Cloud computing in use or being piloted in vast majority of local public services despite ongoing concerns, shows Socitm survey

PRESS RELEASE: Cloud computing is already in use or is being piloted in 90% of local public service provider organisations responding in survey published by Socitm, the association for IT professionals. IT Trends Survey: Cloud computing services reports on the results of a ‘deep dive’ into the state of cloud computing procurement and adoption in the Socitm community carried out in November 2014. 103 organisations responded to the survey invitation, mostly local authorities but including other local public services and voluntary sector organisations. Continue reading Cloud computing in use or being piloted in vast majority of local public services despite ongoing concerns, shows Socitm survey

Study by ICMI and Five9 Reveals the Root Cause of Poor Customer Service – Agent Apathy

PRESS RELEASE: The International Customer Management Institute (ICMI) in partnership with Five9, a leading provider of cloud contact center software  released the 2015 report, “Agent Apathy: The Root Cause of Poor Customer Service.” The report reveals that contact centers tend to place the agent low on the scale of organizational importance, resulting in detached agents and ultimately, poor customer service. To avoid the consequences of agent apathy, the report provides actionable insights into how to raise the significance of valuable employees. Continue reading Study by ICMI and Five9 Reveals the Root Cause of Poor Customer Service – Agent Apathy

IMP Group Acquires Blue Ocean Contact Centers

PRESS RELEASE: IMP Group Limited (IMP) of Halifax, Nova Scotia, has acquired Blue Ocean Contact Centers. Blue Ocean employs more than 600 employees and is headquartered in Halifax, Nova Scotia. It provides customer service solutions in partnership with world-class companies who are leaders in technology, travel, retail, grocery, wellness, tourism and automotive industries. Continue reading IMP Group Acquires Blue Ocean Contact Centers

Progressive Selects Accenture Duck Creek Software to Support Property and Casualty Commercial Lines and Drive New Growth

PRESS RELEASE: Accenture announced that The Progressive Group of Insurance Companies has selected Accenture Duck Creek’s policy and rating software to support its property and casualty commercial lines business and serve as a foundational platform for growth. Progressive is turning to Accenture Duck Creek software’s unique product configuration toolset and comprehensive functionality to facilitate rapid product deployment and improve customer service and operational excellence by providing a common platform for policy, underwriting and rating. Continue reading Progressive Selects Accenture Duck Creek Software to Support Property and Casualty Commercial Lines and Drive New Growth