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Thunderhead.com making ONE engagement noise

Thunderhead.com a customer experience management company has launched its SaaS ONE Engagement Platform, which is designed to help brands intelligently engage with their customers and manage their journeys, humanising digital interactions, fostering deeper relationships and increasing customer insight. The Thunderhead.com ONE Engagement Platform is a suite of SaaS solutions that enables businesses to deliver highly […]

IBM all for smarter customer engagement

IBM engagement with key customers is part of the company's strategy to tap into the $20 billion market for Smarter Commerce software. IBM announced that it is helping a range of global business leaders across major industries, such as Anheuser-Busch InBev, Bank of America, ConocoPhillips, Expedia.com, Office Depot, Radio Shack and Virgin Atlantic Airways, better […]

Amex doing nicely on customer engagement

Consumers have ranked American Express highest in customer satisfaction among US credit card companies, according to the annual nationwide study by J.D. Power and Associates. The '2012 Credit Card Satisfaction Study' study looked at six factors to determine overall satisfaction (those being Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards programmes, Benefits and […]

Ember analyses new contact centre service

Customer management consultancy, Ember Services, has launched an innovative new service that it says will give UK contact centres access to advanced speech, text and social media analytics without the need for upfront investment in technology licenses or skills development.  Ember’s ‘Managed Analytics’ service combines best-in-class technology with expert and insightful interpretation to provide comprehensive […]

UK consumers ready for contactless payment?

The contactless payment symbol is now recognised by the vast majority of British consumers, suggesting that consumers are aware not only of the technology but also of the nationwide roll-out of the system, according to research from Barclaycard. More than 80% of the public – almost double the figure from 2011's survey – said they […]

To blog or not to blog is the question

More than half believe that channelling marketing communication through a blog is ‘quite’ or ‘very’ realistic. These are the results of the Say Communications’ survey report, ‘Blog the Brand Builder? The 50 marketers who were polled also voted Twitter and LinkedIn the most popular social networks with 80% usage. And two out of five had […]

A Noble attempt for mobile contact centres

Noble Systems, a global leader in unified contact centre technology solutions is releasing Noble Web Reports, a powerful tool designed to free managers and supervisors from their desks and get them back on the floor where they can manage more effectively. “Fast, efficient contact centres require real-time management, which means meaningful access to reports and […]

Confirmit adds another string to bow

Confirmit  has added another string to its bow with the acquisition of CustomerSat, the Enterprise Feedback Management software and services provider, previously owned by MarketTools. Confirmit is a leader in the Voice of the Customer (VoC) market, and this acquisition of CustomerSat, a recognised EFM and loyalty leader, is designed to add greater breadth and […]

Fewer outsourcing contracts going around

The number of new IT and business process outsourcing contracts worldwide dropped by 20% to 411 in the second quarter from 516 in the same quarter a year ago, with average contract values also sliding, a research firm said. "The market is growing, but the pace of growth is slowing down," said Salil Dani, practice […]

Cloud based CRM floats past in house platforms

Businesses are reporting high levels of confidence in cloud-based CRM systems, with more than half saying they see better value from these systems than from their in-house equivalents, according to recent research from cloud CRM provider Really Simple Systems. The survey found that adoption of cloud CRM systems has soared over the course of the […]