Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Avaya LogoSouthwark Council has selected Sabio, the specialist customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham. Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including a 15% improvement in agent resourcing, a 50% reduction in wait times, and almost 80% of calls now resolved at First Point of Contact.  Continue reading Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Uptivity Introduces Contact Center Gamification Solution

Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, has launched a new gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company’s award-winning WFO platform. The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.  Continue reading Uptivity Introduces Contact Center Gamification Solution

Nedbank Taps into IBM Analytics to Improve Customer Experience by Leveraging Social Insights

IBM announced that Nedbank Limited, a leading financial services provider throughout Southern Africa, is using IBM’s predictive analytics solutions to improve the customer experience and provide more responsive real-time services. As a result of this technology implementation, the bank has reduced social media monitoring costs by over a million rand a year (US$105,000 per year), while boosting customer service productivity levels by 20 percent.  Continue reading Nedbank Taps into IBM Analytics to Improve Customer Experience by Leveraging Social Insights

TantaComm Achieves PCI DSS Certification for its Suite of Cloud-based Offerings

TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, has achieved Payment Card Industry Data Security Standard (PCI DSS) 2.0 certification for its Centralize cloud offering.  Continue reading TantaComm Achieves PCI DSS Certification for its Suite of Cloud-based Offerings