Vocalcom to Integrate New Twitter Ecosystem Solutions into its Cloud Contact Centre Software

PRESS RELEASE: Vocalcom has announced that it will release shortly its social customer service solution for Twitter through the integration of Twitter’s new ecosystem solutions—a suite of data products and functionality designed especially for enterprises with the interest of building the next generation of customer service solutions. With this solution, Vocalcom cloud contact center software will offer rich context about customers, gain insights from customer service interactions, and prioritize conversations that need attention. Continue reading Vocalcom to Integrate New Twitter Ecosystem Solutions into its Cloud Contact Centre Software

Noble Maestro Named a 2015 Product of the Year

PRESS RELEASE: Noble Systems, a global leader in unified contact centre technology, has received a “2015 Product of the Year Award” from TMC, a global, integrated media company. The Award recognises Noble Maestro version 8. Noble Maestro provides an intuitive manager portal for the Noble Enterprise Solution Suite, making it easy for users to manage agents, campaigns, lists, and data, assign contact strategies, coordinate multichannel activities and control workflows. Continue reading Noble Maestro Named a 2015 Product of the Year

Interactive Intelligence Named Market Leader in Ovum’s Multichannel Cloud Contact Centre Report

PRESS RELEASE: Interactive Intelligence has been named a Leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution 2015-16 report. According to the report, Interactive Intelligence’s “ability to adapt and offer numerous different cloud deployment options for its customers is a strength that helped it to gain a place among the market leaders.” Continue reading Interactive Intelligence Named Market Leader in Ovum’s Multichannel Cloud Contact Centre Report

Manulife Customers Can Say “So Long” or “Au Revoir” to Passwords and PINs

PRESS RELEASE: Manulife announced that it has enhanced its contact centre customer experience with the deployment of natural language understanding (NLU) and voice biometric technologies. Manulife is the first company in Canada to introduce voice biometrics as well as natural language understanding in a single interactive voice response (IVR) system offered in both English and French. Continue reading Manulife Customers Can Say “So Long” or “Au Revoir” to Passwords and PINs

AT&T Government Solutions To Help FEMA Modernize Communications For Its Claims Centers

PRESS RELEASE: AT&T Corp. has been awarded a four-year contract by the U.S. Federal Emergency Management Agency (FEMA) to help it modernize communications in support of improved collection, validation and processing of claims for disaster survivors. Continue reading AT&T Government Solutions To Help FEMA Modernize Communications For Its Claims Centers

Inisoft and INI Announce Partnership Streamlining Agent Desktop Integration

PRESS RELEASE: Inisoft, one of the UK’s leading software companies, and Interactive Northwest, Inc. (INI), developer of comprehensive interactive voice recognition (IVR) and contact center integration software announced their partnership to streamline agent desktop integration for contact center solutions built upon the powerful Avaya Aura@ Experience Portal (AAEP) platform with the synTelate® desktop application designed for inbound, outbound, and blended contact center environments. Continue reading Inisoft and INI Announce Partnership Streamlining Agent Desktop Integration

UK cloud journey still in formative stages

PRESS RELEASE: Many UK organisations have only just embarked on their journey to the cloud, according to research announced today by UK Cloud Services Provider, Redcentric. 41% of the 200 senior IT managers in medium and large UK organisations surveyed by Vanson Bourne, are still taking their first tentative steps towards Cloud and a further 32% have only just reached the half way point. In contrast just 3% have arrived at their final Cloud destination and only 11% can see the end in sight. Continue reading UK cloud journey still in formative stages

Expolink Contact Centre Announces New Contract Win with Sutton and East Surrey Water

PRESS RELEASE: Outsourced contact centre experts, Expolink Europe, have announced a prestigious new two year contract with Sutton and East Surrey Water. Expolink is acting as an overflow and out of hours contact centre as part of Sutton and East Surrey Water’s commitment to driving improvements in customer service provision. Expolink were awarded the contract following a competitive tender process. Continue reading Expolink Contact Centre Announces New Contract Win with Sutton and East Surrey Water