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At the recent Oracle OpenWorld 2014 event, I had the opportunity to spend quality time kicking the WebRTC tires. This led to my conclusions as to why WebRTC is needed now in contact centers to improve the customer experience (CX). And, when I say now, I mean ASAP.
Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimize the waste of resources.
For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America.
Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions
TeleTech's new McAllen,Texas customer experience center is seventh new U.S. center in pasat two years.
Providing insight into consumers' online shopping journeys, the Moxie 2014 study indicates that a large majority of customers expect live chat to be available on their mobile devices for sales and support assistance while they shop online.
Spanlink Communications, a systems integration company dedicated on serving the unified communications and contact center markets, has recently been taken over by ConvergeOne, an independent integrator of IT, communications, collaboration and customer interaction services.
Workforce management requires managers to assign the right to the right people, and provide supporting resources in the right place at the right time. This is important to meet desired company goals and provide better customer service. But without the aid of proper tools, predicting workforce requirements often remains guesswork. | 
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