Interactive Intelligence Acquires Mumbai-based Customer360

PRESS RELEASE: Interactive Intelligence, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has acquired Customer360, a developer of Software as a Service (SaaS) applications that help businesses enhance customer relations using non-voice communications channels. Continue reading Interactive Intelligence Acquires Mumbai-based Customer360

Latest Version of Intelecom includes enhanced WebChat, WallBoard and Media Archive Capabilities

PRESS RELEASE: Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. This latest release sees the introduction of enhanced web Chat, wallboard and media archive capabilities. In addition, Intelecom now offers a standard integration to customer service platform, Zendesk. Continue reading Latest Version of Intelecom includes enhanced WebChat, WallBoard and Media Archive Capabilities

8×8’s EasyContactNow Cloud Contact Management Service Now Available via G-Cloud

8×8 announced that its EasyContactNow (ECN) cloud contact management solution has been accepted for inclusion on G-Cloud 7, the government’s online digital marketplace for the broader public sector. The availability of ECN on the G-Cloud 7 framework further extends 8×8’s ability to offer an innovative communications solution to meet the needs of today’s public sector organisations and supports their evolving digital transformation requirements. Continue reading 8×8’s EasyContactNow Cloud Contact Management Service Now Available via G-Cloud

NETSCOUT Announces Support for Unified Communications in Contact Centers with nGeniusONE Service Assurance Platform

PRESS RELEASE: NETSCOUT announced support for high-value Unified Communications (UC) initiatives being deployed in contact centers all over the world. The nGeniusONE® Service Assurance platform with Adaptive Service Intelligence™ (ASI) patented technology offers rich insights into VoIP, video, and collaboration services simultaneously with business data services. Continue reading NETSCOUT Announces Support for Unified Communications in Contact Centers with nGeniusONE Service Assurance Platform

BT Wholesale and Avaya Cloud Solution becomes a reality with IP Integration securing Advanced Payment Solutions (APS) as its first client

PRESS RELEASE: IP Integration announces that it has secured APS as its first customer for the BT Wholesale Avaya Cloud Solution. The move will enable APS to transform its customer contact strategy that supports the digital banking solutions it provides to consumers, businesses and local government. Continue reading BT Wholesale and Avaya Cloud Solution becomes a reality with IP Integration securing Advanced Payment Solutions (APS) as its first client

Adactus Housing Group Drives Customer Care With 360 Tenant Portal from 1st Touch

PRESS RELEASE: Adactus Housing Group is implementing the 360 Tenant Portal from 1st Touch. The new system will provide an impressive online resource, enabling easy self-service access to a broad range of customer services for tenants. The software will improve on the group’s existing online services, augmenting the group’s award-winning incoming call centre and extensive customer care facilities. Continue reading Adactus Housing Group Drives Customer Care With 360 Tenant Portal from 1st Touch

Gartner Recognises Verint as a Leader Positioned Highest in Execution and Furthest in Vision in New Magic Quadrant for Customer Engagement Center Workforce Optimisation

PRESS RELEASE: Verint® Systems announced that it has achieved the highest and furthest overall position for its ability to execute and completeness of vision in the new Magic Quadrant for Customer Engagement Centre Workforce Optimisation (WFO) report by research and advisory firm Gartner, Inc.* This placement marks the eighth consecutive year that the company has appeared in the Magic Quadrant as a Leader. Continue reading Gartner Recognises Verint as a Leader Positioned Highest in Execution and Furthest in Vision in New Magic Quadrant for Customer Engagement Center Workforce Optimisation

TouchPoint One Receives 2015 Customer Experience Innovation Award for Acuity Contact Center Performance Management Software

PRESS RELEASE: TouchPoint One, the leading provider of SaaS solutions for contact center performance management announced that TMC has named Acuity as a winner of the 2015 Customer Experience Innovation Award winner presented by TMC’s CUSTOMER magazine. Continue reading TouchPoint One Receives 2015 Customer Experience Innovation Award for Acuity Contact Center Performance Management Software

NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: NICE Systems announced it has been positioned by Gartner, Inc. in the “leaders” quadrant of the 2015 “Magic Quadrant for Customer Engagement Center Workforce Optimization” for the eighth consecutive year [1]. NICE was recognized by Gartner for its completeness of vision and ability to execute, based on the criteria listed in the report. Continue reading NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization