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

Transversal and Intelecom strengthen partnership to offer integrated agent knowledge support

PRESS RELEASE: Transversal, the leading provider of knowledge solutions for the cloud, and Intelecom, experts in multichannel cloud contact centre solutions, have formed a collaboration which will bring to market a new knowledge-enhanced version of Intelecom’s Connect platform. Continue reading Transversal and Intelecom strengthen partnership to offer integrated agent knowledge support

TCN Announces Strategic Partnership with ClickDebt, UK-based Financial Case Management Software Provider

PRESS RELEASE: TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced its strategic partnership with ClickDebt, a cloud-based financial case management software provider in the UK. Under the partnership, TCN’s cloud-based contact center suite, Platform 3.0, will be integrated into ClickDebt’s debt collection software as an exclusive dialer and offered to ClickDebt customers across a range of industries including legal, accounting, collections, and debt recovery. Continue reading TCN Announces Strategic Partnership with ClickDebt, UK-based Financial Case Management Software Provider

Weston Digital Technologies and Nexidia Partner to Propel Speech Analytics into the Channel

PRESS RELEASE: Weston Digital Technologies announced an agreement with Nexidia, the leading provider of audio discovery and customer interaction analytics solutions, to embed Nexidia’s advanced phonetic Search Grid technology within Symphony 7 – Weston’s Unified Communications Recording and Analytics solution. Continue reading Weston Digital Technologies and Nexidia Partner to Propel Speech Analytics into the Channel

Sabio adds Verint WFO capability to its OnDemand cloud service

PRESS RELEASE: Sabio has added comprehensive Workforce Optimisation capabilities from Verint® Systems Inc. to its new Sabio OnDemand cloud-enabled hosted contact centre offering. Sabio OnDemand powered by Verint provides contact centre operators with instant access to market-leading Workforce Optimisation technologies, and joins Sabio OnDemand powered by Avaya in Sabio’s expanding suite of industry-leading hosted contact centre solutions. Continue reading Sabio adds Verint WFO capability to its OnDemand cloud service

SATMAP and McKinsey Solutions Announce Partnership

PRESS RELEASE: SATMAP, the only real-time enterprise technology solution using “big data” artificial intelligence to pair customers with agents based on behavior announced it has entered into a partnership with McKinsey Solutions, a division of McKinsey & Company focused on providing data-driven analytical solutions to global corporations. Continue reading SATMAP and McKinsey Solutions Announce Partnership

DXI announces EasyCallBack™ extension to its PAYG cloud communication service and gains Gold Supplier status

PRESS RELEASE: DXI, a leader and innovator in cloud contact centre solutions has today launched a new queue management service. EasyCallBack™ offers callers waiting in a queue the option to request a call back that maintains their place in the queue. It then automatically calls the customer back on their calling line identify (CLI) number. Continue reading DXI announces EasyCallBack™ extension to its PAYG cloud communication service and gains Gold Supplier status