Citrix Delivers Interactive Mobile Customer Support with New GoToAssist Solutions

PRESS RELEASE: Citrix announced the expansion of its GoToAssist product line with two new products – Citrix Concierge and GoToAssist Seeit – that enable real-time interactions between end-users and customer service experts. Citrix Concierge lets end-users connect instantly with a customer service expert directly from a mobile app through live video, audio or chat to significantly reduce call-handling times and improve customer satisfaction, while GoToAssist Seeit allows customers to share their mobile device camera and communicate with technical experts to quickly resolve issues without expensive in-person visits. Continue reading Citrix Delivers Interactive Mobile Customer Support with New GoToAssist Solutions

City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software

PRESS RELEASE: Verint® Systems announced that the City of Charlotte, N.C. is implementing its Verint® Engagement Management™ for government to enhance citizen service in its 3-1-1 call center, known as CharMeck 311. Continue reading City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software

Netcall rated Avaya compliant

PRESS RELEASE: Netcall, a leading provider of customer engagement solutions announced that its LibertyTM platform 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 Netcall rated Avaya compliant

LiveOps Names Baker Johnson as Vice President of Marketing

PRESS RELEASE: LiveOps that Baker Johnson has joined the company as Vice President of Marketing. Reporting to CEO Vasili Triant and based out of the company’s new Texas headquarters, Johnson will be responsible for driving all elements of LiveOps’ global corporate and product marketing strategy and operations. Continue reading LiveOps Names Baker Johnson as Vice President of Marketing

Calabrio Receives 2015 CUSTOMER Magazine TMC Labs Innovation, Contact Center Technology and Solutions Product of the Year Awards

PRESS RELEASE:Calabrio announced that TMC, a global, integrated media company, has honored the company with three 2015 TMC Awards presented by TMC’s CUSTOMER Magazine. Continue reading Calabrio Receives 2015 CUSTOMER Magazine TMC Labs Innovation, Contact Center Technology and Solutions Product of the Year Awards

World’s First University-Accredited Degree For Employees In Customer Contact Management Launched

PRESS RELEASE: A new partnership announced today between Firstsource Solutions, a leading Business Process Management Company that employs 3,500 people in the UK and 27,000 worldwide, and Ulster University will – for the very first time – customer contact centre employees the opportunity to study for a degree. Continue reading World’s First University-Accredited Degree For Employees In Customer Contact Management Launched

Echo chosen to manage customer contact centre for national carbon monoxide poisoning campaign

PRESS RELEASE: Outsourced customer contact specialist, Echo Managed Services, has been appointed to provide a helpline to support a newly launched, high-profile public information campaign on carbon monoxide (CO) poisoning. Continue reading Echo chosen to manage customer contact centre for national carbon monoxide poisoning campaign

Frost & Sullivan Recognizes Atento for its Customisable Suite of CRM BPO Solutions across Multiple Channels

PRESS RELEASE: Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Atento with the 2015 European Frost & Sullivan Award for Customer Service Leadership. Atento has made skilful use of HR management to deliver excellent customer experiences in the customer relationship management business process outsourcing (CRM BPO) services markets in Latin America and Europe. By leveraging existing infrastructure and process knowledge, it delivers increasingly complex solutions through multiple channels. Continue reading Frost & Sullivan Recognizes Atento for its Customisable Suite of CRM BPO Solutions across Multiple Channels