Zendesk Simplifies Phone Support with New Voice Offering

PRESS RELEASE: Zendesk announced general availability of Advanced Voice, a significantly enhanced version of its phone support offering, embedded directly into Zendesk’s cloud-based contact center. Companies can set up Zendesk phone support in minutes without purchasing any extra equipment, and can make or take calls from the same multichannel environment in which they manage all other support channels. Continue reading Zendesk Simplifies Phone Support with New Voice Offering

Empirix Solutions Enable inContact to Deliver High Quality Voice as a Service to Customers

PRESS RELEASE: Empirix announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering. This comprehensive monitoring will include detailed reporting of the mean opinion score (MOS) to inContact and its customers. Continue reading Empirix Solutions Enable inContact to Deliver High Quality Voice as a Service to Customers

Genesys appoints Paul Maguire as Vice President of UK and Ireland

PRESS RELEASE: Genesys has appointed Paul Maguire as Vice President overseeing the fast-growing markets of the UK and Ireland. Maguire will focus on helping Genesys customers and partners achieve world-class customer experience through digital transformation across a wide range of sectors, including banking, insurance, telecommunications, utilities, public sector, retail, and manufacturing. Continue reading Genesys appoints Paul Maguire as Vice President of UK and Ireland

Black Friday 2016. Bigger. Better. Digital?

PRESS RELEASE: Black Friday shopping across the UK reached record levels this year. But, if you’re wondering why you didn’t see scenes of shoppers battling in the aisles on your TV screens, it’s because pretty much all of this year’s shopping was done online. With overall Black Friday sales up 36% over 2014 but with in-store sales falling 4% on the day, this is the strongest evidence we’ve seen yet that Christmas shoppers eager to avoid the crowds are turning to digital. Pity the same can’t be said of the retailers, says Helen Murray, Chief Customer Solutions Officer at Webhelp… Continue reading Black Friday 2016. Bigger. Better. Digital?