Customer Satisfaction Gap Between Mobile and Traditional Retail Websites Widens

ForeSee, the global leader in customer experience analytics, has today announced the findings of its annual mobile retail report, which measures customer experience across the UK’s top 10 (as defined by Internet Retailer) mobile retail websites in the UK. The research, carried out among nearly 2,500 surveys as part of the ForeSee Experience Index (FXI), serves to investigate the impact mobile shopping has had on those retailers, and provides valuable insight on how UK shoppers are using their mobiles to browse, research and purchase goods.   Continue reading Customer Satisfaction Gap Between Mobile and Traditional Retail Websites Widens

Avaya Extends Contact Centre Expertise to Midsize Businesses

Avaya LogoAvaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact centre functionality to midsize businesses. Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centres with 5 -100 agents, Avaya IP Office Contact Center provides midsize businesses with Avaya’s expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.  Continue reading Avaya Extends Contact Centre Expertise to Midsize Businesses

8×8 Launches Enhanced Cloud Contact Center Solution

8x8-INC-HiRes8×8, Inc., a provider of cloud communications and collaboration solutions announced the completion of a significant upgrade to its Virtual Contact Center (VCC) cloud-based call center software offering, designed to improve an organization’s customer relations, enhance the management and productivity of their call center agents and guarantee the security of the call center environment.  Continue reading 8×8 Launches Enhanced Cloud Contact Center Solution

Interactive Intelligence Customer Interaction Center Achieves Certified Integration with SAP CRM

ININ logoInteractive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has achieved certified integration of its all-in-one Customer Interaction Center (CIC) software suite with the SAP Customer Relationship Management (SAP CRM) application.  Continue reading Interactive Intelligence Customer Interaction Center Achieves Certified Integration with SAP CRM

QlikView Enables TELUS International to Optimize Operations and Enhance Customer Experience

QlikTech, a leader in user—driven Business Intelligence (BI), today announced it has been awarded a contract from TELUS International. TELUS International will use QlikTech’s cloud-based QlikView solution to improve its own performance and provide critical details of its call center operations to its clients, which include some of the world’s largest brands in the high-tech, financial services, telecommunications, utilities, and consumer goods industries.  Continue reading QlikView Enables TELUS International to Optimize Operations and Enhance Customer Experience

Sitel Positioned in Gartner Magic Quadrant for Customer Management Contact Center BPO

Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Center BPO report.[1] The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision.  Continue reading Sitel Positioned in Gartner Magic Quadrant for Customer Management Contact Center BPO

Leading building services group deploys end-to-end field service management solution

Statutory Support Services (UK), the specialist building services maintenance group, has selected a cloud-based, end-to-end field service management solution from mplsystems to replace an over-complex, previous generation Maximo scheduling system. The new field service management solution from mplsystems will enable both dynamic drag-and-drop and automated scheduling of Statutory Support Services’ field engineers, while a comprehensive service desk portal and integrated mobile apps for field personnel will unlock significant productivity and efficiency savings by providing a true, real-time view of all current maintenance activities across the group.  Continue reading Leading building services group deploys end-to-end field service management solution

NewVoiceMedia scoops ‘Rising Star’ and ‘CEO of the Year’ at the Private Business Awards

NVM logo jpgNewVoiceMedia, a leading provider of cloud contact centre solutions, is celebrating a double win at the 2013 Private Business Awards. Jonathan Gale achieved ‘CEO of the Year’ and the company was honoured with the ‘Rising Star’ award for the South East region.  Continue reading NewVoiceMedia scoops ‘Rising Star’ and ‘CEO of the Year’ at the Private Business Awards

CCW 2014 in Berlin: InVision Introduces New Cloud Products for Efficient Workforce Management

At this year’s European contact centre trade show CCW in Berlin, InVision will present several new innovations for the injixo and The Call Center School brands. As well as a number of new German e-learning courses for call centre agents, the workforce management specialist will premiere three new products of the injixo cloud platform: injixo Forecast, injixo Act and injixo Me.  Continue reading CCW 2014 in Berlin: InVision Introduces New Cloud Products for Efficient Workforce Management