Salesforce Unveils Service for Apps—the Future of In-App Mobile Support

PRESS RELEASE: Salesforce announced Salesforce Service for Apps and the general availability of Salesforce SOS. With Salesforce Service for Apps, powered by the Service Cloud, any company can now easily embed multi-channel customer service — including live video chat with a customer service agent — directly into mobile apps, giving customers an instant, contextual and connected experience. Continue reading Salesforce Unveils Service for Apps—the Future of In-App Mobile Support

fm24 selects Strategic Communications Services and Intelecom Connect to support facilities management help desk for international clients

PRESS RELEASE: Intelecom and its partner Strategic Communications Services (SCS) announced that fm24 has deployed Intelecom Connect for its facilities management help desk which supports clients around the world. Since implementing the SCS, Intelecom Connect based solution, fm24 has consistently met Service Level Agreements (SLAs) for call handling, whilst skills based routing has boosted operational efficiencies and helped deliver highly a personalised customer service to a constantly changing and diverse client base. Continue reading fm24 selects Strategic Communications Services and Intelecom Connect to support facilities management help desk for international clients

Semafone appoints Global Sales Director

PRESS RELEASE: Semafone® has appointed Iain Regan as Global Sales Director. Iain, who joins Semafone from Firstsource, has 20 years’ experience in managing sales operations for major outsourcing and consulting businesses. His expertise in the call centre sector spans Europe, North America and Australia – all key markets for Semafone. Continue reading Semafone appoints Global Sales Director

Verint Announces Availability of Engagement Management Solutions in Japanese

PRESS RELEASE: Verint® Systems Inc. announced the availability of the Japanese language version of its engagement management solution. Verint Engagement Management™ is comprised of customer service capabilities that include employee desktop, case management, email management, knowledge management, live chat, advanced co-browse, web self-service and more. It is part of the broader Verint Customer Engagement Optimization™ portfolio, which also includes advanced solutions for customer analytics and workforce optimization. Continue reading Verint Announces Availability of Engagement Management Solutions in Japanese

Webhelp continues its ambitious growth strategy and unveils two major acquisitions in Europe covering six new geographical regions

PRESS RELEASE: The Webhelp Group, a specialist in customer relationship solutions and services has made two strategic acquisitions. Perry & Knorr acquired from Germany’s Walter Services and Italy’s OnLine will both join the Webhelp Group. The two companies have combined revenues of over €80 million and workforce of 2,000 people across Europe. The acquisitions will provide Webhelp with a presence in Germany, the Czech Republic, Italy, Austria, Switzerland and Poland. Continue reading Webhelp continues its ambitious growth strategy and unveils two major acquisitions in Europe covering six new geographical regions

Desk.com Research Uncovers What Millennials Expect from Customer Service

PRESS RELEASE: Salesforce, the Customer Success Platform and world’s #1 CRM company released new research from Desk.com, “Crossing The Generational Divide: Providing Customer Service for Today’s Consumers,” which highlights what millennials expect from customer service compared to other generations. Continue reading Desk.com Research Uncovers What Millennials Expect from Customer Service

The working day is getting longer – 9 TO 5 has become 8 TO 8

PRESS RELEASE: 41% more worker time is spent dealing with customers outside traditional 9 to 5 office hours, compared with three years ago, creating a rapid demand for 24 hour services. A study into incoming business call volumes by call answering service alldayPA, tracked over a million calls from a two year period, to reveal the working day now begins at 8am and runs until 8pm. Continue reading The working day is getting longer – 9 TO 5 has become 8 TO 8