Nexidia Announces Newest Version of Interaction Analytics Applications Powered by Breakthrough Speech Analytics Advancements

PRESS RELEASE: Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced significant advancements in its speech analytics technology and applications with the upcoming release of Nexidia Interaction Analytics 11.0. This new release represents the next generation of customer interaction big data analytics allowing the enterprise to capture, synthesize and disperse the business intelligence locked inside multichannel customer interactions. Continue reading Nexidia Announces Newest Version of Interaction Analytics Applications Powered by Breakthrough Speech Analytics Advancements

West IP Communications Again Achieves Cisco Specializations

PRESS RELEASE: West IP Communications, a subsidiary of West Corporation and leading provider of cloud-based communication applications and services, today announced the renewal of several Cisco certifications, including status as a Cisco Gold Partner, Master Unified Communications Specialization and Cisco Cloud & Managed Services Master Partner (MSCP). These designations reinforce West IP’s market leadership and commitment to the delivery of cloud-based communications services built on the Cisco Hosted Collaboration Solution (HCS) architecture. Continue reading West IP Communications Again Achieves Cisco Specializations

Spirent Agrees To Acquire Radvision’s Technology Business Unit

PRESS RELEASE: Spirent Communications plc (“Spirent”, the “Company” or the “Group”) (LSE: SPT), a leading communications technology company, announces today that it has entered into a definitive agreement to acquire the assets of Radvision’s Technology Business Unit (TBU), the part of the Radvision business responsible for delivering industry-leading developer solutions, for a cash consideration of $25.0 million, funded from existing cash resources. Continue reading Spirent Agrees To Acquire Radvision’s Technology Business Unit

Aspect Software Announces Collaboration With ComSys for Integration of Aspect Unified IP and Leading CRM Systems

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software announcedits collaboration with ComSys, an Aspect Software partner for 15 years specializing in contact center solutions. The ComSys solution seamlessly integrates Aspect Unified IP and leading CRM solutions such as Siebel, PeopleSoft, Salesforce and SAP. The joint solution will enable contact centers using Aspect Unified IP to enhance their core CRM capabilities in order to deliver informed, omni-channel interactions and exceptional customer experiences. Continue reading Aspect Software Announces Collaboration With ComSys for Integration of Aspect Unified IP and Leading CRM Systems

UK retailers failing to deliver on Twitter, but improving email customer service

PRESS RELEASE: UK retailers are performing poorly on social media for customer service, but are becoming more effective at answering email enquiries. This is according to the Eptica Multichannel Customer Experience Study, which found that email was the best performing channel for retail service, with 63% of questions answered, ahead of websites, which successfully provided answers to 60% of routine queries. Twitter brought up the rear, with just 33% of queries answered effectively. Continue reading UK retailers failing to deliver on Twitter, but improving email customer service

Capita acquires tricontes

PRESS RELEASE: Capita today announces that it has acquired tricontes, a specialist customer management company based in Munich, Germany, for an undisclosed sum. tricontes specialises in delivering a premium service to clients, including contact centre benchmarking and model office services to clients across the retail, telecommunications, utilities and insurance industries. tricontes has a strong track record in customer care, retention and revenue generation for its clients. Continue reading Capita acquires tricontes