The Game Changer Channel: Integrating social media into customer management strategies

Helen_Murray_PortraitBLOG: Helen Murray, chief customer solutions officer at Webhelp UK (pictured), considers how social media has changed the game for customer relationship management…

Today the social media challenge is falling firmly at the feet of customer management professionals. Though adopted initially as a promotional platform by marketing, it has become clear that it demands the operational capability and expertise that resides in the customer management domain. Continue reading The Game Changer Channel: Integrating social media into customer management strategies

8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud contact centre, unified communications and collaboration solutions, and KnoahSoft, a workforce optimisation (WFO) solutions provider announced a partnership to deliver a bundled, cloud-based contact cente solution. The new offering combines KnoahSoft’s enterprise-level interaction recording, quality management, coaching, learning, and analytics functionality with 8×8’s market leading multi-channel customer interaction management capabilities to help users better optimise call centre staff performance. Continue reading 8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution

Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions

PRESS RELEASE: AireContact, a cloud-based contact center solution for enterprises and service providers, announces today, from the Contact Center Expo in San Diego, the launch of its end-to-end managed cloud-based contact center solution specifically designed to support the dynamic needs of enterprise businesses. AireContact is an enterprise-class contact center solution suite delivered by AireSpring, one of the fastest growing fully managed voice and cloud services providers in the USA. Continue reading Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions

Westpac banks on Optus for International Growth, Mobile and Contact Centre Transformation

PRESS RELEASE: Optus has announced today a new five year deal with Westpac to provide domestic mobile network and managed services and, for the first time, delivering Westpac’s international services and contact centre transformation. Continue reading Westpac banks on Optus for International Growth, Mobile and Contact Centre Transformation

Avaya Adds New Turnkey Communications as a Service Solutions for Cloud Service Providers

PRESS RELEASE: Avaya announced new models and enhanced functionality for the Avaya Collaboration Pods, a portfolio of turnkey communications and collaboration solutions for both enterprises and Cloud Service Providers. Avaya is introducing two new Collaboration Pod models specifically for Cloud Service Providers, enabling them to offer Unified Communications-as-a-Service (UCaaS) and Contact Center-as-a-Service (CCaaS) to end customers. Cloud Service Providers Connex and ROI Networks will be powering their new UCaaS offers for their customers using the Avaya Collaboration Pod. Continue reading Avaya Adds New Turnkey Communications as a Service Solutions for Cloud Service Providers