The contact centre of the near future

NVM logo jpgBLOG: By Ashley Unitt, CTO, NewVoiceMedia

Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised level of care that is simple, effective and timely. To deliver this level of personalised care requires a communication method that is convenient and customised for each customer. Continue reading The contact centre of the near future

Outsourcing is being transformed by the digital revolution

PRESS RELEASE: Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed. Continue reading Outsourcing is being transformed by the digital revolution

Global Credit Union Benefits from Extended Deployment of Verint Workforce Optimization Software

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that a global credit union has implemented its Impact 360® Workforce Optimization™ suite to help unify the organization’s formerly disparate service applications. Already an existing user of Verint’s recording and quality monitoring solutions, the financial institution is working to standardize on a single workforce optimization (WFO) platform to further improve operational efficiency, heighten service delivery and manage costs. Continue reading Global Credit Union Benefits from Extended Deployment of Verint Workforce Optimization Software

Sinclair Voicenet expands sales operation with new senior appointment

PRESS RELEASE: Sinclair Voicenet, the UK’s longest established specialist provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions, has appointed industry veteran Steve Bailey as Area Sales Manager. In this role he will be responsible for developing and managing relationships with new and existing customers operating in a wide range of market sectors including local government, public safety and enterprise contact centres. Continue reading Sinclair Voicenet expands sales operation with new senior appointment

NICE is Once Again the Leader in Workforce Management according to Analyst Firm DMG Consulting

PRESS RELEASE: NICE Systems announced that it has once again been recognized as the contact centre workforce management (WFM) market leader by DMG Consulting LLC. In the 2014 Contact Center Workforce Management Report, NICE is noted as having the largest market share based on number of seats. This is the seventh consecutive year that NICE has been the market share leader based on DMG’s report. Continue reading NICE is Once Again the Leader in Workforce Management according to Analyst Firm DMG Consulting

Enghouse Interactive enhances Outbound Dialer Solution

EnghousePRESS RELEASE: Enghouse Interactive, developer of a comprehensive portfolio of unified communications and call centre solutions, has added to its portfolio Cloud and premise based outbound dialing and messaging solutions. In recent years there have been significant increases in the use of automated outbound communication technology. Many industries use this technology to execute critical, high-volume business processes, while delivering a great customer experience in areas such as payment and appointment reminders, surveys, emergency alerts, debt collections, fraud notifications and political campaigns. Continue reading Enghouse Interactive enhances Outbound Dialer Solution