“Multi-Channel Customer Care: A Survey of Consumer Preferences” Webcast On-Demand – Sign-up Below! There’s still time to register for this free Webcast. I’ll be sharing results from a survey of “shoppers” regarding actual use of multiple channels when dealing with… Read More ›
Contact Center
Webcast “Multi-Channel Customer Care: A Survey of Consumer Preferences”
“Multi-Channel Customer Care: A Survey of Consumer Preferences” Webcast On-Demand – Watch Below! In both preference and practice, people have established personal preferences in how they interact with selected vendors. A recent Opus Research survey shows the increasing sophistication in… Read More ›
Genesys-Alcatel/Lucent Offer “No Name” Developer Resources
The main issue that both Genesys and Alcatel-Lucent was how the combined company will support third-parties.
Consumer Survey Results: Attitudes Toward Streamlined Customer Service
Featured Research In this era of social media, customers are becoming much less patient with traditional customer care channels. That’s why it’s so interesting to evaluate survey results that provide insight into customer preference and intention to use new tools… Read More ›
Alcatel Lucent Transformation Underway to Support “Hybrid Clouds”
Market realities and technological changes have spawned dramatic changes in Alcatel-Lucent and its Genesys subsidiary.
Avaya to Deliver “Recombinant Telephony Terminal”
According to a report in Network World, Avaya’s Alan Baratz will intro a new “chameleon-like appliance” during a keynote address at VoiceCon.
Cisco and Salesforce.com to Offer Contact Center “In the Cloud”
Salesforce.com and Cisco Systems are partnering to offer a new service called Customer Interaction Cloud.
Annals of Corporate Recombinant Telephony: Both Siemens and Avaya Have Plans for Nortel
The deadline for bids for Nortel’s enterprise assets has passed. Word is that Gores Group/Siemens has countered Avaya’s offer. Stay tuned.
Genesys and Teleperformance Team Up to Offer Genesys OnDemand
The “on demand” offer from global contact center outsourcer Teleperformace, in conjunction with the Genesys subsidiary of Alcatel-Lucent is something that large cash-strapped, risk-averse enterprises should evaluate.
Genesys “GValidates” OpenMethods RightNow Adapter
There is a fully tested integration between the RightNow’s On Demand Agent Desktop and the Genesys Customer Interaction Management through OpenMethods’ RightNow Adapter.