Cisco’s Unified Customer Collaboration business unit showed how the growth of IP-based, Unified Communications (UC) software and infrastructure is fueling demand for new features, functions, software and capabilities in the contact center.
Contact Centers
Webcast: Fulfilling the Promise of Voice Authentication – The Passive Approach
A new generation of voice biometrics is being deployed in call centers. Technological advancements now enable “passive” authentication with high levels of accuracy, which overcomes historical challenges to customer adoption of voice authentication. Participants in this free webinar learn about… Read More ›
Financial Services Roundtable Highlights Program at Voice Biometrics Conference San Francisco
Panelists from Vanguard, Union Bank, Bank of the West, PayPal and Google to discuss need for multifactor authentication in mobile banking and e-commerce
West Launches IPO, S-1 Shows Steady Growth and Profitability
West’s S-1 filing shows prospective investors the financial results of a well-diversified technology company, divided into two separate operating units.
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.
SoCoCare Launches Social CIM
Cloud-based customer service specialist SoCoCare has formally launched a set of services to provide companies with the tools and resources for Social Customer Interaction Management or Social CIM(TM).
VoiceVault and Microsoft Pump of the Volume; Verify a Billion Authentications per Year
VoiceVault continues to take a great strides in addressing the primary concerns that prospective customers have expressed about the accuracy, reliability and scalability of its voice biometric-based authentication in real world implementations.
Research Report: How “Friction-Free” Care Can Bolster the Bottom Line
Centers, especially IVRs, are too often seen as friction points interfering with direct contact with live agents. In this document we describe how well-designed IVR applications coupled with ongoing, formal programs for Continuous Improvement (CI) improve customer satisfaction and ensure positive business outcomes.
NICE Systems Makes Voice Biometrics A Key Component of Contact Center Fraud Prevention
NICE Systems’ newly launched Contact Center Fraud Prevention solution demonstrates the effectiveness of a multilayered, context-aware approach to phone-based security.
Lithium Augments Community Support with Purchase of Social Dynamx
Lithium Technologies is buying Social Dynamx. Thus a firm whose software enables hundreds of “brands” to foster online communities is formally adding technology designed to engage contact center agents in conversations over social media.