Argos Uses Predictive Live Chat Technology to Help Customers Get the Information They Need to Shop Online

PRESS RELEASE: Argos is helping online customers make choices about what products are best for them by offering live chat assistance powered by predictive analytics as they shop online. Working in partnership with intuitive customer experience firm [24]7, the approach is driven by [24]7’s Predictive Sales solution which uses sophisticated predictive technology to identify only those customers who could benefit from additional help to make a buying decision. Continue reading Argos Uses Predictive Live Chat Technology to Help Customers Get the Information They Need to Shop Online

Sparkcentral Unveils Spring ‘15 Edition

PRESS RELEASE: Sparkcentral announced the Spring ‘15 edition of its real-time customer engagement platform, featuring stronger automation, flexible workflow and integrated workforce management for social in the enterprise contact center. As customer support organizations grow increasingly reliant on social interactions, Sparkcentral Spring ‘15 is a keystone for generating fast, accurate and thorough replies to each individual, on every channel. Continue reading Sparkcentral Unveils Spring ‘15 Edition

Nuvola partnership with Red Box Recorders offers first seamless product and services value-add for ShoreTel, Alcatel-Lucent and Microsoft Lync partners

PRESS RELEASE: Nuvola Distribution, a specialised communications company and service value added distributor, has extended its range of solutions for contact centres by signing a partnership agreement with Red Box Recorders, a global voice and data recording specialist. The agreement is the first for Red Box with a distributor offering deep technical and services capability to ShoreTel, Alcatel-Lucent, and Microsoft Lync partners. Continue reading Nuvola partnership with Red Box Recorders offers first seamless product and services value-add for ShoreTel, Alcatel-Lucent and Microsoft Lync partners

Semafone partners with AsiaPay to offer secure payment solution for contact centres

PRESS RELEASE: AsiaPay, the premier electronic payment service and solution provider in Asia-Pacific, is pleased to announce that Semafone®, the international provider of secure payment technology for call centres, has signed a two way partnership with AsiaPay. As Semafone continues to expand its presence in Asia, the solution will provide existing and new AsiaPay customers with a secure way to make payments over the telephone throughout the region. Continue reading Semafone partners with AsiaPay to offer secure payment solution for contact centres

New solution for Voice of the Customer and Market Research to reduce coordination costs by up to 90%

PRESS RELEASE: Confirmit has partnered with global translation services provider Language Connect to develop an integrated solution that saves up to 90 per cent of the cost and time involved in coordinating the translation of multi-lingual Voice of the Customer (VoC) and Market Research (MR) programmes. Continue reading New solution for Voice of the Customer and Market Research to reduce coordination costs by up to 90%

Alcatel-Lucent and Etisalat to give customers in UAE greater control over their service

PRESS RELEASE: Alcatel-Lucent and Etisalat, the UAE’s leading telecommunications company, have signed an agreement to deploy Alcatel-Lucent’s Motive Customer Experience Management (CEM) portfolio for Etisalat’s mobile and fixed-line customers in the UAE. The agreement was signed at the recent Mobile World Congress in Barcelona. Continue reading Alcatel-Lucent and Etisalat to give customers in UAE greater control over their service

Avaya Honored for Delivering ‘World-Class’ Customer Service with NorthFace ScoreBoard Award

PRESS RELEASE: Avaya announced that it has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2014. Since 2000, the award has been presented annually to companies that exceeded expectations in customer satisfaction during the prior calendar year according to ratings by their own customers. Continue reading Avaya Honored for Delivering ‘World-Class’ Customer Service with NorthFace ScoreBoard Award

ShoreTel Awarded 5-Star Rating in CRN’s 2015 Partner Program Guide

PRESS RELEASE: ShoreTel® announced it has been awarded a 5-Star rating in The Channel Company’s CRN 2015 Partner Program Guide. This annual directory is the definitive listing of technology vendors that service solution providers or provide products through the IT channel. The 5-Star Partner Program rating recognizes an elite subset of companies that offer solution providers the best partnering elements in their channel programs. Continue reading ShoreTel Awarded 5-Star Rating in CRN’s 2015 Partner Program Guide