New Webinar: Driving Call Center Performance with SIO (Support Interaction Optimization)
New Webinar: Driving Call Center Performance with SIO (Support Interaction Optimization)

Consumer technology is growing more complicated every day. But supporting it doesn’t have to be complex. In a recent webinar titled, “Driving Call Center Performance with Support Interaction Optimization,” representatives from Frost & Sullivan, Mural, and discussed how SIO is changing the way support organizations resolve complex issues and ensure customer satisfaction. F&S webinar […]

New Webcast: IoT and the Connected Consumer

In a recent webcast titled, “A New Customer Experience: IoT and the Connected Consumer,” Parks Associates research analyst Patrice Samuels joined Chris Koverman and Sampath Gomatam of to discuss the complexities of offering support in an Internet of Things (IoT) world. Ubiquity of Connected Devices IoT IssuesSetting the stage for the webcast, Samuels discussed […]

iOPEX CEO: “Secret Sauce” Behind Double-Digit Gains

In a recent contact center optimization webinar, the CEO of iOPEX technologies touted “the tremendous amount of success,” his company has seen in its implementation of’s Nexus product and Support Interaction Optimization (SIO).

Remote Control in Today’s Connected World

There are dozens of ways to provide tech support to today’s savvy customers. When everything else fails, though, customers typically fall back on Old Reliable, the telephone. Unfortunately, support over the phone, as straightforward as it seems, still involves all sorts of limitations. Most obviously, there is a great gulf separating the support agent from […]

“Company of the Year” Award and the Research Behind it was recently honored as “2014 Company of the Year” for Support Interaction Optimization (SIO) by Frost & Sullivan. As you can imagine, we are thrilled with the award and would like to tell you more. But we thought you’d appreciate hearing directly from the source. In its Best Practices Research, Frost & Sullivan defined […]

CES® Takeaways: Support Plays Crucial Role in Innovation

What do the 150,000 visitors and 3,500 vendors who attended the International Consumer Electronics Show in Las Vegas have in common? You guessed it. Support. On the ICMI blog, our own SVP of Product, Sampath Gomatam, offers his take on how the diverse array of innovative connected devices impacts the support landscape. In addition to wearable […]

A Proactive Approach to Self-Service Customer Support

Self-service customer support is a modern form of customer service that improves satisfaction and efficiency in the contact center. Your customers love that they can get the support solutions they want, when they need them, on their own, without waiting for help from a busy call center. Companies are glad to have happy customers, who […]

How to Improve Satisfaction with Self-Service Support

It’s a customer-centric world, and your customers are increasingly turning to self-service options first when they require tech support. In fact, according to Forrester’s North American Technographics Customer Experience Online Survey, a whopping 72% of customers prefer to resolve support issues on their own, rather than picking up the phone or sending an email. Does […]

How Your Contact Center Can Survive the Busy Season

Every business has its busy season. Whether your contact center’s pace is influenced by holiday gift-giving, seasonal travel patterns or the annual approach of April 15, it’s a natural expectation that your business’ activity will ebb and flow. Call centers and support teams are strongly impacted by these seasonal rhythms. During your company’s busiest times […]

The Human Support Experience that Tech-Savvy Consumers Crave

The tech support landscape is changing rapidly. To understand the latest trends and their implications, take a look at your customers. Today’s tech-savvy consumers have unique needs and high expectations that redefine how successful companies manage their tech support services. Most importantly, while consumers may be more technically proficient than ever, the desire for a […]

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