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.
customer care
Teletech Reselling Salesforce.com’s Service Cloud
Business process outsourcing (BPO) specialist Teletech has reached an agreement whereby it will resell features, capabilities and components hosted in Salesforce.com’s Service Cloud.
Voxeo Pumps Up Developer Support With Voxeo Connect Program
Voxeo has formally launched the Voxeo Connect program offering go-to-market partners, including solution providers, resellers and systems integrators.
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.
Salmat Makes Big Move to Avaya
In a pre-holiday-rock-your-world moment, Avaya and Salmat jointly announced a multi-million dollar (meaning between $10 and $20 million) deal whereby the Australian contact center outsourcer would replace its Genesys-based platform with “a broad suite of Avaya technology and expertise.”
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.
VoxGen and MyDex are Recruiting Qualified Businesses for Enhanced Authentication Project
VoxGen and MyDex are moving their enhanced authentication project to its next phase by recruiting participation from one or more businesses who want to gain a better understanding of how their customers want to carry on commercial conversations across multiple channels.
West Interactive Partners with Syclo to Addresses Need for Multiplatform Mobile Strategies
Yesterday West Interactive announced a partnership with Syclo, a company whose core products and services simplify and accelerate the process of extending applications to multiple mobile platforms.
VC Investment in Interactions Acknowledges that Investors Recognize a Problem
Interactions Corporation completed a financing round totaling $12 million, which is earmarked to support a “growing customer base, expand its marketing presence, and invest in new technology.”
Voxeo Makes it Easier for Mobile Customer Care Apps to Add Voice Calling and Chat
Voxeo formally announced Phono Mobile, which it characterizes as a “toolkit” that makes it possible for mobile app developers to add real-time voice communications and high-definition audio to a range of devices running Apple’s iOS or Google’s Android.