IntraNext Systems Will Use Western Union’s Patented Consumer Protection Framework in Credit Card Application

PRESS RELEASE: Software company IntraNext Systems announced an agreement with The Western Union Company (NYSE: WU), a leader in global payment services, for use of a Western Union patent—U.S. Patent No. 8,582,764—specifically designed to conceal credit card information when consumers make payments over the phone. Continue reading IntraNext Systems Will Use Western Union’s Patented Consumer Protection Framework in Credit Card Application

Promero Taps Enghouse Interactive Contact Center: Service Provider for Cloud Contact Center Offering

Promero, a leading provider of hosted contact center software, today announced that it would leverage Enghouse Interactive’s Contact Center: Service Provider (CCSP) 7.2 software for its cloud contact center software solution, Promero Call Center Omni Channel. Powered by CCSP 7.2, Promero Call Center Omni Channel, gives organizations the means to dramatically impact customer service. Continue reading Promero Taps Enghouse Interactive Contact Center: Service Provider for Cloud Contact Center Offering

Social media first choice for 1 in 5 consumers when seeking answers in complicated situations

PRESS RELEASE: An increasing number of consumers are turning to social media first to voice complaints, have complicated situations resolved, and even in the case of a crisis, according to new research. A survey of 1,000 UK adults by customer contact outsourcer Echo Managed Services has revealed that almost 1 in 5 people (18%) use social media as first preference to voice a complaint, over other contact channels including phone, face to face, email and web chat. Continue reading Social media first choice for 1 in 5 consumers when seeking answers in complicated situations

Intelecom sponsors ContactBabel’s latest reseach into Interaction Routing

PRESS RELEASE: Intelecom, a provider of cloud-based contact centre solutions has sponsored ‘The Interaction Routing’ chapter of The UK Contact Centre Decision-Maker’s Guide 2015 (13th edition), published last month by leading contact centre analysts ContactBabel. The results, based on surveys conducted with over 200 UK organisations, demonstrate some interesting trends that reflect subtle changes in the use of call routing and highlight several notable differences between the smallest (below 50 seats) and largest (over 200 seats) contact centre operations today. Continue reading Intelecom sponsors ContactBabel’s latest reseach into Interaction Routing

Jim Ferrato Joins IBEX Global As Chief Information Officer

PRESS RELEASE: IBEX Global Solutions, a leading provider of contact center services and other business process outsourcing (BPO) solutions, announced Jim Ferrato has joined the company as the chief information officer. Ferrato is a seasoned professional in both the business process industry and the technology sector. Continue reading Jim Ferrato Joins IBEX Global As Chief Information Officer