Latest posts

Confirmit CustomerSat Introduces active dashboards

Confirmit has launched Active Dashboards the latest enhancement to its Voice Of the Customer solution. Active Dashboards is designed to make it easier than ever to visualise feedback results and share VoC data across the enterprise for at a glance analysis, reporting and action management. Active Dashboards provide each employee with a personalised, interactive view […]

Omni channel 2013 – the rise and rise of mobile

2012 has been a tough year for the high street, with retailers around the world struggling to drive sales and many high street stores shutting their doors.  By contrast, the digital high street saw resilient growth. In fact research house IMRG anticipates a further 12 per cent increase in sales over the Christmas period taking […]

Vendors partner for cloud contact centre solution

Presence Technology, a worldwide leader in multi-channel Contact Centre solutions, and Datapoint UK, an integrator specialized in enterprise unified communications and Contact Centre technology solutions, have announced the availability of their Cloud Contact Centre in the United Kingdom. This hosted solution, focused on improving and streamlining customer service operations, uniquely addresses the evolving challenges of […]

Is your customer website mobile optimised?

Sabio has identified 10 key technologies that will help organisations optimise their Web-enabled customer journey during 2013 and beyond. The list highlights the importance of effective Web, social media, multimedia, apps and mobile-optimised sites in delivering integrated customer service experience. According to Sabio’s Head of Consulting, Stuart Dorman: “With Web access now widely available as […]

Contact centres lagging in social media service

According to research from ContactBabel, the contact centre industry analysts, many contact centres are still uncertain about using social media channels within their contact centre operations.   As part of its annual UK Contact Centre Decision-Makers' Guide, and in partnership with multi-channel contact centre specialist mplsystems, ContactBabel identified that some 28 percent of respondents still […]

Genesys goes for number One

Gensesys, a leading provider of customer service solutions, today announced Genesys One – a transformative customer service solution for the broader enterprise market. As part of a single software solution, Genesys One uniquely packages Genesys' world-class contact centre capabilities with innovative customer service best practices in the form of templates and applications, making it fast […]

Professional services the new growth engine. What’s your strategy?

You will learn how to: • create growth management strategies for services • achieve profitable growth through greater financial management • globalise the services organisation • bring maturity to services execution • bridge the service/sales and service/product divides Click to download the ebook   What could the most comprehensive end-to-end solution on the market do for […]

SMARTASSISTANT at customers’ service

The SMARTASSISTANT platform is the first enterprise-class, cloud-based technology that enables multi-channel retailers to implement guided selling solutions, and provides customers with a product advisory experience online, via mobile and at point of sale. The SMARTASSISTANT platform reinvents the role of a sales advisor and helps to lead the customer through product libraries by simply […]

QuestBack finds its own social niche

QuestBack, a global leader in enterprise feedback management and social customer relationship management has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012. According to this Gartner Magic Quadrant new report authored by Adam Sarner and Ed Thompson: "Social CRM works only if users voluntarily participate […]

Zendesk unveils new face of customer service

Zendesk has launched the next generation of its cloud-based customer service platform, setting what it calls a new standard in the consumerisation of enterprise software. The new Zendesk has been rebuilt from the ground up with a sleek interface touting a new set of innovative features and a visionary application framework, known as Zendesk Apps […]