Kana Software Acquired by Verint for $514 Million
Business analytics provider Verint, a Gartner contact center Magic Quadrant leader, plans to acquire customer service provider Kana Software for $514 million. It’s the first big acquisition of 2014,...
View ArticleLiveOps raises $30M, acquires CxEngage so you won’t suck at customer service
Habrda/ShutterstockBad customer service can be the death knell for businesses of all sizes. LiveOps, which provides a “cloud contact center” and customer service solutions, announced the acquisition of...
View ArticleFielding all calls from the cloud, NewVoiceMedia tacks on $50M
Image Credit: bradleypjohnson/FlickrNewVoiceMedia, a company that sells cloud-based software for sales, marketing, and service employees in contact centers, has raised $50 million in new funding. The...
View ArticleOmnichannel Service Takes the Whole Company
When we look to a company for answers, what do we want?We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an...
View ArticleSo Many Channels – and Customers Still Like the Phone
Despite the fact that customers have multiple ways to interact with companies, they still prefer the phone. At least that’s the finding of a new study by NICE Systems, which rated contact centers as...
View ArticleContact Center Has Changed The Way I Use My iPhone
Contact Center acts like speed dial built for the way we communicate with others on smartphones today. You’re given a set of customizable tiles that can be edited to show common functions, like...
View ArticleVerint Marketing Exec Calls Kana Acquisition a Game Changer
Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding. Consistency in communication across all channels is now a key...
View ArticleKana Adds a Social Network to Its Call Center Toolbox
It can’t be easy to work in a call center, listening to gripe after gripe from customers. When they can’t solve the case, agents tend to put customers on hold while they get help from managers or...
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