Avaya and Google Collaborate on Contact Centre Solutions for Businesses

PRESS RELEASE: Avaya today announced it is working with Google on innovative contact centre solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact centre operations. Continue reading Avaya and Google Collaborate on Contact Centre Solutions for Businesses

Lohmann & Rauscher Embraces the Customer Experience with Vocalcom Customer Engagement Solution

PRESS RELEASE: Lohmann & Rauscher (L&R) is a leading international supplier of high quality, future-oriented medical devices and hygiene products – ranging from conventional bandages to modern treatment and nursing systems. Dealing with physicians, nurses, pharmacists, and medical supply retailers, the company possessed a critical need for handling external communications with its customers and partners across a variety of touchpoints such as calls, faxes, portals and emails, involving various company departments. For this reason, the French subsidiary initially built a custom call management solution based on Open Source Asterix. Continue reading Lohmann & Rauscher Embraces the Customer Experience with Vocalcom Customer Engagement Solution

New Avaya Engagement Solutions Bridge Enterprise Requirements with End-User Preferences

Avaya today unveiled new communications solutions that address multichannel communication preferences, while meeting enterprise security, availability, manageability and scalability requirements. The new “Avaya Engagement Solutions” include innovative technologies that connect locations and functions across the enterprise, integrate communications-enabled applications into workflows and support the seamless migration from desk to mobile. Continue reading New Avaya Engagement Solutions Bridge Enterprise Requirements with End-User Preferences

Connect from Intelecom now fully integrated with Salesforce

PRESS RELEASE: Intelecom Group AS has launched a new application on the Salesforce AppExchange to allow a seamless integration with its flagship multichannel cloud contact centre solution, Connect. With immediate effect, the Intelecom App can be downloaded from Salesforce’s AppExchange, the marketplace for cloud computing web applications built specifically for the Salesforce.com community. Continue reading Connect from Intelecom now fully integrated with Salesforce

Genesys Named Top Place To Work By Glassdoor for 2015

PRESS RELEASE: Genesys, a leading provider of customer experience and contact center solutions announced that it has been honored as one of the Top 50 Best Places to Work in 2015 by Glassdoor in its seventh annual Glassdoor Employees’ Choice Awards. Glassdoor, a jobs and careers community website, compiles the annual award by relying solely on the input of employees, who voluntarily provide feedback on their job, work environment and company through an anonymous online survey. Continue reading Genesys Named Top Place To Work By Glassdoor for 2015

HomeStreet Bank Implements TeleVoice’s Screen Pop to Increase Efficiency

PRESS RELEASE: TeleVoice, a provider of customized telephony applications, has installed its Screen Pop solution in the Loan Servicing Customer Service Department of Seattle-based HomeStreet Bank ($3.07 billion asset), a wholly-owned subsidiary of HomeStreet, Inc. (NASDAQ: HMST). Continue reading HomeStreet Bank Implements TeleVoice’s Screen Pop to Increase Efficiency

Research by ICM – What waiting callers like to hear

PRESS RELEASE: New Research by ICM for soh shows ‘Well-known’ music is most liked by waiting callers with 11% saying they may wait longer. 28% say music that often comes free with phone systems may make them hang up. Service communications experts soh asked market researchers ICM to find out what customers like to hear whilst waiting for their calls to be answered. Continue reading Research by ICM – What waiting callers like to hear

Aspect Software Study Reveals Five Wide-Ranging Company Personas in Customer Service

PRESS RELEASE: Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced the Aspect Customer Care Personas, a five-segment personification of companies’ approach to, and execution of, customer service. Based on an analysis of practices as identified by customer service decision makers, the personas study aims to help companies uncover where they fall in their customer care strategy and the opportunities for improvement. Continue reading Aspect Software Study Reveals Five Wide-Ranging Company Personas in Customer Service