ShoreTel’s Unified Communications Add Traction to Williams Team Operations for a Second Year

PRESS RELEASE: ShoreTel®, the leading provider of brilliantly simple phone systems and unified communications (UC) solutions, continues its technical partnership with Williams Martini Racing at the Singapore Grand Prix in 2014. For the second year, ShoreTel will deliver a full UC and mobility infrastructure throughout the Williams business – including the race team, Williams Advanced Engineering, and the world-renowned Conference Centre. Continue reading ShoreTel’s Unified Communications Add Traction to Williams Team Operations for a Second Year

Leading Financial Services Company Modernizes Service Infrastructure in the Cloud with inContact

PRESS RELEASE: inContact, the leading provider of cloud contact centre software and contact centre agent optimization tools, today announces a top financial services firm is leaving its premise-based contact centre system for the inContact cloud platform. Moving more than 200 agents across two contact centres to the cloud is a significant step towards increased efficiency and an improved customer experience. Continue reading Leading Financial Services Company Modernizes Service Infrastructure in the Cloud with inContact

Zendesk Expands Enterprise Reach with New Offerings for Large Organizations

PRESS RELEASE: Zendesk, Inc. announced an expansion of its enterprise offering to address the growing need for a modern customer service platform at large organizations. It launched an upgraded Enterprise Elite pricing plan that provides dedicated support, service-level guarantees and enterprise-specific product features, as well as created its first dedicated enterprise team and four adoption paths that use best practices and the unique Zendesk Benchmark to guide rapid customer service improvement. Continue reading Zendesk Expands Enterprise Reach with New Offerings for Large Organizations

NICE Wins Two Customer Service Excellence Awards at CONAREC 2014

PRESS RELEASE: NICE Systems announced that it is the winner of two Customer Service Excellence Awards – for Intelligent Analytics and Digital Recording – which it received at the 2014 National Congress of the Company-Customer Relations (CONAREC 2014) that took place September 9-10. Continue reading NICE Wins Two Customer Service Excellence Awards at CONAREC 2014

Brits have no patience for poor technology

PRESS RELEASE: Renowned for our patience, politeness and love of queuing, Brits aren’t tolerant when it comes to technology, according to new research from data virtualisation company, Delphix. Companies that deliver a poor technology experience will find customers voting with their feet: 70% of us avoid companies that regularly have technical issues and 70% expect companies to use the latest technology when dealing with customers. Continue reading Brits have no patience for poor technology

How do I…Integrate the back office into the contact centre?

BLOG: Customer service does not just begin and end with a phone call. In today’s multi-channel environment, customers are becoming more and more demanding – and the back office is playing a huge part in the customer experience. Comments from Stefan Captijn, Senior Director Product Marketing, Genesys. Continue reading How do I…Integrate the back office into the contact centre?