South Wales Police installs Capita’s contact centre and control room solution

PRESS RELEASE: Capita Communications and Control Solutions announces that South Wales Police has gone live with ControlWorks, its solution for police contact centre and control room operations. South Wales Police is the first UK police force to roll-out ControlWorks, which is now in full operational use across the force. Continue reading South Wales Police installs Capita’s contact centre and control room solution

Claims Management Company EMCAS chooses Ember Managed Analytics to underpin compliance and its service to clients

PRESS RELEASE: Leading claims management company, EMCAS, has appointed customer management consultancy Ember Services to operate a managed analytics service across its 170-strong contact centre team to ensure compliance and service excellence for its clients. Ember’s Agent Analytics service will apply advanced speech analytics technology to monitor calls made by EMCAS’ UK contact centres and those of its business partners. Continue reading Claims Management Company EMCAS chooses Ember Managed Analytics to underpin compliance and its service to clients

NewVoiceMedia’s cloud technology bulks-up Six Pack Shortcuts’ outbound sales

NewVoiceMedia announced a new two-year contract with Six Pack Shortcuts, a provider of specialised training systems designed to enhance muscle building, encourage fat loss and improve overall fitness. Since deployment of NewVoiceMedia’s ContactWorld for Sales solution a year ago, the company has increased conversion rates by 42 percent while improving efficiencies across the business. Continue reading NewVoiceMedia’s cloud technology bulks-up Six Pack Shortcuts’ outbound sales

Unify Helps Businesses Improve Customer Engagement with New OpenScape Contact Centre

PRESS RELEASE: Unify, the Atos brand for communications software and services, announced the new OpenScape Contact Centre v9, designed to help businesses improve customer engagement to compete in today’s on-demand economy. With new features that empower contact centre agents to respond quickly and effectively to customer needs, OpenScape Contact Centre supports businesses with a customer-first strategy to improve customer retention and loyalty. Continue reading Unify Helps Businesses Improve Customer Engagement with New OpenScape Contact Centre

Starfish Announces New Monitoring & Optimization Solutions

PRESS RELEASE: Starfish Associates, a leading provider of telecom software solutions for large enterprises, has introduced two new tools to its Unified Communications (UC) Monitoring & Optimization portfolio. Starfish CM Dashboard and Starfish Call Analyzer now round out the portfolio’s offerings which also include the company’s Resource Manager and Trunk Dashboard. Continue reading Starfish Announces New Monitoring & Optimization Solutions