Forget Your Mother’s Maiden Name – NICE Brings Real-Time Voice Authentication to the Call Centre

PRESS RELEASE: NICE Systems  announced that people contacting a call centre no longer have to go through a lengthy interrogation to be authenticated. Instead, the newly announced NICE Real-Time Authentication solution can validate customers as they conduct a conversation with an agent, using their voice as a unique identifier, all without PINs, passwords, or key phrases to remember. Continue reading Forget Your Mother’s Maiden Name – NICE Brings Real-Time Voice Authentication to the Call Centre

Noble Systems Expands Sales Team to Drive UK Growth

NobleLogo_whiteBkgd_notagline-WebNoble Systems, a global leader in unified contact centre technology solutions, has seen rapid growth over the last few years and is set to continue this trend with the appointment of two senior members to Noble Systems’ UK sales team. The new recruits, Julian Degg and David Cooke, both will be Sales Account Managers based out of the UK Head Office in Manchester. In addition, Chris Brown has followed the graduate programme championed by Noble Systems and has now been promoted from Business Development Manager to Sales Account Manager. Continue reading Noble Systems Expands Sales Team to Drive UK Growth

Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp

aspect-logo-std-full-RGBCASE STUDY: Here’s a brand new case study from Anglian Water, England’s largest water company, which has just saved more than £100,000 in operational costs from its customer service department. Anglian Water is working with Aspect Software, a company that helps organisations in utilities and other industries to improve their customer service via the contact centre, from voice calls to social media. Specifically, Anglian Water has consolidated multiple customer contact channels to build a comprehensive, proactive customer notification system of future and ongoing water works and issues. Continue reading Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp

VoltDelta Expands Call Center Offerings with Dialogic’s PowerMedia XMS to Enhance Enterprise Customer Service

PRESS RELEASE: Dialogic Inc., the Network Fuel® company, today announced that VoltDelta is using its PowerMedia XMS media server software to develop the Delta ACD 2.0, an on-demand call center that gives enterprises a full spectrum of cloud-based services, such as call recording and call distribution to agents. The software-based Dialogic® PowerMedia™ already powers VoltDelta’s mission-critical capabilities such as high-volume interactive voice response and fully trackable integrated recording. Continue reading VoltDelta Expands Call Center Offerings with Dialogic’s PowerMedia XMS to Enhance Enterprise Customer Service

PureShare Releases CCM2 Contact Center Metrics for Executives

PRESS RELEASE: PureShare® announces the release of CCM2, a revolutionary metrics management solution for Avaya equipped contact centers. CCM2 delivers business value metrics to executives and customer stakeholders by merging operational metrics from Avaya ACDs and data from business systems and applications. PureShare CCM2 automatically merges business context such as organizational hierarchies, revenue, compliance and productivity data with call center metrics. Continue reading PureShare Releases CCM2 Contact Center Metrics for Executives

Altitude Software Enables Faster, Higher Quality Customer Service at São Paulo Subway Social Services

AS LogoPRESS RELEASE: Altitude Software, leader in unified customer interaction solutions, today announces that Metrus – São Paulo Subway Social Services – reports faster, higher quality customer service for its beneficiaries, after deploying Altitude uCI solutions. Continue reading Altitude Software Enables Faster, Higher Quality Customer Service at São Paulo Subway Social Services

New Storacall VoIP call recording system

PRESS RELEASE: The deployment of VoIP is becoming increasingly prevalent and is changing the way companies communicate and do business. Storacall has just launched the new STIP call recording solution, which is suitable for a range of users from the smallest contact centre to large, multi-site, multi-branch, high-end environments whether for legal compliance management, dispute resolution, staff training or simply to improve the customer experience. The new Storacall STIP range of call recorders are able to record industry standard VoIP protocols providing compatibility and integration with most leading VoIP telephony platforms . Continue reading New Storacall VoIP call recording system