West’s S-1 filing shows prospective investors the financial results of a well-diversified technology company, divided into two separate operating units.
Contact Centers
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.
Genesys Labs Enters the Cloud-based Contact Center Fray with Salesforce.com
Even though Genesys Labs already has a long history of offering hosted contact center services (with the likes of AT&T, Verizon, Orange Business, Echopass and others), it is set to launch a new set of cloud-based offerings at Salesforce.com’s Dreamforce 2012.
Upcoming Webcast: Survey Says “Fix Caller Authentication!”
Join Dan Miller, Sr. Analyst at Opus Research, and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
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.”