Cardiff contact centre teams short-listed for major awards

Innovation, flexibility, efficiency, co-operation and dedication are just some of the attributes that have seen staff at Serco’s Cardiff contact centre in St Mary Street shortlisted for two major awards. Adviser, Molly Firth, who has been nominated for ‘Support Person of the Year’ and the Webchat team which has been nominated for ‘Best Application of Technology’, in this year’s Welsh Contact Centre Awards. Continue reading Cardiff contact centre teams short-listed for major awards

ForeSee’s cxReplay for Mobile Earns CUSTOMER Magazine’s ‘Product of the Year’ Award

ForeSee, the industry’s leading customer experience measurement and predictive analytics solutions for brands and organizations announced that its cxReplay for Mobile product has received a 2014 Product of the Year Award from TMC’s CUSTOMER magazine. ForeSee, the cornerstone of the Answers Cloud Services division of Answers Corp., partners with clients to quantify the voice of the customer, putting it into context to drive strategic and tactical decisions that translate into desired business results. Continue reading ForeSee’s cxReplay for Mobile Earns CUSTOMER Magazine’s ‘Product of the Year’ Award

NICE Named Among Fast Company’s “World’s 50 Most Innovative Companies”

NICE Systems announced that it was named as one of the “World’s 50 Most Innovative Companies” in 2014 by Fast Company magazine. This places NICE among leading businesses like Google, Amazon, Airbnb, and Nike. NICE ranked first in the magazine’s “Top 10” innovators in finance. Continue reading NICE Named Among Fast Company’s “World’s 50 Most Innovative Companies”

NSN shares customer loyalty tips to help operators boost profitability

Nokia Solutions and Networks is adding a powerful new way to instantly gauge customer loyalty to its Customer Experience Management (CEM) offering. NSN CEM for Loyalty Scores provides operators with a near real-time view of the factors behind their customer loyalty measure such as Net Promoter Score (NPS)*. This allows likely detractors to be identified and causes of dissatisfaction to be pinpointed and resolved, leading to continuously improving loyalty scores and higher operator profitability. Continue reading NSN shares customer loyalty tips to help operators boost profitability

Westcon Group Signs Distribution Agreement With AltiGen Communications

AltiGen Communications, Inc., a leading provider of Microsoft-based Unified Communications solutions, is pleased to announce that Westcon Group, a value-added distributor of category-leading unified communications, network infrastructure, data center and security solutions with a global network of specialty resellers expanded its unified communications portfolio to include AltiGen’s MaxACD contact center for Lync solution. This agreement allows EMEA partners to accelerate growth of Microsoft Lync in their customers’ contact centers. Continue reading Westcon Group Signs Distribution Agreement With AltiGen Communications

iCruise choose 8×8 for Unified Communications and Contact Centre Solution

8x8-INC-HiRes8×8, Inc., a provider of cloud-based unified communications and collaboration solutions announced that iCruise.com, one of the largest cruise sellers in the U.S, has deployed 8×8 Virtual Office and Virtual Contact Center services in its corporate headquarters and 60+ remote locations, creating a scalable, secure and reliable unified communications platform with built in disaster recovery for its widely distributed organization. Continue reading iCruise choose 8×8 for Unified Communications and Contact Centre Solution

Belfast City Airport upgrades with Unified Cloud Communications from 8×8 Solutions

8x8-solutions-HiRes (2)8×8, Inc., a provider of cloud-based unified communications and collaboration solutions announced that George Best Belfast City Airport, a regional airport serving a range of destinations throughout the UK and Ireland and Northern Ireland’s sole link with London Heathrow, has replaced its traditional phone system with business VoIP and cloud-based unified communications services from 8×8 Solutions. 8×8 Solutions, formerly Voicenet Solutions, is the UK/European arm of 8×8, Inc. Continue reading Belfast City Airport upgrades with Unified Cloud Communications from 8×8 Solutions

Hostcomm Enables Business Process Automation in Call Centres

Hosted IP services provider Hostcomm announced how its predictive dialler API can be used to connect with CRM databases, making Business Process Automation more accessible for call centres.

By automating key processes, call centres – or any business – can reduce costs and improve efficiency. Now, with the possibility of full CRM database integration, businesses can go beyond basic click to dial and screen pop functionality to fully realise the potential of business process automation. Continue reading Hostcomm Enables Business Process Automation in Call Centres

Centile Telecom Applications and snom join forces to offer Unified Communications services

snom technology AG, leading developer and manufacturer of IP handsets and Centile Telecom Applications, the leading European Unified Communications platform developer, today announced their partnership to deliver business-class Unified Communications services to operators and services providers in the UK. Continue reading Centile Telecom Applications and snom join forces to offer Unified Communications services