3CLogic Takes Aim at Five9 w/ Switching Incentive Program

3CLogic, a provider of contact center software, announced an incentivized brand switching program called Cloud Switch today. The campaign is aimed at customers of competitor Five9. The promotion has three primary components: software trade in, half price CRM integration, and discounted training. The campaign will be running until September 30th. Three Point Program The Cloud […]


American Support Named to 50 Most Engaged Workplaces in N. America

American Support, a provider of back office support services for the telecom industry, announced today that they have been named as one of the 50 Most Engaged Workplaces in North America. The list is maintained by I Love Rewards and focuses on companies that “…inspire enhancements to the workplace by highlighting the championing and the […]


Paying for Customer Satisfaction: Self Service Underfunded?

What’s the latest in the self service realm? On February 15, 2011, the Technology Services Industry Association released a landmark report titled “The Current State of Unassisted Support.” The underlying lesson? Companies are not investing enough in self service to make it effective; you get what you pay for. Underfunded: Investing in Satisfaction Consider the […]


Epic Marketplace Partners with RingRevenue to Enable Phone Campaigns

Epic Markeplace, a provider of multichannel digital marketing solutions, recently announced a partnership with RingRevenue, a telephone marketing solution provider, with the goal of enabling phone based marketing campaigns for Epic clients in the United States and the United Kingdom. Epic Markeplace aims to leverage RingRevenue’s technology to give clients the ability to serve multichannel […]


Are Expectations for Customer Service Getting Higher?

Here’s a simple question I’m curious about: are customer service expectations getting higher over time? It certainly seems like people are a lot more demanding when it comes to service nowadays. Customers expect to have complementary items, surprise upgrades, and things done 2 seconds ago. The Tech Craze Technology has played a big role in […]


Sitel Releases Call Center Themed Children’s Book

And now for today’s strange news: Sitel, an outsourced call center services provider, today announced the unveiling of a call center themed children’s book titled Agent D, Can You Help Me? The announcement was made at its Asheville, North Carolina call center facility this morning. A children’s book about the call center? Is this really […]


HDI Forms Customer Technical Support Advisory Council

HDI, an IT service and technical support association, announced the formation of the HDI Customer Technical Support Advisory Council today. The council will focus on developing resources for professionals that provide technical support to external customers–companies that sell products/services needing technical support from other organizations. The advisory council will consist of directors, executives, support firms […]


Nuance Acquires Loquendo: 4 Growth Paths

Nuance Communications, a speech recognition software provider, today announced the acquisition of Loquendo, which is a subsidiary of Telecom Italia. Nuance is the provider of the popular Dragon Naturally Speaking speech recognition software. Loquendo has established text-to-speech, speech recognition, and voice biometrics solutions that are used in more than 20 million devices worldwide. Nuance expects […]


VoltDelta OnDemand Integrates RightNow CX into Delta-On Call

VoltDelta OnDemand Solutions, a provider of virtual contact center and IVR solutions, announced this week the launch of its Delta On-Call virtual contact center integrated with RightNow CX. RightNow CX is a customer experience management software suite produced by RightNow. VoltDelta’s goals in integrating RightNow’s customer experience product into their Delta On-Call virtual contact center […]


Infratel Launches Cloud Calling/Voice Solution for SMB

Infratel, a provider of call center and telephony services, announced the launch of a new hosted voice solution for the SMB market at HostingCon 2011. The new offering features the ability to create unique inbound calling paths, rule based call routing capabilities, setting do-not-distrub statuses, and separate mailbox creation for business and end-users. This cloud […]