Contact centres struggling under the weight of multiple channels

Just 15% of contact centre agents are easily able to track customers across multiple channels, and almost half are required to use as many as 15 different systems to do their job. This is according to a joint research report between the Customer Contact Association (CCA) and Cisco.  Continue reading Contact centres struggling under the weight of multiple channels

NextiraOne set to be acquired by Dimension Data

NextiraOne Group B.V. (NextiraOne), Europe’s leading expert in communications services, has confirmed that Dimension Data Holdings Nederland B.V. (Dimension Data) has made an offer to acquire the European business of NextiraOne Europe B.V. in a two-part deal, subject to the approval of the EU Competition Commission under the EUMR (EU Merger Regulation).  Continue reading NextiraOne set to be acquired by Dimension Data

Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

Alcatel-Lucent Enterprise announced that it has been selected by Fingal County Council, one of the largest county councils in Ireland, to install its next generation Unified Communication and Collaboration solution, OpenTouch. Working with Alcatel-Lucent and NextiraOne Ireland, the new solution will enable the council to better inform and support residents during an emergency, reduce communications costs, and meet its future mobility needs while at the same time improve employee collaboration.  Continue reading Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

OneCockpit, NextiraOne’s new flagship monitoring and management service, has been further enhanced with the addition of a raft of new technologies and applications that can be proactively managed through the service. The move significantly broadens the scope of OneCockpit, which has been developed to give organisations end-to-end, real-time visibility of their infrastructure and provide early warning of potential performance problems before the activities of the organisation are impacted. NextiraOne, Europe’s leading expert in communications services, has been enjoying runaway success with OneCockpit and has continued the momentum with version 2 of the service, released within three months of the initial launch.  Continue reading NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

Jabra provides fully integrated call-control with Cisco Jabber

Jabra today announced that all its leading headsets and speakerphones now offer fully integrated call-control with the latest Cisco Jabber 9.6 for Windows. Jabra is also the first headset vendor to complete the Cisco certification process, which allows Jabra to provide a complete USB, Bluetooth and DECT offering on key audio devices.  Continue reading Jabra provides fully integrated call-control with Cisco Jabber

National Security Technologies Selects Avaya Collaboration Solutions

Avaya LogoToday Avaya Government Solutions, a wholly owned subsidiary of Avaya, announced that National Security Technologies (NSTec) has selected a new Avaya unified communication and video solution to modernize the infrastructure used by its clients and significantly reduce operating costs.  Continue reading National Security Technologies Selects Avaya Collaboration Solutions

Aspect Bolsters Own Customer Service and Support With Announcement of ServiceCloud Deployment

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that it has entered into an agreement to deploy Salesforce’s ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support. Striving to implement best-in-class processes and technologies, ServiceCloud will aid in Aspect’s customer support and knowledge management functions.  Continue reading Aspect Bolsters Own Customer Service and Support With Announcement of ServiceCloud Deployment