Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift

PRESS RELEASE: While users of mobile video calling services such as Skype are forecast to increase to over 130 million users by 2018, question marks remain over the potential for mobile video calling to generate revenues in its own right, a new report from Juniper Research has found.  Continue reading Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift

Aegis Closes the Acquisition of Malaysia based Symphony BPO

Aegis Limited, a global outsourcing and technology services company, announced the successful completion of the acquisition of Symphony BPO Solutions Sdn. Bhd. Aegis had entered into a definitive agreement with Symphony House Berhad, a Malaysia based company listed on Bursa Malaysia stock exchange, to fully acquire their contact center and financial solutions operations in Malaysia.  Continue reading Aegis Closes the Acquisition of Malaysia based Symphony BPO

Sitel Honored for Excellence in Omni-Channel Customer Engagement

Sitel, a leading global customer care provider, today announced that it has been honored with the 2014 Customer Value Leadership Award in Omni-Channel Customer Engagement for Contact Center Outsourcing from Frost & Sullivan. The award is presented to the company that has demonstrated leadership and excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on investment (ROI) that customers make in its services or products. It honors Sitel’s focus on enhancing value and improved customer retention.  Continue reading Sitel Honored for Excellence in Omni-Channel Customer Engagement

Atos Signs Five Year Infrastructure Services Programme with Kelway

Kelway, the IT services and solutions provider, has today announced the signing of a five year agreement to provide Atos with desktop infrastructure and datacentre hardware in the UK and Ireland. The contract, with an estimated value of £150m over the five year term, will see Kelway become the primary provider of infrastructure and associated services to Atos’ managed services business in the UK.  Continue reading Atos Signs Five Year Infrastructure Services Programme with Kelway

Aspect Software introduces Aspect Mentor for real-time speech analytics

aspect-logo-std-full-RGBAspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, today announced Aspect Mentor, a real-time speech analytics application that enriches customer interaction quality monitoring and data usability. Aspect Mentor monitors voice with speech detection across the contact centre and automatically sends guidance notifications and intelligent response alerts, based on detected or omitted speech, to agents and supervisors.  Continue reading Aspect Software introduces Aspect Mentor for real-time speech analytics

Altitude Software WhitePaper on Best Practices to Drive Customer Engagement Using Real Time Analytics

AS LogoAltitude Software, a leader in unified customer interaction solutions, has released a new white paper aimed at helping businesses to achieve customer engagement using real time analytics in the contact centre. Continue reading Altitude Software WhitePaper on Best Practices to Drive Customer Engagement Using Real Time Analytics