Customer Middle East Editor

As part its G-Force customer event, Genesys today launched a breakthrough mobile customer care solution that provides smart phone users…

When Alexander Graham Bell said, “Mr. Watson — come here — I want to see you” into the liquid transmitter…

Teleopti, a global provider of Workforce Management (WFM) and Telecom Expense Management (TEM) solutions, today announced the release of version…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is set to demonstrate its…

The contact center industry in the Middle East is booming. Outsourcing to the regions call center agencies is on the…

Middle East, 21 May 2012: The annual Middle East Call Centre ‘2012 (MECC ’12) show, organized by INSIGHTS in Dubai…

Over the years, I’ve had the chance to speak with many world-class service providers—companies that are recognized as leading service…

INSIGHTS, the region’s leading customer interaction specialist, has announced that “Customer Retention” is to be a key theme of this…

Avaya Collaborative Cloud provides a strategic framework for cloud-based collaboration solutions using Avaya unified communications, contact center, networking and services…

The annual Middle East Call Centre ‘2012 (MECC ’12) show is set to run June 5-6 at the Dubai International…

INSIGHTS, the region’s leading customer interaction specialist, has announced that “Customer Retention” is to be a key theme of this…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is releasing a new software…

As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…

Avaya ERS 3500 switches deliver enterprise-class features and cost-effective Fast and Gigabit Ethernet connectivity for small locations Automates set up…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, has announced financial results for…

Avaya to provide custom managed services to enhance contact center performance for Airtel’s operations in 20 countries across South Asia…

Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…

A unique multimedia contact centre dedicated to Travel Assistance and Travel Insurance has been launched in Bahrain to support Afro…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, has signed a stock purchase…

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…

It’s an unfortunate reality in many companies that, anytime the budget needs to be tightened, staff development becomes an easy…

There is a growing amount of technology available in both the call quality monitoring (QM) and customer analytics arenas. A…

Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…

Knowledge is power. For contact center representatives, it’s the power to access the right information, the right resources, and/or the…

Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer…

It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself )…

While the best contact centers  ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…

According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as…

In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…

Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…