Last week, Active Endpoints introduced Cloud Extend Mobile, a SaaS offering that makes it easy for companies to offer easy (“Siri-like”) access to enterprise applications from smartphones.
conversational commerce
New Report: The 10 Rules to Promote Conversational Commerce
Quality customer care is at a crossroads. It is quite possible that all the investment in “Big Data” and analytics can crowd out genuine conversations between customer care professionals and their customers. At the same time, the growth of social networks, especially on always-on mobile devices threaten to make marketing messages and branding efforts irrelevant. This short document provides 10 rules for engaging customers more effectively.
Varolii Partners with Spoken to Support More Inbound Interactions
Varolii, a 13 year-old company that is the product of a merger between Par3 communications and EnvoyWorldWide), has added to more inbound services to its portfolio through a partnership with contact center productivity specialist Spoken Communications.
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.”
Lithium gets a $53 Million Vote of Confidence From VCs
New Enterprise Associates (NEA) and SAP Ventures have chipped in with original investors to put $53 million into Lithium Technologies.
Conversational Commerce in 2012: Emphasizing the “Self” in Self Service
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.
$17 Million Series C Financing Vote of Confidence in Twilio and “Conversations as a Platform”
Two of its three Series B investors our upping their ante in Twilio, providing cash to fuel the three-year-old company’s international expansion and growth in support of a community of telco application developers.
LiveOps Acquisition Makes SMS, Twitter Part of Customer Conversations with Remote Agents
Cloud-based contact center specialist LiveOps is buying New Zealand-based DataSquirt for $12.5 million.
British Gov’t Coaxes Utilities, Banks, Card Issuers to Make Personal Data Available
The British Government’s Department for Business, Innovation and Skills formally launched a program called MiData to make sure that personal data “should be released back” to customers or prospects when requested.
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.