Dreamforce has always had elements of a Danse Macabre (Dance of Death) when it comes to its views of contact centers in the future.
Contact Center
Ingalls Hire Signals New Life-Cycles for Voxeo and its Labs
A 33-year telco industry veteran from an incumbent telco industry is taking the helm at Voxeo.
Survey Results – Caller Authentication: Likes, Dislikes and Preferences
In May 2012 Opus Research, in conjunction with Nuance Communications, commissioned Coleman-Parkes Associates to survey 1,000 individuals who had recently used their telephone for customer care. They described the shortcomings of present systems for caller authentication and provided clues that should be used in designing secure and convenient customer care in the future.
Nexidia Taking Analytics Vertical and Into the Cloud
As part of an overall strategy to support “analysis of issues, not channels,” Nexidia is introducing new product enhancements, services, packaging and pricing structures to accommodate emerging enterprise requirements.
Interactive Intelligence’s Interaction Mobilizer Addresses Major Headaches Surrounding Support of Mobile Customers
Interactive Intelligence (InIn) is taking a new approach to helping its corporate customers “go mobile.”
From QA & WFO to AI & VA: VPI Introduces VirtualSource
Long time call recording, quality assurance (QA) and Workforce Optimization (WFO) specialist VPI (aka Voice Print International) launched a new, cloud-based virtual assistant (VA) service called VirtualSource.
Spanlink and Convergys Partner to offer Cisco’s Collaboration Infrastructure “in the Cloud”
Spanlink and Convergys are joining forces to offer a comprehensive set of contact center solutions that leverage Cisco’s Customer Collaboration software, instantiated in Convergys’ cloud.
Virtual Hold Technologies, Now VHT, Focuses on “Finishing the Conversation”
Last week, we were briefed by VHT (the new brand Virtual Hold Technologies), which will be rolling out a new flagship platform, the Conversation Bridge.
Research Report-Mobile Customer Care: New Paradigms and Practices
Mobile subscribers are using their smartphones and other mobile devices to take control of their interactions with the firms with whom they choose to do business. They’ve forced companies to form mobile strategies that must go far beyond simply offering a “mobile app” and range to providing the most effective, and natural, mobile user experience. Companies and their technology providers have responded in kind.
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).