Q&A with William Durr of Verint

Question: We have a smaller contact centre with about 30 agents. Each agent can handle the various call types we receive, so skills are not an issue for us. We have established a goal of answering 80% of the calls within 20 seconds and are mostly meeting this goal on a daily basis. Our problem is the General Manager isn’t happy with our occupancy metric. It hovers in the upper 70’s. The GM would like to see the staff working a bit harder than that. What do we do? Continue reading Q&A with William Durr of Verint

Top Global Business Process Outsourcer to Move 2,000 Contact Center Agents to the inContact Cloud Platform

PRESS RELEASE: inContact, the leading provider of cloud contact centre software and contact centre agent optimization tools announces another milestone in the adoption of cloud services by world-class enterprise companies with the latest move to the cloud by one of the largest global Business Process Outsourcers (BPO). This award-winning leader in the BPO marketplace is leaving aging premise software in favor of inContact’s solution by shifting more than 2,000 agents, spread across several countries, to the cloud. Continue reading Top Global Business Process Outsourcer to Move 2,000 Contact Center Agents to the inContact Cloud Platform

CounterPath Equips Vodafone New Zealand with Unified Communications Solution

PRESS RELEASE: CounterPath Corporation, a developer of award-winning over-the-top Unified Communications solutions for enterprises and operators announced that Vodafone New Zealand has selected CounterPath’s Bria UC clients to be used by call center agents in South East Asia. Via distributor Soft Solutions Ltd., the company purchased branded Bria softphone clients with the Call Center Module to interoperate with the Genesys platform, a leading call center infrastructure deployed by more than 3,000 customers in 80 countries. Continue reading CounterPath Equips Vodafone New Zealand with Unified Communications Solution

Microsoft evolves its customer-centric solutions with new Parature release

PRESS RELEASE: Microsoft Corp. on Wednesday announced the Spring ’15 release for Parature from Microsoft, adding new capabilities that empower brands and organizations to deliver engaging customer self-service solutions across applications, channels and devices. This new release emphasizes productivity for customer service professionals by delivering insights “above the service queue” to help agents quickly understand, diagnose and resolve issues that customers may face. Continue reading Microsoft evolves its customer-centric solutions with new Parature release

Servion and Teleopti partner to improve customer experience in the MEA region

PRESS RELEASE: Teleopti, a leading provider of solutions for Workforce Management (WFM), and Servion, a specialist in Customer Interaction Management (CIM) solutions have announced that they have to combine innovative technology and expertise to deliver market-leading technology for enterprises looking to enhance their Contact-Center operations. Continue reading Servion and Teleopti partner to improve customer experience in the MEA region

LiveVox Receives 2015 CUSTOMER Product of the Year Award for its Robust Cloud Compliance Suite

PRESS RELEASE: LiveVox Inc., a leading provider of cloud contact center solutions for enterprise operations, announced that it was awarded the 2015 CUSTOMER Product of the Year Award for its extensive cloud-enabled compliance capabilities that help businesses cost-effectively optimize the tradeoff between risk and efficiency for each business strategy. The award was given by CUSTOMER Magazine, a publication focused on the call/contact center, CRM and teleservices industries. Continue reading LiveVox Receives 2015 CUSTOMER Product of the Year Award for its Robust Cloud Compliance Suite

ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

PRESS RELEASE: DMG Consulting LLC recently released its 2014-2015 WFO Vendor Satisfaction Analysis, a comprehensive survey that measures end-user satisfaction with vendors and their products. In evaluating the performance of 13 leading vendors listed in its annual Workforce Optimization Product and Market Report, DMG’s findings revealed that ZOOM International’s ZOOM Quality Management Suite achieved stellar ratings over a broad spectrum of customer-scored categories. Continue reading ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

NewVoiceMedia named Best SaaS and B2B Customer Excellence finalist in Cloud Awards Programme

PRESS RELEASE: NewVoiceMedia, a leading global provider of cloud contact centre solutions announced that it has been named a finalist in the Best SaaS and B2B Customer Excellence categories for the 2014-15 Cloud Awards Programme. With awards for excellence and innovation in cloud computing, the programme is now in its fourth year and evaluated entries from over 300 organisations across the globe. Continue reading NewVoiceMedia named Best SaaS and B2B Customer Excellence finalist in Cloud Awards Programme

West Corporation Announces Divestiture of Agent Services Businesses

West Corporation, a leading provider of technology-enabled communication services announced that it has entered into a definitive agreement with Alorica, Inc., an Irvine, California based provider of customer management outsourcing solutions, for the sale of several of West’s agent services businesses for approximately $275 million in cash. Continue reading West Corporation Announces Divestiture of Agent Services Businesses

Alorica Announces Strategic Acquisition of West Corporation’s Agent Services Businesses

PRESS RELEASE: Alorica, a worldwide leading provider of customer management outsourcing solutions announced it has signed an agreement to acquire several of West Corporation’s agent services businesses for a consideration of $275 million. In 2014, these businesses represented approximately $580 million in revenue. The acquisition broadens Alorica’s product offerings and market reach, enhances the company’s delivery capabilities and allows Alorica to continue its sustained, aggressive growth on a global scale. Continue reading Alorica Announces Strategic Acquisition of West Corporation’s Agent Services Businesses