Increased ‘mobility’ proves older consumers are better connected

KANA LogoPRESS RELEASE: Omnibus research performed by Vision Critical for customer service specialist KANA®, A Verint® Company (NASDAQ: VRNT), today revealed that those in the 65+ age demographic may be better connected and more responsive than their younger counterparts between the ages of 55 to 64. Continue reading Increased ‘mobility’ proves older consumers are better connected

The Silver Line uses Adastra from Advanced to provide 24/7 support to helpline callers

PRESS RELEASE: Call management system, Adastra from Advanced Health & Care (Advanced), is on track to manage more than 200,000 telephone calls to The Silver Line in the service’s first year. Founded by Esther Rantzen and launched in November 2013, The Silver Line is the UK’s only free confidential helpline providing information, friendship and advice to older people. The Adastra Solution manages an average of 16,500 calls to the service each month. Continue reading The Silver Line uses Adastra from Advanced to provide 24/7 support to helpline callers

Verint Q&A – No. 14

Verint LogoQuestion: I manage a fairly large contact centre and the company agrees with me that much of the technology in our shop needs an upgrade. The last time we made major investments in our technology the prevailing guideline was to select the best-in-breed solutions for workforce management, quality monitoring and reporting. After some discovery I find that many vendors now talk about their workforce optimisation suites and claim them as being a much better solution than integrating various best-in-breed solutions. Has contact centre software really changed that much? Continue reading Verint Q&A – No. 14