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.
Contact Centers
West to Acquire HyperCube LLC; Tackle Network Reliability for Multichannel, Mobile e-Commerce
West Corporation’s pending acquisition of HyperCube brings to light a very important “ground truth” in the world of Conversational Commerce.
Hold-Free Networks Launches Cloud-Based Platform for Customer-centric Care
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.
ALU-Genesys Calls for Companies to Incorporate Smartphones in Conversational Care Strategies
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.”
Hot Off the Virtual Press, “Rethinking Customer Service: The Call Center as Corporate Information Hub”
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.
Two Vendor Studies Breed Introspection for Multimodal Contact Center Operators
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.
Webcast Tomorrow: The Contact Center as a Customer Information Hub
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.
RightNow Releases Customer Experience Survey Results
At RightNow’s Customer Summit in Colorado Springs this morning, CEO Greg Gianforte discussed some of the high-level results of this year’s “Customer Experience Survey.”
The “CRM to VRM Connection”: Dan Miller on the Road to Vendor Relationship Management
Opus Research’s Dan Miller gave the “CRM baseline” presentation at last week’s VRM+CRM 2010 Workshop, conducted by Project VRM and the Berkman Center for Internet & Society at Harvard Law School. Thus started discussions of the path from today’s decidedly… Read More ›
Time For Enterprise IT to Publish API’s
When Alcatel-Lucent bought Programmable Web in late June, it acquired a company that, over the years, had aggregated a dynamic and lively repository of API’s (application programming interfaces), mashups and, most importantly documentation.