Customer Middle East Editor

In both the public and private sectors, there’s a continually growing push to generate measures of service effectiveness to balance…

Developing a new product feature and enhancing a service through new technology are standard examples of innovation. They are also…

Interactive voice response (IVR) systems are only as intelligent as the information that they’re provided. The deployment of a smart…

Analytics, specifically speech analytics, has generated a great deal of excitement for over 10 years. The industry’s enthusiasm lies in…

Are you the type of person who can’t wait to see what’s in the next smartphone release? All the bells…

When a consumer with a southern drawl told his healthcare provider’s call center agent that his body mass index was…

In line with its commitment to expand operations and business presence across the Greater Middle East region, Genesys (www.genesys.com), a…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has…

People are passionate about their mobile devices, as demonstrated by the long lines that Apple Stores draw days before the…

Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or…

There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing…

The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services),…

Speech analytics vendors often reel in customers by touting their products as the holy grail of contact center efficiency and…

Momentum and excitement builds around new contact center technology as you make a vendor and product selection and set forth…

Kinetic BPO, the leading Company for Customer Experience and Business Process Outsourcing projects in the GCC, headquartered in Dubai, was…

OSN, the region’s leading pay-TV network, has launched an advanced Interactive Voice Response (IVR) that will redefine customer service standards…

Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, today announced that Etisalat Misr, Egypt’s leading mobile…

BT, one of the world’s leading providers of communications services, today announced a contract with Singapore Airlines to help further…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, today…

Teleopti, a global leader in workforce management (WFM) software, announced today that Intelcia, a Moroccan leader in the CRM outsourcing…

The relationship between companies and consumers has been radically transformed in recent years in line with the escalating number of…

Tools to aid internal communication are pervasive within corporations and contact centers. Possibilities include core capabilities of the ACD system,…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, is…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has…

The INSIGHTS Middle East Call Centre Awards 2014 competition reaches its climax at the annual Gala Dinner in Dubai on…

The Middle East Call Centre 2014 Exhibition is slated to run from June 8-9 in Hall 7 at the Dubai…

Contact centers and their IT departments have plenty of demands on their all too limited time, resources and money. Compliance…

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear…

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, is…