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Bettering the Customer Experience . . .
The Case for Multichannel Customer Management
Over the past decade, the number of contact channels used by consumers to interact with enterprises has risen significantly, driven in large part by technology and consumer sophistication. The manner in which these channels have changed over the past three decades has also changed significantly. What used to be done solely over landline telephones now incorporates multiple voice and nonvoice tools. While exciting in many ways, the pace at which this has occurred has made it tough for enterprises to keep up with the latest portals and technologies associated with multichannel management. Contact channels typically fit into two categories: . . . read more >>
Calabrio Apps Selected for Cisco's SolutionsPlus Program
Calabrio, a provider of enterprise recording and contact center workforce optimization software, announced that Calabrio’s enterprise recording applications for Cisco MediaSense are now offered through the Cisco SolutionsPlus program, which allows select products and applications from third parties to be purchased through Cisco. . . . read more >>
Radish Choiceview Pops With Voice With Visuals
Radish Systems announces enhancements with version 2.0 for ChoiceView Agent. Contact center agents or representatives (reps) now find it even easier and more secure to send visual content, such as photos, diagrams, documents, or video snippets, while talking / texting with ChoiceView-enabled mobile callers. The ChoiceView platform allows mobile device users to simultaneously see, hear, and send information using any network, any phone. ChoiceView Agent 2.0 is an enterprise software that includes automatic rep screen pops, information encryption, local history saving, local file send, and more. Companies use ChoiceView to improve customer, patient, and technical support, add visual content to their interactive voice response systems (Visual IVR), and enhance mobile commerce. . . . read more >>
Aktana Launches Sales Intelligence Solutions
Aktana, a provider of analytics for sales force effectiveness, announced a new product suite to arm field sales forces with tools to increase the effectiveness of their day-to-day decisions. Aktana’s new Collective Intelligence Suite for Field Sales is an iPad accessible solution equipped with a sales suggestion engine. The Aktana solution delivers context-aware recommendations on which prospects to visit, which products to pitch, which messages to use, and how to effectively coordinate with other channel activity. Formerly called IncentAlign, the company also announced its new name, Aktana – derived from the words “actionable” and “analytics.” . . . read more >>
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