Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition

PRESS RELEASE: Genesys, the market leader in omnichannel customer experience (CX) and contact centre solutions, today announced the acquisition of SpeechStorm, a leading provider of self-service applications for mobile, web and interactive voice recognition (IVR) channels. The Northern Ireland-based company has been a Genesys partner since 2010 and operates offices in the United Kingdom, Spain and the United States. Continue reading Genesys Accelerates Omnichannel Self-Service Capabilities with SpeechStorm Acquisition

Sprint teams with Conversocial to become the first US telecommunications brand to introduce Messenger as part of their social care strategy

PRESS RELEASE: Conversocial, a Facebook Preferred DeveloperFacebook Marketing Partner, has teamed up with Sprint, a leading telecommunications company, to implement Messenger as a new channel for Sprint’s social care. Continue reading Sprint teams with Conversocial to become the first US telecommunications brand to introduce Messenger as part of their social care strategy

Conversocial wins contract with Ireland’s largest telecommunications company, eir

PRESS RELEASE: Conversocial has won a contract with eir. Conversocial will be used by eir’s contact center service team to manage and resolve service inquiries across Facebook, Twitter and Instagram. Conversocial replaces an existing software solution from Sprout Social. Continue reading Conversocial wins contract with Ireland’s largest telecommunications company, eir

Jacada Call Center Solutions Chosen by One of the Largest BPOs in India to Enhance Customer Service Experience in a leading European Telecommunications Company

PRESS RELEASE: Jacada announced that its suite of contact center solutions has been chosen by one of the leading BPOs in India to enhance the customer service experience for a major European telecommunications company. The Jacada solution implementation includes Jacada’s Workspace Agent Desktop, Integration & Automation, and award winning Agent Scripting solutions. Continue reading Jacada Call Center Solutions Chosen by One of the Largest BPOs in India to Enhance Customer Service Experience in a leading European Telecommunications Company

Leading US Health Insurance Company Selects Jacada Visual IVR to Enhance Member Experience

PRESS RELEASE: Jacada that a material transaction for the deployment of its Visual IVR solution has been executed with a Fortune 500 company, one of America’s largest health insurance providers. The Jacada Visual IVR solution will enhance both the customer and contact center experience. Continue reading Leading US Health Insurance Company Selects Jacada Visual IVR to Enhance Member Experience

NICE announces new version of its NICE Engage Platform for contact centres

PRESS RELEASE: NICE Systems announced the new version of its NICE Engage Platform, which brings to contact centres the intuitive experience and ease of use found in consumer software. New capabilities such as 1-click interaction management, intelligence-driven automated scoring, data extraction tools and DIY system management, allow employees to focus on the customer and provide them with a perfect experience. Continue reading NICE announces new version of its NICE Engage Platform for contact centres

Where in the World Is Santa? Avaya-Powered Hotline Helps NORAD Deliver Answers to Eager Boys and Girls

PRESS RELEASE: For the 60th consecutive year, boys and girls eager to follow Santa’s December 24 travels can call a trusted resource. Volunteers staffing a NORAD Tracks Santa hotline will be poised to answer their most pressing questions – from Santa’s estimated arrival time to the amount of weight he gains eating cookies throughout the long night. Continue reading Where in the World Is Santa? Avaya-Powered Hotline Helps NORAD Deliver Answers to Eager Boys and Girls