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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,...

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LiveOps 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...

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Fielding 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...

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Omnichannel 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...

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So 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...

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Contact 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...

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Verint 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...

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Kana 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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