Call Centers News & Articles

Enterprise social technology provider Moxie Software is integrating its Spaces by Moxie social software suite with the Microsoft Lync unified communications application.

Cloud-based contact center solutions and optimization provider inContact has released version 13.1 of its platform. The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used. 

Customer service and contact center technology provider Genesys is acquiring cloud-based self-service applications specialist Angel from business intelligence vendor MicroStrategy. Genesys says it is trying to expand its arsenal of cloud-based customer service solutions.

As we wrap up our month-long focus on the customer life cycle experience, we’re reminded of how conventional methods of customer service have had to shift their goals, pushed by the convenience of social technologies for customers to ask questions, lodge complaints and seek more information from brands. Take the contact center -- live operators are standing by to take your call, but the truth is if you’re calling them, they know there’s going to be an issue.

Customers are in charge now, so should more companies invest in their contact centers to help improve the front lines that keep those customers happy?