Zendesk Brings Sixth Sense to Customer Conversations

PRESS RELEASE: Zendesk has announced the launch of Satisfaction Prediction, the first machine learning and predictive analytics feature for customer satisfaction. The feature leverages historical satisfaction survey results to predict conversations at risk of bad customer satisfaction before they occur, allowing organisations to take a data-driven approach to customer service. Continue reading Zendesk Brings Sixth Sense to Customer Conversations

Symmetrics & Maicore Group Announce EMEA Partnership

PRESS RELEASE: Symmetrics Business Intelligence, a provider of real-time, historical and call-detail reporting solutions for contact centres, and Maicore Group, a provider of process and performance optimization solutions, today announced a new partnership to deliver business intelligence solutions to contact centres in Europe, the Middle East, and Africa (EMEA) regions.

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KnoahSoft expands multi-vendor integration support to include Avaya Aura Contact Center and Avaya Contact Center Select

PRESS RELEASE: KnoahSoft, a global workforce optimization solutions provider, announced today that version 4.5 of its comprehensive Workforce Optimization suite, Harmony, is generally available. Continue reading KnoahSoft expands multi-vendor integration support to include Avaya Aura Contact Center and Avaya Contact Center Select

Aspect Software leads the Champions quadrant in Frost & Sullivan Industry Quotient Matrix 2015 Contact Centre Outbound Systems Vendors report

PRESS RELEASE: Aspect Software, a leading award-winning cloud provider of fully-integrated consumer engagement, workforce optimisation, and back-office solutions, has been honoured with the leadership position in the Champions Quadrant in the recent ‘Frost & Sullivan Industry Quotient Matrix 2015 Contact Centre Outbound Systems Vendors report’. Continue reading Aspect Software leads the Champions quadrant in Frost & Sullivan Industry Quotient Matrix 2015 Contact Centre Outbound Systems Vendors report