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A Dash of This, A Dash of That

Amazon Dash Buttons--the little plastic connected devices through which consumers can with a single click order everything from diapers and disinfectant wipes to drinks and dog food, are now available for 100 brands. That includes Brawny, Charmin, Clorox, Doritos, Energizer, Gain, Honest Kids, L'Oreal Paris Revitalift, Lysol, Peet's Coffee, Playtex, Purina, Red Bull, Seventh Generation, Slim Jim, Snuggle, Starbucks, Trojan, Vitamin Water, and more. Amazon introduced its first Dash Button a year ago this spring.

Report Points to a Digital Disconnect

Many organizations are unclear as to who owns, oversees, and manages the digital channels in their contact centers due to a lack of management focus that impacts the effectiveness of the design of their digital solutions and how customers engage with their businesses. That's the opinion of Dimension Data, which has just released new data on these topics, based on its interactions with 1,320 organizations across 14 industry verticals in 81 countries in the Asia Pacific, Australia, the Americas, Middle East and Africa, and Europe. While 89 percent said they track quality related to their phone interactions, only half of those participating said they track quality on digital channels. Meanwhile, 82 percent reported that they have processes to identify sales opportunities on the phone compared with 60 percent on digital. Measurement of cost and time per interaction is also missing on the majority of digitally assisted-service channels, according to Dimension Data.

In Their Adobe Hacienda

Adobe earlier this year unveiled a variety of new offerings that address how brands can use technology and data to improve marketing and customer needs. That includes solutions that enable marketing that enables brands to create consistent, personalized experiences across devices; advanced digital TV and ad measurement across devices through a partnership with comScore; direct-to-consumer TV and ad experiences through a new streaming platform built using Adobe Primetime; and a series of new data science capabilities that combine the creative aspect of human intelligence with the analytical power of data science, and complement existing features across Adobe Creative Cloud, Adobe Document Cloud, and Adobe Marketing Cloud.

Desk.com Goes 360

The new Desk 360 from all-in-one SMB customer service solution provider Desk.com provides service agents with complete context for every customer. It features tools, insights, and a new console design to enable SMB better support agents and those they are working to assist. That includes Customer & Company Views and Insights, so SMB support agents have richer context around support interactions and a complete view into the needs of their customers, and Opportunity Visibility, which allows agents to suggest products or services that the customer is likely to need or appreciate.

Lesson.ly Gets $5M

A company named Lesson.ly, whose web-based software centralizes knowledge employees depend on and presents it as step-by-step lessons that include quizzes and feedback loops to measure engagement and promote retention, has garnered $5 million in Series A funding. The round was led by OpenView. Lesson, ly serves more than 250 customers including Intuit Workforce, Trunk Club, Gusto, Thumbtack, NBC News, and MSNBC.

Fluent Introduces LiveConnect

Brand marketing and advertising technology company Fluent LLC now offers LiveConnect, a solution that enables marketers to connect with their best prospects, in real-time, when they are most likely to be receptive to offers. It helps marketers follow up with leads at the best possible time: when they are on their phones, actively engaging with promotional content and not when they multitasking or using social apps.

E-Commerce Outfit Garners Funding

Shoppimon has closed $2.3 million in seed funding from a collection of investors including, AOL, StageOne Ventures, Explore, and 2B-Angels. The company offers a solution that monitors online store performance by mimicking the experience of its customers.

What's New at Enacomm

Enacomm Inc.'s ViA 3400 IVR analytics and management tool now features live IVR, CTI and application quality reporting, monitoring, and alerting. The dashboard promises to help increase call containment and first call resolution by showing how customers are interacting with the self-service system and identifying ways to improve the customer experience and reduce caller frustration.
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Publication:Customer
Date:May 1, 2016
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