Interactive Intelligence Launches New Customer Engagement Cloud Service

PRESS RELEASE :Interactive Intelligence has launched a new customer engagement cloud service. Interactive Intelligence designed the new service, PureCloud Engage℠, to help contact centers accelerate business impact, deliver more consistent outcomes, and innovate the customer and agent experience. Continue reading Interactive Intelligence Launches New Customer Engagement Cloud Service

New [24]7 Virtual Agent Technology Enables Seamless Online Customer Service

PRESS RELEASE: [24]7, the intuitive customer experience firm, announced today that it is launching the [24]7 Virtual Agent solution at the Gartner Customer Strategies and Technologies Summit in London. As a result of its acquisition of IntelliResponse, the global market leader in enterprise virtual agent technology in 2014, [24]7’s virtual agent solution will be powered by IntelliResponse’s proven technology that serves over 160 customers across 450+ deployments in the health insurance, financial services, telecommunications, education and utilities sectors around the world. Continue reading New [24]7 Virtual Agent Technology Enables Seamless Online Customer Service

RBS selects decisioning and analytics from Pegasystems to help it reach its goal of becoming the number one UK bank for customer service

PRESS RELEASE: Pegasystems has been selected by Royal Bank of Scotland (RBS) for customer decisioning. RBS will use Pega to ensure every customer interaction is consistently personalised, relevant, and contextual across all journeys and channels. The capability to serve customers this way is a key component in achieving the bank’s stated aim of becoming the “best bank for customer trust, advocacy, and service by 2020.” Continue reading RBS selects decisioning and analytics from Pegasystems to help it reach its goal of becoming the number one UK bank for customer service

Pindrop Security Granted Patent for Phone Antifraud and Authentication Technology

Pindrop Security, the pioneer in phone fraud prevention and call centre authentication for banks and enterprise call centres, today announced it was awarded a patent by the U.S. Patent and Trademark Office (USPTO) for its Phoneprinting technology. Pindrop’s newly patented Phoneprinting combines authentication with fraud detection technology to verify legitimate callers and detect malicious callers. Continue reading Pindrop Security Granted Patent for Phone Antifraud and Authentication Technology

Red Box strengthens presence in APAC with senior appointmen

PRESS RELEASE: In a move designed to further enhance its growing infrastructure in the APAC region, Red Box Recorders has appointed Lindsay Miller to the position of Operations Manager, APAC. This follows the recent announcement by the company of a record sales quarter in the region, after securing a number of major deals for its Quantify voice and data recording solution in the finance, contact centre and public safety sectors. Continue reading Red Box strengthens presence in APAC with senior appointmen

Fonolo and Aspect Partner to Bring Enhanced Multi-Channel Call-Backs to the Call Center Market

PRESS RELEASE: Fonolo, the company that improves the call centre experience by replacing hold time with a call-back, and Aspect Software, a leading provider of fully-integrated contact centre solutions, announced today a working relationship to bring multi-channel call-backs to the contact centre market. Continue reading Fonolo and Aspect Partner to Bring Enhanced Multi-Channel Call-Backs to the Call Center Market

CXM Recording and Quality Monitoring Software Now Rated Avaya Compliant

PRESS RELEASE :CXM announced that the CXM Recording and Quality Monitoring Software Suite is compliant with key contact center solutions from Avaya, a global provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Continue reading CXM Recording and Quality Monitoring Software Now Rated Avaya Compliant

Schurz Communications Deploys NetCracker Platform to Standardize Billing and Rating Operations Across Properties

PRESS RELEASE: NetCracker Technology announced that Schurz Communications has agreed to expand its relationship with NetCracker by establishing a standardized business process across all of its properties through a single NetCracker Billing and Revenue Management solution. Continue reading Schurz Communications Deploys NetCracker Platform to Standardize Billing and Rating Operations Across Properties

Boston Globe Newspaper Relies On Datamart And ShoreTel To Improve Communications And Save $1.6 Million

PRESS RELEASE: Datamart Inc. of Wellesley, Mass. today announced The Boston Globe Newspaper has upgraded their communications system for 1200 users to ShoreTel unified communications with contact centre capabilities, realizing improved communications, added mobility and projected cost savings of $1.6 million over five years. Continue reading Boston Globe Newspaper Relies On Datamart And ShoreTel To Improve Communications And Save $1.6 Million