Press Coverage
  • Millennials and the New Era of Experience Loyalty


    As millennials come to age into the workplace, they are also coming to age as the largest buying group in the coveted 18-35 age range since the baby boomers in 1965. However, with the ever-changing technology options available, brands need to take heed to the way millennials think, act and buy. Brand loyalty isn’t gone, it has just dramatically changed. Read more from CustomerThink here

  • Serenova Partners with Calabrio


    Serenova, contact center-as-a-service (CCaaS) provider, and Calabrio, a provider of customer engagement and analytics software, today announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software. The deal also tightly integrates Serenova’s CxEngage contact center platform with the Calabrio ONE WFO suite, including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics offerings. Read more from Smart Customer Service Magazine here.

  • Amazon Moves Alexa into the Contact Center


    Amazon has a reputation for not only delivering excellent customer service but also continually innovating to make the experience better and easier for customers. Now, following Amazon Web Service’s late March release of Amazon Connect, a suite of cloud-based contact center services, companies can quite literally borrow a page from Amazon’s playbook. Read more from Destination CRM here.

  • Counterpoint: In planning the city’s new core, we look up, not down


    The most extensive connected skyway system anywhere is a unique asset for our downtown. Relating the second-level downtown economy to the goal of ever-improving street vibrancy demands a “both and,” not an “either or,” response. Many in the business community are hard at work on this.  Read more from the Star Tribune here.

  • Amazon Connect launches cloud-based contact center billed by the minute


    Besides their business applications and employee productivity tools, Inc. now also wants companies to run customer service operations on its public cloud. Read more from SiliconANGLE here.

  • AWS puts the call centre in the cloud with Amazon Connect

    Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily. This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based. Read more from Computer Business Review here.

  • Amazon Connect brings contact centers to the cloud

    Amazon today released Connect, a contact center as a service offering hosted in the Amazon Web Services cloud. The move represents AWS attempting to jump into a burgeoning market for cloud-based contact center software, while continuing to push AWS into the enterprise communications market. Read more from Network World here.

  • Focus on Your Employees


    Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more from eConnect Call Centre Summit here.

  • ICMI Announces 2017 Global Contact Center Award Finalists


    The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Center Awards. The ICMI Global Contact Center Awards program is dedicated to recognizing companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Read more here.

Customer Experience Update