Aspect Software Introduces SaaS-Based Active Assignment to Improve Workforce Productivity in Customer Contact Centers

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software announced the availability of Aspect Active Assignment, a SaaS-based real-time agent workforce management solution aimed at maximizing agent idle time. Aspect Active Assignment ensures optimal intraday staffing and task management decisions are being made in real-time resulting in higher employee performance and labor savings, without sacrificing customer experience levels. Continue reading Aspect Software Introduces SaaS-Based Active Assignment to Improve Workforce Productivity in Customer Contact Centers

Fonolo Improves Customer Experience at Bright Horizons Contact Center

PRESS RELEASE: Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that its innovative call-back solution has been implemented by Bright Horizons Family Solutions, one of the world’s leading providers of child-care, early education and other services designed to help families better address the challenges of work and life. Continue reading Fonolo Improves Customer Experience at Bright Horizons Contact Center

Exchange Communications Partners With Sinclair Voicenet To Enhance Contact Centre Portfolio

PRESS RELEASE: Exchange Communications, one of Avaya’s leading Platinum Enterprise Partners, is teaming up with Sinclair Voicenet, the UK’s longest established specialist provider of multimedia call recording, quality management, interaction analytics, customer feedback and workforce management solutions. This new partnership will enable Exchange Communications to enhance its range of contact centre solutions and deliver greater value to customers, from SMEs to the largest multi-site enterprises. Continue reading Exchange Communications Partners With Sinclair Voicenet To Enhance Contact Centre Portfolio

First Data Receives ‘Innovations Award’ from Noble Systems

NobleLogo_whiteBkgd_notagline-WebPRESS RELEASE: Noble Systems Corporation, a global leader in unified contact center technology solutions, recently presented its “Innovations Award” to First Data and TeleCheck, First Data’s industry-leading check acceptance, check processing and risk analytics service provider. The award was announced at the Select Noble Users Group Americas 2014 Conference – a gathering of Noble Systems clients and partners – held in Orlando, Florida earlier this year. Continue reading First Data Receives ‘Innovations Award’ from Noble Systems

Altitude Software Helps Credit & Collection Industry Increase Contact Rates with Intelligent Campaigns

AS LogoPRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, will be at the 2nd CMS World Forum, a leading event for the credit and collection industry, taking place at Centro Cultural de Belém, in Lisbon, Portugal, from May 22nd to May 24th. Continue reading Altitude Software Helps Credit & Collection Industry Increase Contact Rates with Intelligent Campaigns

Pegasystems Releases Updated Sales Platform for Building Lasting, Profitable Relationships

PRESS RELEASE: Pegasystems Inc., the software company powering the digital enterprise with Better Business Software® announced the latest release of the company’s Sales Force Automation solution, Pega SFA. This solution provides organizations with the ability to intelligently manage complex multi-step sales processes, reduce sales cycle times and increase pipeline generation. Continue reading Pegasystems Releases Updated Sales Platform for Building Lasting, Profitable Relationships

Salesforce.com Positioned in the Leaders Quadrant in the 2014 Gartner Magic Quadrant for CRM Customer Engagement Centers

PRESS RELEASE: Salesforce.com announced that for the fourth consecutive year Salesforce Service Cloud is positioned by Gartner, Inc. in the “Leaders” quadrant of the April 24, 2014 CRM Customer Engagement Center report. The evaluation is based on completeness of vision and ability to execute. Continue reading Salesforce.com Positioned in the Leaders Quadrant in the 2014 Gartner Magic Quadrant for CRM Customer Engagement Centers

New research from Ovum says Financial Services industry out of step with FCA regulations

PRESS RELEASE: UK Financial Services companies are still struggling to comply with The Financial Conduct Authority regulations which require them to record mobile phone conversations, a new report from analyst firm Ovum has found. Research from call compliance specialist TeleWare, who sponsored the paper, estimates that as many as 45,000 mobile devices are at risk of non-compliance. This is far higher than the 25,000 often cited by the industry. Continue reading New research from Ovum says Financial Services industry out of step with FCA regulations

Keep customer effort to a minimum to reduce complaints

aspect-logo-std-full-RGBBLOG: Banks and insurance companies are breaking records for the worst customer service according to new figures published by the Financial Ombudsman Service. Of the 2.3 million enquires in the last year, the Ombudsman ruled three out of five cases in favour of the customer and determined the bank or insurance company to be at fault. Continue reading Keep customer effort to a minimum to reduce complaints