In 2015, it’s all about the customer. More than ever, buyers are demanding real-time access to just about every channel of service offered by a contact centre from voice to instant messaging to web chat and social media.
IT leaders gathered at Melbourne's Cecconi's restaurant to discuss the role modern omni-channel contact centres are playing in improving customer engagement to help organisations remain competitive. The roundtable luncheon was sponsored by Genesys.
BI (business intelligence) vendor MicroStrategy is getting out of the contact center software business, having sold off its Angel subsidiary to Genesys for roughly US$110 million in cash. The deal is expected to close in March.
Lands' End is at legal loggerheads with its longtime payroll software vendor over how much longer the clothier can lawfully use the application, with US$1 million in potential fees hanging in the balance.
