
Driven to rethink priorities over the last few years, business leaders have been forced to look for more cost-effective and flexible ways to acquire and update their contact center solutions. This has paved the way for the rise of the hosted or cloud-based contact center market. While most other technology segments lost momentum, this sector has grown rapidly over the last two years. End users are turning to hosted contact center solutions because it gives them flexible and scalable virtual ACDs...continue reading this post »
Your company’s brand and reputation depend on your team’s ability to deliver a superior customer experience. Yet, people, processes and technology often conspire to create headaches for management and unsatisfactory interactions for customers.
Do these problems sound familiar? You receive calls from management demanding answers about why a host went down or why customer complaints are up. You may be off for the weekend but you still worry that a problem will not be detected as quickly as it...continue reading this post »
In a recent Blog, we reviewed a report from Ovum that analyzed the growth of the hosted contact center market and ranked its leading vendors.
Today, we’ll look at a new white paper from Contactual, a global leader in hosted contact center technology, which concludes that rapid technological changes make on-premises contact centers obsolete soon after they are installed, and suggests how enterprises can eliminate capital expenditures, increase customer satisfaction and stay on the forefront of...continue reading this post »