Zendesk Launches Basic Voice to Democratise Phone Support for Businesses Globally

PRESS RELEASE: Zendesk announced the global launch of Basic Voice, a new offering enabling fast, affordable and reliable phone support for companies of any size. With the addition of Basic Voice, Zendesk now offers three options for its cloud-based, VoIP phone support solution. Companies worldwide including nonprofit DonorsChoose.org, Brazilian online retailer Taquilla, and on-demand startup Washio have implemented Zendesk Voice to provide personalised phone assistance as part of their omnichannel support strategies. Continue reading Zendesk Launches Basic Voice to Democratise Phone Support for Businesses Globally

b-next Enters into Global Partnership with Verint; Adds Financial Compliance Speech Analytics to CMC:Suite Solution

PRESS RELEASE: b-next, a specialist provider of capital markets compliance solutions, today announced a global partnership with Verint® Systems. Through this relationship, b-next will offer Verint Speech Analytics™ with its CMC:Suite, an integrated compliance platform for capital markets. By combining the solutions, financial services organisations can capture and analyse information from voice calls automatically. Continue reading b-next Enters into Global Partnership with Verint; Adds Financial Compliance Speech Analytics to CMC:Suite Solution

AVOXI Releases Queue Callback Feature for Smart Queue

PRESS RELEASE: AVOXI announced the launch of the newest feature addition to its virtual call center platform: queue callback. Queue callback gives customers the flexibility to remain on hold or request a call back from the next available agent. Callers can avoid waiting on the busy line and request a call back without losing their place in the queue. Continue reading AVOXI Releases Queue Callback Feature for Smart Queue

ShoreTel Expands Connect Solution Portfolio in Canada

PRESS RELEASE: ShoreTel® is now offering the full ShoreTel Connect™ portfolio to mid-market and enterprise customers in Canada*. While ShoreTel has an established channel and has been offering onsite solutions in the country for many years, including ShoreTel Connect ONSITE, this is the first time that cloud and hybrid solutions are available as deployment options. Continue reading ShoreTel Expands Connect Solution Portfolio in Canada

World’s Largest Gaming Center Bets on World Class Engagement Solutions from Avaya

PRESS RELEASE: Casino operators in Macao, the world’s largest gaming center, face unprecedented challenges to create the unparalleled guest experience their clientele expects. In a bid to modernize their services to deliver the consummate experience, produce new revenue streams, and enhance operational efficiency, four out of the six casino operators in Macao are tapping Avaya, a global leader in business communications software, systems and services, to overcome their challenges and drive their digital transformation strategies. Continue reading World’s Largest Gaming Center Bets on World Class Engagement Solutions from Avaya

NewVoiceMedia brings powerful insights to the Engage2Excel sales team

NewVoiceMedia announced it has secured a new contract with Engage2Excel, the market’s only ROI-based employee recognition solution. Engage2Excel will now use NewVoiceMedia’s ContactWorld for Sales, cloud customer contact technology with seamless Salesforce integration, to support its outbound sales team. Continue reading NewVoiceMedia brings powerful insights to the Engage2Excel sales team

Damovo first in the world to achieve Mitel Platinum Integrator Partner status

PRESS RELEASE: Damovo announces it is the first company in the world to be awarded the Mitel Platinum Integrator Partner status. Damovo has achieved this elevated partnership for EMEA and Asia Pacific, and it sets the company apart in the region as the only service provider certified to deliver and support Mitel’s complete technology portfolio across multiple countries. Continue reading Damovo first in the world to achieve Mitel Platinum Integrator Partner status

OpenMarket Joins Mobile Ecosystem Forum (MEF)

PRESS RELEASE: OpenMarket, a leader in enterprise mobile engagement announced it has joined the Mobile Ecosystem Forum (MEF), a global trade body that acts as an impartial and authoritative champion for addressing issues affecting the mobile ecosystem. In addition, the company has joined MEF’s Mobile Messaging Programme as founding members. Continue reading OpenMarket Joins Mobile Ecosystem Forum (MEF)

Teleopti publishes ebook to educate contact centre leaders and IT directors on the benefits of cloud-based workforce management in the contact centre

PRESS RELEASE: Teleopti announced the relaunch of the company’s ebook. Entitled “What’s keeping you from workforce management in the Cloud?” the easy-to-read document is designed to educate time-pressed contact centre leaders and IT directors on the benefits of cloud-based WFM. Despite research indicating that “WFM Cloud is one of the top-ranking investment priorities for contact centres”[i], the reality suggests that uptake of the technology is slow. Continue reading Teleopti publishes ebook to educate contact centre leaders and IT directors on the benefits of cloud-based workforce management in the contact centre