Uptivity and Prodec Networks to Bring Leading Workforce Optimization Solution to the UK

PRESS RELEASE: Uptivity (an inContact company), a leading provider of workforce optimization (WFO) solutions, today announced that it has signed Prodec Networks as an authorised Channel Partner for EMEA. Prodec Networks, a leading provider of IT solutions and services based in the UK, has a proven track record of supplying data and wireless networks, Unified Communications, mobile data connectivity, servers and storage. Prodec Networks will market and distribute the award-winning, Uptivity Discover Suite throughout EMEA. Continue reading Uptivity and Prodec Networks to Bring Leading Workforce Optimization Solution to the UK

Innovative Managed Care Provider Transitions from Premise Software to inContact Cloud Contact Center Solution

PRESS RELEASE: inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system. Already handling over 5,000 service interactions per day, the healthcare provider is expanding to deliver additional services while looking for ways to reduce operating costs. Continue reading Innovative Managed Care Provider Transitions from Premise Software to inContact Cloud Contact Center Solution

Uptivity Discover Suite Now Rated “Avaya Compliant”

PRESS RELEASE: Uptivity (an inContact company), a leading provider of workforce optimization (WFO) solutions, today announced that its Uptivity Discover Suite is compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services. Continue reading Uptivity Discover Suite Now Rated “Avaya Compliant”

SDL Study Reveals Channels Are Irrelevant to Consumers

PRESS RELEASE: SDL released the final report of the “Five Truths for Future Marketers” series titled “Channels are Irrelevant,” that features results from SDL’s global survey of more than 1,800 millennials (ages 18-36). The data reveals that today’s consumers no longer care about where they are or what device they are on when interacting with a brand, as 58 percent of millennials polled said they expect to engage with a company whenever they choose and via whichever channel they elect. Continue reading SDL Study Reveals Channels Are Irrelevant to Consumers

Complaints at an all-time high for utilities’ companies exposes the back office

PRESS RELEASE: According to the Energy Ombudsman, customer complaints about energy firms have rocketed to more than 10,000 in the first six months of 2014, their highest-ever level and double that of the previous six months, with the majority of the complaints focused on billing. Les Cooper, Head of Utilities at Aspect Software, suggests that there is an inherent disharmony between back office and front office in many utilities companies, and it is one of the major root causes of customer complaints – not the contact centre. Continue reading Complaints at an all-time high for utilities’ companies exposes the back office