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

Avaya Receives Three New Contact Center Awards from Frost & Sullivan in Asia Pacific

Avaya LogoAvaya, a global provider of enterprise communications systems, software and services today announced it has been accorded three Contact Center awards by Frost & Sullivan in Asia Pacific in 2013. Avaya was awarded the 2013 Asia Pacific market share leadership award in Inbound Contact Routing Systems, Asia Pacific market share leadership award in Self-service Applications Market and was also named the Southeast Asia Contact Center Applications Vendor of the Year.  Continue reading Avaya Receives Three New Contact Center Awards from Frost & Sullivan in Asia Pacific

Bank Administration Institute Selects XO Communications solution

XO Communications today announced that the Bank Administration Institute (BAI), a financial services association and leading industry partner for information and intelligence, has selected XO Enterprise Cloud to streamline its data backup and disaster recovery processes and to support the organization’s large storage capacity requirements. An enterprise grade, high-performance cloud solution, XO Enterprise Cloud leverages Tier III data centers and the XO nationwide network to offer high availability infrastructure-as-a-service (IaaS) offerings that enable BAI to virtualize and replicate their systems.  Continue reading Bank Administration Institute Selects XO Communications solution

New research from Magnetic North reveals top five call centre challenges for 2014

Contact centre managers are putting multiple customer communication channels at the top of their priority list in 2014. A survey by leading cloud-based contact centre solutions provider Magnetic North, has found that 44% see managing customer experience across multiple channels as a key challenge of the next year, while 40% are concerned about ensuring technology keeps pace with changing customer behaviour. However there are some stark differences in challenges reported between organisations using cloud-based vs. on premise contact centre solutions.  Continue reading New research from Magnetic North reveals top five call centre challenges for 2014

Simplify360 Launches Next-Generation Social Media Contact Centre 2.0 for BPO

With rapidly changing relationships between customers and businesses, the BPO industry is having difficulties in adapting with the new ways of communicating with customers. As the manpower increases, the over-head costs increase at an exponential rate.  Continue reading Simplify360 Launches Next-Generation Social Media Contact Centre 2.0 for BPO