Dynamics CRM from Optevia drives shared services and service design at Wealden District Council

PRESS RELEASE: Optevia, the Microsoft Dynamics CRM specialist for the public sector announces that Wealden District Council has significantly improved customer services, whilst being more cost efficient through the digital delivery of services and citizen self serve. Using Microsoft Dynamics CRM, the authority will be able to further promote shared services with other Authorities and improve partner working. Continue reading Dynamics CRM from Optevia drives shared services and service design at Wealden District Council

BT named a leader in 2015 Gartner Magic Quadrant For “contact center as a service, Western Euorpe”

PRESS RELEASE: BT announced that it has been named by Gartner Inc. a Leader in the ‘Contact Center as a Service’ (CCaaS) Magic Quadrant, Western Europe. For this brand new Magic Quadrant, Gartner evaluated ten contact centre providers against seven criteria for their ability to execute, and across eight criteria for their completeness of vision. Continue reading BT named a leader in 2015 Gartner Magic Quadrant For “contact center as a service, Western Euorpe”

NewVoiceMedia’s cloud technology pays dividends to most disruptive force in UK EPOS industry

PRESS RELEASE: NewVoiceMedia announced that Epos Now has transformed its customer experience with its ContactWorld for Service solution. Since deployment, the UK’s largest independent electronic point of sale (EPOS) supplier, has experienced growth of 350 percent and calls have increased sevenfold. Continue reading NewVoiceMedia’s cloud technology pays dividends to most disruptive force in UK EPOS industry

NICE Extends its Contact Center WFO Market Share Lead According to DMG Report

PRESS RELEASE: NICE Systems announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG’s 2015 WFO Mid-Year Market Share Report, NICE holds a 38.4 and 39.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.​ Continue reading NICE Extends its Contact Center WFO Market Share Lead According to DMG Report

Credit Union of Colorado Reduces Abandonment Rates with Fonolo Call-Backs

PRESS RELEASE: Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that Credit Union of Colorado has implemented its innovative call-back solution which has resulted in a reduction in abandon rate, an improved calling experience, and increased agent morale. Continue reading Credit Union of Colorado Reduces Abandonment Rates with Fonolo Call-Backs

TCN Awarded 2015 Unified Communications Excellence Award

PRESS RELEASE: TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TMC, a global, integrated media company, has named its flagship product, Platform 3.0, as a recipient of the 2015 Unified Communications Excellence Award presented by Internet Telephony magazine. Continue reading TCN Awarded 2015 Unified Communications Excellence Award

Shortage of cyber-security specialists set to reach crisis point for the telecoms industry

BLOG: With the fallout from the TalkTalk hack still continuing to make headlines, hybrid workforce solutions provider Gibbs S3 is warning that the shortage of qualified cyber-security specialists is becoming critical for businesses. Symantec CEO, Michael Brown has been quoted as saying that the global demand for cyber-security professionals is set to grow to six million by 2019 with the shortfall expected to be around 1.5 million, an issue of specific concern for the telecoms industry given the sensitivity of the data being handled. Continue reading Shortage of cyber-security specialists set to reach crisis point for the telecoms industry