Sep 25, 2013
Interactive Intelligence, a global provider of software and services designed to improve the customer experience, has received the 2013 EMEA Frost & Sullivan Contact Centre Company of the Year Award. The award is based on Frost & Sullivan’s recent research...
Sep 20, 2013
Contact centres and finding the right solution is all about the detail. Every contact centre is different, the complexity and sophistication of the solution needed is entirely dictated by the specific business needs and vertical sector that you operate in; there...
Sep 18, 2013
Could social media in its mainstream form become the go-to technology for customer service? The Gartner Group certainly thinks so. In a research paper published in April, Social Media for CRM Will Force a Shift From Contact Centres to Customer Engagement Centres, VP...
Sep 18, 2013
Based on its recent analysis of the workload management market, Frost & Sullivan recognises Genesys with the 2013 Global Frost & Sullivan Award for Technology Innovation in Workload Management. Businesses of every type are realising that they need to consider...
Sep 13, 2013
Video-based customer service is a key growth area. Think about the new Google+ platform – how it is designed to allow us to use easy, Google+ spontaneous video chat to strike up conversations with others, says Peter Flanagan, Genesys regional director: Southern &...
