Recent Posts - page 102

• Webcast Reprise: Transforming Customer Engagement to Positive Customer Advocacy

  By Dan Miller on July 25, 2011

  Because of a communications problem, the webcast we scheduled for last week was interrupted mid-stream. We have rescheduled a live reprise for today: Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy Monday, July 25, 2011, 9pm PDT / Tuesday,… Read More ›

• Voxeo Makes it Easier for Mobile Customer Care Apps to Add Voice Calling and Chat

  By Dan Miller on July 22, 2011

  Voxeo formally announced Phono Mobile, which it characterizes as a “toolkit” that makes it possible for mobile app developers to add real-time voice communications and high-definition audio to a range of devices running Apple’s iOS or Google’s Android.

• USAirways Moving IVR and Call Steering into the Nuance On Demand Cloud

  By Dan Miller on July 21, 2011

  

  In a move that reflects overall momentum of enterprise information infrastructure into “The Cloud”, USAirways has launched a new speech-enabled IVR and call steering resources to Nuance On Demand.

• The Debut of Speech-Enabled Teletext

  By Dan Miller on July 19, 2011

  

  “UK teletext specialist SysMedia launches new subtitling software.”

• West Interactive Adds an On-Premises, Managed Services Option

  By Dan Miller on July 13, 2011 • ( 3 )

  Recognizing that new customer engagement models engender increased complexity, West Interactive has rounded out its IVR offerings by adding a premises-based, managed service option.

• Avaya Updates Its Suite of Experience Management Software

  By Dan Miller on July 12, 2011

  

  xactly one year after its ambitious set of announcements of transformational technologies for contact centers, Avaya has formally rolled out upgrades to the Avaya Aura Contact Center (AACC) suite aimed to help its customers handle unprecedented amounts of contextual information that accompanies customer conversations.

• Siemens Enterprise Puts Emphasis on HD Voice

  By Dan Miller on July 12, 2011

  

  Siemens Enterprise Communication’s quest for differentiation has taken it squarely into the realm of HD Voice.

• Webcast: Transforming Customer Engagement to Positive Customer Advocacy

  By Dan Miller on July 10, 2011

  Opus Research’s Dan Miller will introduce and moderate a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank.

• Hot Off the Virtual Press, “Rethinking Customer Service: The Call Center as Corporate Information Hub”

  By Dan Miller on July 8, 2011

  TheSocialCustomer.com has issued a report entitled “Rethinking Customer Service: The Call Center as Information Hub.” I contribute a section about new roles for Customer Service Reps (CSRs) in support of Conversational Commerce.

• Two Vendor Studies Breed Introspection for Multimodal Contact Center Operators

  By Dan Miller on July 5, 2011

  

  In June both Interactions Inc. and Dimension Data issued results of a survey survey work that collectively portray the challenges confronting modern contact center operators.

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