Luton & Dunstable University Hospital NHS Foundation Trust Integrates Communications with Unify

Luton & Dunstable University Hospital NHS Foundation Trust, based in Luton, has joined a growing base of healthcare institutions investing in unified communications technology in order to improve patient care, lower telephony costs and increase operational efficiency. The five year agreement with Unify, formerly Siemens Enterprise Communications is set to provide a full unified communications (UC) suite including web collaboration, mobile conferencing and presence technology, rapid-response alarm capabilities and a host of other productivity tools to all 2,000 staff.  Continue reading Luton & Dunstable University Hospital NHS Foundation Trust Integrates Communications with Unify

Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

Semafone today announced that Amica Mutual Insurance Company has selected Semafone’s secure payments solution to handle its payments taken over the telephone. The new system will be implemented across Amica’s 40 branches and customer call centre locations in the U.S. The move is part of Amica’s continued commitment to providing exemplary customer service for its policyholders.  Continue reading Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

NewVoiceMedia helps bring customer service in-house for SureFlap’s pet owners

NVM logo jpgSureFlap, the leading provider of smart pet doors, is delivering exceptional in-house customer service with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The technology, which integrates with Salesforce, has enabled the company to offer a completely unique and personalised experience to thousands of customers across Europe.  Continue reading NewVoiceMedia helps bring customer service in-house for SureFlap’s pet owners

Intelecom adds enhanced Chat functionality to Connect

Intelecom Group AS has announced enhancements to the Chat solution and Media Archive options in Connect, its flexible contact centre in the cloud. The latest release of Connect sees the launch of a new Chat function with enhanced handling of simultaneous enquiries and improved visible interactivity. In addition, calls in the Media Archive within Connect Control can now be displayed graphically to provide better complaint resolution and call retrieval.  Continue reading Intelecom adds enhanced Chat functionality to Connect

Some contact centres still in the ‘Quality Monitoring’ dark ages

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s.  Continue reading Some contact centres still in the ‘Quality Monitoring’ dark ages