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.
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.
A stand-alone entity called Genesys launches today with what it terms “100% focus on customer experience.”
In 2011, the idea of “self-service” is morphing from a derogatory term about automated handling of calls into an IVR or contact center and has transformed into the preferred point of arrival for users of the mobile, multimodal Internet.
West Corporation’s pending acquisition of HyperCube brings to light a very important “ground truth” in the world of Conversational Commerce.
In September 2011, Face It was ready to come out from under the radar. Doing business as Hold-Free Networks, it experienced a highly successful launch at Demo Fall 2011.
At G-Force Melbourne, Alcatel urges companies to “make smartphones and the mobile Web tools for customers or prospects to define where, when and how to toggle from self-service to assisted service.”
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.
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.
With all the chatter building around social media, data mining and analytics, it’s easy to forget that the telephone remains a frequently used instrument for conversational commerce.