Is Social Media a Great Customer Service Tool?
#Customer Engagement
I love the title of a recent article David Lloyd wrote in CRM Buyer titled “Where Customer Service Goes to Die.”…
Extend Your IVR to a Mobile Web Experience
#Customer Engagement, #Modern IVR
Smartphone adoption is exceeding 57% across North America, the UK and Australia and these intelligent devices open a…
SpeechTEK and How to Stay Ahead of the Customer Service Curve
It's that time of the year again when the colorful characters of speech recognition technology come out of the…
Multi-channel. Omnichannel. So what’s the difference?
The term omnichannel is getting a lot of buzz. Just when many companies thought that they had a handle on becoming…
Why Customer Service Needs Social
Why does customer service need social? Many think that social is not a channel but an extension of customer service.…
Introducing [24]7 Chat - Smart Chat that Drives Sales and Satisfaction
Today we’re proud to announce [24]7 Chat, the industry’s first smart chat that uses prediction and real-time…
New Year’s Thoughts, Consumers Looking Forward to Service
Out with 2012. Bring on 2013. In 2012, mobile phones changed life as we knew it. One third of US households no longer…
How Big is your Data?
Big Data is big news these days, but the question for many organisations remains what to do with it. Organisations seek…
[24]7 Named Industry Leader by Ovum in Latest Report—What Does That Mean for My Organization?
We are pleased to be included in Ovum’s latest report on real-time decisioning engines. The bottom line is this report…
