Cloud Centers

Bright Pattern, a provider of the next generation of cloud contact center and customer experience management solutions has  Better CS, a Business Process Outsourcer (BPO)  to help retailers mitigate losses from credit card chargebacks. Credit card chargebacks is the reversal of sales. It happens when the credit card company refuses to pay the charges; those charges are charged […]

Call centers are working hard to constantly improve the quality of service offered to customers, and to enhance their own productivity. Many call centers rely on speech analytics to instantly access and review data from millions of customer engagements, classify cost reduction, as well as optimization opportunities, monitor compliance, and easily uncover the root cause

Interactive Intelligence, a global provider of call center technologies and software solutions, has announced it is planning to expand its Asia-Pacific headquarters in Kuala Lumpur, Malaysia to a larger facility. According to a company official, managing more than 1,000 clients in the region required a new   facility capable of handling the increased manpower and future

3CLogic, a company that delivers inbound, outbound and blended cloud-based contact center solutions, recently announced that its cloud software platform has been selected by I Drive Safely, an online drivers training firm, to improve operational efficiency and the overall client experience. 3CLogic’s solution, if required, will also be integrated with Verint’s actionable intelligence solution to

One of the more interesting but relatively obscure parts of the contact center solutions industry is that of creating scripts for agents. With so much attention paid to using technology to automate (i.e., reduce cost while increasing performance) things like hiring, training and scheduling agents it can be overlooked that those agents need a great

Capgemini recently launched its new Integrated Procurement and All-Channel Experience solution, inPACE for NetSuite.

3C Contact Services, North America’s provider of contact center solutions for small- and medium-sized businesses, recently announced that its solutions have greatly benefitted an existing client in the publishing industry. The officials from 3C Contact Services said the client has improved its customer retention rate by 33 percent as well as customer save rate by