[24]7 has formally announced general availability of its Visual Speech solution. This is precisely the product that we expected to see from the company that merges long-standing development in predictive analytics (carried out by Voxify), investment in natural user interfaces for interactive self-service (by Tellme and Voxify) and context-aware, multi-channel customer care (from 24/7 Customer).
mobile customer care
Californian Credit Union Is Fonolo’s First Call Back “Hat Trick”
Call back and queue management specialist Fonolo has its technology embedded in an iPhone app that represents the third modality in a multi-media contact center offering.
Occupy Customer Service?
There’s certainly no shortage of technological revolution affecting the way organizations serve their customers. For example, much of the industry buzz in 2010 and 2011 revolved around the impact of social customer care (net: low volume, high brand impact) and the continued adoption of SaaS-based customer service (net: still gaining momentum but migration taking longer than most thought).
February 1 Marks Day One for the New Genesys
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”