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News : Kustomer to Join Facebook

#contactcenterworld, @kustomer, @facebook

Menlo Park, CA, USA, Dec, 2020 -- Facebook has reached an agreement to acquire Kustomer, a CRM that enables businesses to manage all customer interactions across channels. Our goal with Kustomer is simple: to give businesses access to tools that deliver excellent service and support.

As businesses adjust to an evolving digital environment, they’re seeking solutions that place people at the center, especially when it comes to communication. Any business knows that when the phone rings, they need to answer it. Increasingly, texts and messages have become just as important as that phone call — and businesses need to adapt.

We’ve witnessed this shift firsthand as every day people contact businesses via WhatsApp. This number is growing because messaging provides a better overall customer experience and drives sales for businesses. To that end, we recently announced several API updates for WhatsApp and Messenger, allowing for further integration into our partners’ tools and faster onboarding to help businesses manage their communications with customers.

That’s where Kustomer comes in.

Kustomer is an omnichannel CRM platform that brings customer conversations from various channels together into a single-screen view. Facebook plans to support Kustomer’s operations by providing the resources it needs to scale its business, improve its product offering, and delight its customers. That way, more people will benefit from customer service that is faster, richer and available whenever and however they need it, whether it’s phone, email, web chat or messaging.

We’re excited about what the future holds with Kustomer, and we hope to welcome co-founders Brad Birnbaum and Jeremy Suriel and the rest of the Kustomer team to Facebook soon.

Closing Conditions: This transaction will be subject to customary closing conditions and regulatory approval. Financial terms of the deal were not disclosed.

Kustomer businesses will continue to own the data that comes from interactions with their customers. Facebook eventually expects to host Kustomer data on secure Facebook infrastructure. In doing so, Facebook will act as a service provider at the instruction of business customers. While Facebook will not automatically use Kustomer data to inform the ads that a user sees, businesses will have the option to use their data at Kustomer for their own marketing purposes, which may include separate advertising services on Facebook.

#contactcenterworld, @kustomer, @facebook

Posted by Veronica Silva Cusi, news correspondent
Source: https://about.fb.com


About Kustomer:
Company LogoKustomer is the customer service CRM platform empowering businesses to succeed in today’s customer-first world. Kustomer’s comprehensive solution provides a single view of the customer journey, seamless omnichannel communications, and the ability to automate complex business processes and knowledge management. The company is powering satisfaction and loyalty for people-first brands. Founded by the team that built Assistly, which was sold to Salesforce and became Desk.com, the company is backed by Canaan Partners, Boldstart Ventures, Social Leverage and BoxGroup.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Facebook:
Company LogoFacebook is an online social networking service. Its name comes from the colloquial name for the book given to students at the start of the academic year by some American university administrations to help students get to know one another.
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Today's Tip of the Day - Involve Staff

Read today's tip or listen to it on podcast.

Published: Thursday, December 3, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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