“The World’s Our Oyster” – IVR Language Barriers Fall as SpeechStorm Partners with GM Voices

PRESS RELEASE: Leader in mobile and voice customer service, SpeechStorm today announces its partnership with GM Voices , the world’s largest producer of professionally-recorded voice prompts for automated technologies and an expert in the provision of translation and localization services. Continue reading “The World’s Our Oyster” – IVR Language Barriers Fall as SpeechStorm Partners with GM Voices

SAS Positioned as a “Leader” in Multichannel Campaign Management: Gartner Magic Quadrant

PRESS RELEASE: True to its philosophy of adding value for its customers, SAS invested 25 percent of 2013 revenue (US$3.02 billion) in the research and development of new and existing products. This included expanding and improving SAS® Customer Intelligence solutions to help address customers’ digital transformation needs in 2014. SAS’ commitment to the market has been recognized by Gartner Inc., which named SAS a “Leader” in its new Magic Quadrant for Multichannel Campaign Management1. This is the eighth year SAS has been positioned in the Leaders quadrant. Continue reading SAS Positioned as a “Leader” in Multichannel Campaign Management: Gartner Magic Quadrant

Aspect Software Appoints Joe Gagnon to Senior Vice President and General Manager Cloud Solutions

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced the appointment of Joe Gagnon to Senior Vice President and General Manager Cloud Solutions. Gagnon’s 30 years of business strategy and cloud technology experience will help Aspect expand the company’s cloud contact center capabilities by building on the success of the Voxeo and Qivox acquisitions, the recent launch of Aspect SaaS contact center solution, Zipwire, and the new affiliate partnership with LiveVox. Continue reading Aspect Software Appoints Joe Gagnon to Senior Vice President and General Manager Cloud Solutions

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree