InfoCision discusses customer engagement, experience and service trends at ITEXPO Las Vegas.

Tags: InfoCision, customer engagement, customer service, customer experience

John Wolf, CMO Intradiem tells TMC's Rich Tehrani about how the company helps its customers maximize the downtime of its contact center agents allowing them to be trained and perform back-office functions in an effort to boost productivity, output and improve customer service and retention

Tags: customer service,intradiem,call center, contact center,intraday management,training

Noah Rafalko and Erik Linask discuss the evolution of communications and the need for call centers to embrace SMS as the most popular form of communication globally and integrate into their customer engagement strategies.

Tags: TSG Global, TMC, Noah Rafalko, Erik Linask, Call Center, Contact Center, SMS, customer engagement, customer satisfaction, unified communications, IM, mobility, smartphone, text message, customer service, TextGen

TMC's Peter Bernstein talks with Jeff Swartz, Chief Operating Officer, OrgSpan

Tags: OrgSpan, Interactive Intelligence, customer services, customer interactions, contact center solutions, customer experience, call center

Genesys general manager Michael McBrien discusses multi-channel customer service with TMC at ITEXPO Miami 2013.

Tags: Genesys, multi-channel customer services, contact center solutions, ITEXPO

EQ Contact Center CEO Gregg Hansen explains the benefits of a fully Web-based contact center platform with integrated PBX functionality, compared to traditional on-premises alternatives.

Tags: EQ Contact Center, Equilibrium, Gregg Hansen, PBX, open source, contact center, call center, cloud contact center, Web-based call center, Web-based communications, customer service, TMC, Erik Linask, ITEXPO, Miami

James Norwood of kana tells TMC's Rich Tehrani about the company's evolving customer service and CRM solutions; recent acquisitions and focus on serving the needs of its customers in a world dominated by Facebook, Twitter, smartphones and tablets.

Tags: crm,social crm,facebook,twitter,social networking,social media,customer service,kana,facebook,twitter,youtube,google

Shawn Privratsky from Kunnect discusses the benefits of cloud call center technology over traditional on-premises solutions.

Tags: Kunnect, cloud call center, cloud contact center, hosted call center, hosted contact centet, customer service, at home agent, remote agent

Yossi Zohar tells TMC's Rich Tehrani about Amdoc's research in the zero touch customer management space which details the trend towards customers being ready to use mobile devices to effectively manage their interactions with carriers.

Tags: amdocs,crm,mobile crm,customer service,wireless,gadget,carrier,service provider