Costs, complaints and customer satisfaction are driving jobs re-shoring trend, says Aspect Software

aspect-logo-std-full-RGBThe re-shoring of traditionally outsourced business processes by UK companies is not a new trend, but it is gathering pace, driven in part by the need to deliver high quality customer experiences, says Aspect Software (Aspect). The latest figures from PwC say that if this trend continues, 200,000 new jobs could be created in the UK by 2024, following EE’s decision to create 1,000 new jobs by moving its contact centres to Britain from the Philippines.  Continue reading Costs, complaints and customer satisfaction are driving jobs re-shoring trend, says Aspect Software

Push Technology Announces Diffusion™ Mobile Application Platform

Organizations are attempting to build high performance mobile applications across multiple platforms and devices. But not all mobile development and runtime platforms are created equally. Organizations are challenged with trying to prioritize which mobile platforms to deliver apps on first and how to deliver consistent, easy to use and fast services.  Continue reading Push Technology Announces Diffusion™ Mobile Application Platform

ASC launches groundbreaking Workforce Optimization Suite neo 3.0 designed for Cloud Solutions

ASC, a worldwide leading software company with innovative solutions to record, analyze and evaluate communications, today announced the release of its neo 3.0 Workforce Optimization (WFO) Suite, comprising quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management. ASC’s WFO solution is available in a multi-tenanted Cloud-based offering and provides cost savings, low entry barriers, fast and easy deployment and a permanent technology refresh.  Continue reading ASC launches groundbreaking Workforce Optimization Suite neo 3.0 designed for Cloud Solutions

Tadiran Telecom announces availability of Aeonix UC&C Platform as a Hybrid Cloud Solution

Tadiran Telecom, a global provider of Unified Communications & Collaboration (UC&C), Contact Center, and Control Room solutions, has announced that its Aeonix platform will be available on the Amazon Web Services (AWS), as part of The Company’s new ‘Bring Your Own Cloud’ approach. The Aeonix Hybrid Cloud solution enables businesses to take advantage of the cost reductions inherent in cloud-based deployments, while simultaneously delivering security, business continuity and ease of installation.  Continue reading Tadiran Telecom announces availability of Aeonix UC&C Platform as a Hybrid Cloud Solution

NelsonHall identifies Serco as a leader for multi-channel Customer Management Services

NelsonHall, one of the most influential research and advisory firms for the global BPO and IT outsourcing industry has identified international services company Serco as a leader in multi-channel Customer Management Services (CMS), (‘Overall’ market segment), within their latest report on this market and also through their rigorous NEAT assessment tool that rates multi-channel CMS providers.  Continue reading NelsonHall identifies Serco as a leader for multi-channel Customer Management Services

North Lincolnshire installs new Voice Recording Solution from Sinclair Voicenet

North Lincolnshire Council has awarded Sinclair Voicenet a major contract to supply and install a new voice recording solution. Under the terms of the contract, which was awarded following a competitive tender process, Sinclair Voicenet will be installing a NICE interaction recording system to capture, manage and store calls for two different departments. The new system replaces an existing legacy installation and will installed in a virtual environment enabling the council to record calls to its CCTV and IT Solution Centres, each of which have separate telephone platforms and are based at different locations.  Continue reading North Lincolnshire installs new Voice Recording Solution from Sinclair Voicenet

Research Report Reveals UK Shoppers are a Hardened Nation of Price Conscious Bargain Hunters

New research into how the UK’s shoppers are interacting with discounters has been launched today by Shoppercentric, a leading independent shopper research agency. The report, entitled: “WindowOn…The Rise of the Discounters” surveyed more than 1,000 UK shoppers aged 18+ on their usage of these types of stores and provides insight on why the middle ground supermarkets need to watch out.  Continue reading Research Report Reveals UK Shoppers are a Hardened Nation of Price Conscious Bargain Hunters