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When it comes to customer service trends that marked 2015, the rise of the always-on, always-reachable enterprise truly became a reality. Between social integrations, video, chat and other technology shifts, companies found themselves in a deep state of flux when it came to customer engagement.
CSG International, a global provider of interactive transaction-driven solutions and services, has been selected by Globalstar, international provider of mobile satellite voice and data services and creator of the world's smallest satellite data hotspot, to act as the revenue and customer management solution provider for Globalstar's second generation service launch. Planned for the first half of 2016, Globalstar's advanced second generation satellite constellation and ground network will offer enhanced services to its customers.
Businesses are known for charitable efforts; community service not only allows for a healthy tax deduction, but also improves a business' image. A Courteous Communications was already well-known as an answering service throughout the United States, but it's also becoming better-known for its focus on charitable giving. It recently offered a rundown of its 2015 in charity, and the list was substantial to say the least.
Startel Corporation and Parlance Corporation recently announced a partnership that will see the two companies combine their efforts to deliver comprehensive call automation, unified communications (UC), business process automation and performance management solutions to the healthcare market. In particular, the two companies will integrate Parlance Operator Assistant with Startel's Contact Management Center to create a powerful portfolio of communications tools.
ZOOM International, a Czech company focused on customer analytics and satisfaction, has received a perfect score across a variety of categories in a new report. The 2015-2016 Workforce Optimization (WFO) Vendor Satisfaction Analysis from DMG Consulting rates companies on their commitment to customer satisfaction along with product innovation, customer service and training abilities.
We've all seen the reports and heard the word: 'Omnichannel' is the new way to go in the call center. Yet there seems to be one important point that everyone, in their rush to embrace the latest and greatest, is missing: Customers LIKE using the phone.
While contact center growth in the US remained steady in 2015-jobs4america reports there were 22,265 new US jobs announced by the contact center industry in the third quarter of the year alone-some doubt that this trend will continue into 2016. While it's too soon to say for certain, there has been promising news, such a recent announcement from Kaiser Permanente, the nation's largest integrated health care system, of plans to open a national member services contact center in Gwinnett County, Georgia, later this year. | 
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