Noble Systems Announces Award Winners at Select Noble Users Group EMEA Conference

NobleLogo_whiteBkgd_notagline-WebPRESS RELEASE: Noble Systems, a global leader in unified contact centre technology solutions, hosted its third annual Select Noble Users Group (SNUG) EMEA conference in Manchester on 4th and 5th June. Designed to inform attendees about features, applications and new product releases, the event focused on ‘Going Beyond the Call’ in terms of improving contact centre efficiency and it featured guests from industries including financial services, outsourcing, county councils, debt management, accounts recovery and more. Continue reading Noble Systems Announces Award Winners at Select Noble Users Group EMEA Conference

Thames Water selects Unify to meet the growing needs of the connected consumer

PRESS RELEASE: Unify today announces it has been selected by the UK’s largest water and wastewater services provider, Thames Water, to support its corporate focus on improving customer satisfaction, meeting regulatory compliance and increasing operational efficiency to all 15 million customers. Continue reading Thames Water selects Unify to meet the growing needs of the connected consumer

Health Alliance Modernizes Contact Center with Panviva for Market, Product Expansion

PRESS RELEASE: Health Alliance Medical Plans, a health insurer and third-party administrator based in Urbana, Ill., serving 270,000 members, has successfully completed an upgrade of contact centre business applications and processes to support new products and markets. Health Alliance expansion into Nebraska and Washington and winning multiple new Medicaid contracts created a need for quicker access and better organization of information to serve customers. Continue reading Health Alliance Modernizes Contact Center with Panviva for Market, Product Expansion

Avaya Evolves Avaya Connect Channel Partner Program

PRESS RELEASE: Avaya Inc. today announced changes to its Avaya Connect Channel Partner program to advance partner expertise in successfully solving customers’ challenges using Avaya Collaboration technologies. The program changes will help channel partners differentiate their respective companies and help drive a high-quality end-to-end, customer experience. Continue reading Avaya Evolves Avaya Connect Channel Partner Program

Firstsource Named “Innovator of the Year” for Excellence in Voice of Customer Analytics

PRESS RELEASE: Firstsource Solutions Ltd., a leading Business Process Management (BPM) company, today announced it has been named by Verint® Systems as the 2014 “Innovator of the Year” for excellence in voice of the customer analytics. The award recognizes Firstsource’s Aparajita Gupta, Vice President of Customer Interaction Analytics, for the development of the First Customer Intelligence (FCI) solution. She received the honor during Verint’s 2014 Driving Innovation™ user conference in Orlando, Florida last week. Continue reading Firstsource Named “Innovator of the Year” for Excellence in Voice of Customer Analytics

Serco Wins the Prestigious “Outsourcing Service Provider” at the Middle East Call Centre Awards 2014

PRESS RELEASE: Serco’s Global Services business bagged two awards at the recently concluded 9th edition of the prestigious INSIGHTS Middle East Call Centre Awards in Dubai. Serco won the Best “Outsourcing Service Provider” in Middle East for 2014 for demonstrating achievements in improving business outcomes, increasing revenues through cost reductions and providing business solutions that enable the buyers to support their strategic growth initiatives in the Middle East region. Continue reading Serco Wins the Prestigious “Outsourcing Service Provider” at the Middle East Call Centre Awards 2014

UK insurers failing to deliver channel choice to consumers

PRESS RELEASE: UK insurers are struggling to cope with social media and online channels, responding accurately to less than 1 in 3 tweets and emails on average, according to the Eptica Multichannel Customer Experience Study. The research also found that insurers are failing to deliver on all channels – just 20% responded to questions asked on Twitter and via email, meaning the majority are cutting down choice for consumers. Continue reading UK insurers failing to deliver channel choice to consumers