No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics

PRESS RELEASE: NICE Systems announced the launch of IVR Journey Analytics, a solution designed to reduce customer effort and improve the experience of Interactive Voice Response (IVR), the automated phone system that guides callers through self-service menus. The solution helps organizations optimize the IVR channel, turning what has often been a frustrating process into a perfect experience. Continue reading No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics

Ombudsman Services extends its cloud-based contact centre solution from Intelecom to support rapid business growth and home-working

PRESS RELEASE: Intelecom, a provider of cloud-based contact centre solutions announced that Ombudsman Services has extended its use of Intelecom Connect for the organisation’s United Kingdom operations. Ombudsman Services (Ombudsman) is a not for profit, private company limited by guarantee. Since implementing Intelecom Connect, the flexibility and scalability of the system has supported Ombudsman during a period of expansion and has facilitated new flexible ways of working across the organisation including home-working for its Investigation Officers. Continue reading Ombudsman Services extends its cloud-based contact centre solution from Intelecom to support rapid business growth and home-working

Cognia expands global cloud compliance presence with Australia launch

PRESS RELEASE: Cognia, the leading provider of cloud compliance solutions, has joined forces with IP Solutions International, a specialist provider of cloud based payment and data security services, to provide a compelling range of cloud-based PCI compliant services for the Australasian market. Continue reading Cognia expands global cloud compliance presence with Australia launch

UPC DTH Implements CoralTree’s BSS Solutions Enhancing Sales & Logistics to Deliver Exceptional Customer Service

PRESS RELEASE: CoralTree, a leading provider of convergent business support systems (BSS) announces the successful implementation of CRM and inventory management solutions for fast-growing company, UPC DTH S.à r.l. Supporting its operations across Hungary, Czech Republic, and Slovakia, CoralTree’s solutions will enable UPC DTH to enhance sales and logistics processes, and ultimately customer experience. Continue reading UPC DTH Implements CoralTree’s BSS Solutions Enhancing Sales & Logistics to Deliver Exceptional Customer Service

Five9 Powers Solar Companies, Enabling Increased Customer Acquisitions and Improved Service Capabilities Nationwide

PRESS RELEASE: Five9, Inc., a leading provider of cloud contact centre software announced increased momentum within the solar energy industry. Using the Five9 Virtual Contact Center, solar manufacturers, installers and marketing firms across the country are generating more leads, and acquiring more customers while improving customer service at every stage of the customer life cycle. Continue reading Five9 Powers Solar Companies, Enabling Increased Customer Acquisitions and Improved Service Capabilities Nationwide

Multichannel contact centre strategies failing customers

PRESS RELEASE: Multichannel contact centres are running a high number of channels, but compromising on customer satisfaction by failing to create a seamless multichannel contact experience, according to a new study from EvaluAgent. The survey of 50 senior decision makers in UK contact centres shows that while 90% offer at least four channels, and as many as 42% offer seven or more, 90% confirmed they do not have a clear picture of the customer journey across them. Continue reading Multichannel contact centre strategies failing customers

Brands risk customer churn by failing to understand consumers on digital channels

PRESS RELEASE: Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response that either partially, or completely, failed to answer their question in their top two biggest frustrations. 31% said that failure to acknowledge upset or anger was a major issue. Continue reading Brands risk customer churn by failing to understand consumers on digital channels