eg solutions delivers innovative back office optimisation project for Capita Life and Pensions

PRESS RELEASE: eg solutions was selected to support Capita Life and Pensions Service in managing a client’s back office initiative, focusing on mapping the changes to back office work flow for managing every stage of its client’s end-user customer journey. When Capita Life and Pensions secured a contract to manage a client’s back office (of 300 people) and contact centre, it gained experienced front-line teams but identified a need to change the workflows for the back office. Continue reading eg solutions delivers innovative back office optimisation project for Capita Life and Pensions

Business Systems releases survey results on Workforce Management adoption in UK contact centres

PRESS RELEASE: Business Systems (UK) Ltd, a leading independent call recording and workforce optimisation specialist released results of its new survey of 100 contact centre professionals, about their workforce management adoption and challenges. As detailed in the report “The State of Workforce Management in Contact Centres – 2016”, the research reveals that despite the significant improvements in the technology, adoption of workforce management solutions within contact and customer service centres has still to pick up. Continue reading Business Systems releases survey results on Workforce Management adoption in UK contact centres

Avaya Redefines Business Communications App Development with Avaya Breeze

PRESS RELEASE: Avaya is changing the rules for business communications application development with Avaya Breeze™, a technology platform that makes it easier for organisations to develop the mobile, customer-facing and cloud-migration applications they need to achieve their digital transformation objectives. And with Avaya Snapp Store, Avaya is introducing the first-ever ecommerce app store for business communications, making it even simpler for enterprises to deploy Avaya Breeze applications and deliver unique, compelling experiences. Continue reading Avaya Redefines Business Communications App Development with Avaya Breeze

Mattersight Launches Workstyle to Boost Customer Satisfaction and Employee Engagement in Call Centers

PRESS RELEASE: Mattersight announced the release of Workstyle, a lightweight SaaS app that helps call center employees enhance customer experiences by training them on how to improve personality connections. Combined with Predictive Behavioral Routing, Workstyle uniquely leverages the power of personality to improve service, sales, retention and collections interactions. Continue reading Mattersight Launches Workstyle to Boost Customer Satisfaction and Employee Engagement in Call Centers

BroadSoft Expands Mobile-First Unified Communications And Portal Applications Powered By UC-One

BroadSoft, a global unified communication as a service (UCaaS) provider announced the launch of three new UC-One® applications. The first two address the diverse communications and collaboration needs of today’s mobile-centric workforce. The third application, UC-One Enterprise Portal, enables IT administrators and end users to manage UC-One services directly. Continue reading BroadSoft Expands Mobile-First Unified Communications And Portal Applications Powered By UC-One

Twilio Announces Twilio Interconnect, the Private Connection Between the Enterprise and the Twilio Cloud Communications Platform

PRESS RELEASE: Twilio announced the launch of Twilio Interconnect, which enables private connectivity between Twilio and an enterprise’s on-premise infrastructure and applications. With Twilio Interconnect, enterprises deploying communications in the cloud can meet the most stringent network requirements for controlling quality and security. Continue reading Twilio Announces Twilio Interconnect, the Private Connection Between the Enterprise and the Twilio Cloud Communications Platform

Ideal Shopping Enter New Contract with Eckoh to Deliver a Complete Omni-Channel Experience

Eckoh announces that it has entered into a new five-year contract with Ideal Shopping Direct, a leading multi-channel home shopping retailer in the UK and US. Ideal Shopping has been one of Eckoh’s largest clients since 2005 and this significant contract represents the latest broadening of the scope of Eckoh’s services. It will further underpin Eckoh’s financial performance for the year ending 31 March 2016 and beyond. Continue reading Ideal Shopping Enter New Contract with Eckoh to Deliver a Complete Omni-Channel Experience

Volo Commerce Unifies Communications with VIA Voice

PRESS RELEASE: Volo Commerce, the ecommerce solutions specialist, has deployed a cloud-based Unified Communications (UC) platform from VIA across its two offices in Cheltenham and London. The company chose VIA Voice in order to consolidate its previously disparate communications channels into one centralised platform. Continue reading Volo Commerce Unifies Communications with VIA Voice

Mtel Increases Market Leadership With Enghouse Interactive Contact Center: Service Provider 7.2

Enghouse Interactive announced that Mtel, the leading Dutch telephony and customer contact solutions provider, will universally deploy Enghouse Interactive Contact Center: Service Provider 7.2 (CCSP 7.2), a multi-tenant cloud contact center solution designed specifically for service providers, carriers and operators. Continue reading Mtel Increases Market Leadership With Enghouse Interactive Contact Center: Service Provider 7.2