Oracle Launches Latest Oracle Field Service Cloud Offering to Power a Completely Connected Customer Service Experience

Oracle announced a comprehensive new release of Oracle Field Service Cloud, formerly known as TOA Technologies. The latest release, which is part of Oracle’s end-to-end cloud customer service offering, delivers extensive new field service enhancements focused on mobility, ease of use, and connecting contact center agents delivering service via the phone, email, and chat to field technicians providing in person support. Continue reading Oracle Launches Latest Oracle Field Service Cloud Offering to Power a Completely Connected Customer Service Experience

UK comes top of European customer satisfaction rankings

PRESS RELEASE: The UK has the highest customer satisfaction rates in Europe, according to a report released today by the Institute of Customer Service. The Institute’s European Customer Satisfaction Index (EUCSI) scores the UK an overall customer satisfaction rating of 76.1 – this is 3 points higher than its closest rival, Germany (73.1). Continue reading UK comes top of European customer satisfaction rankings

New Silicon Valley Innovation Center Helps Companies Reimagine Customer Experience Beyond Just Customer Engagement

PRESS RELEASE: Genpact, a global leader in digitally-powered business process management and services announced its expansion in Silicon Valley with an extensive innovation center that is the first of its kind to drive digital transformation across the entire customer experience journey. Continue reading New Silicon Valley Innovation Center Helps Companies Reimagine Customer Experience Beyond Just Customer Engagement

Thames Water selects Eckoh to fulfil secure payments contract

Eckoh announced that it has been awarded a contract to provide a range of hosted secure payment services to Thames Water. Globally, Eckoh secure payment services now handle more than $1bn in secure payments annually. The win consolidates Eckoh’s position as the leading provider of payment service to the water and waste water industry in the UK, serving 65% of the market. Continue reading Thames Water selects Eckoh to fulfil secure payments contract

Solar partners with TalkTalk Business to gain access to UK’s largest all-IP network

PRESS RELEASE: Leading business communications reseller Solar Communications announces a new partnership with TalkTalk Business to expand the Solar SIP, Ethernet Fibre and DSL offering. The agreement gives all Solar customers access to TalkTalk Business’s next-generation network, the UK’s largest and most connected all-IP network in the UK. Continue reading Solar partners with TalkTalk Business to gain access to UK’s largest all-IP network

CTD Partners with TelStrat to Offer Engage WFO™ Call Recording and Workforce Optimization as Cloud Services for Contact Centers and Compliance Recording

PRESS RELEASE: Computer Technology Distributing (CTD) and TelStrat International, Ltd. announced that they are partnering to provide complete solutions for call recording and workforce optimization as cloud services for compliance recording and customer service contact centers. Engage WFO is a complete software solution for customer call recording and workforce optimization in contact centers of every size. Continue reading CTD Partners with TelStrat to Offer Engage WFO™ Call Recording and Workforce Optimization as Cloud Services for Contact Centers and Compliance Recording

Directly Integrates with Oracle Service Cloud to Help Companies Build On-Demand Customer Service Networks

PRESS RELEASE: Directly, a Gold level member of Oracle PartnerNetwork (OPN), unveiled at the Modern Service Experience conference an integration that lets Oracle Service Cloud users build their own on-demand customer service networks to scale support and improve customer experiences. Continue reading Directly Integrates with Oracle Service Cloud to Help Companies Build On-Demand Customer Service Networks

transcosmos Acquires Merlin to accelerate European and US BPO/Call Center Business

PRESS RELEASE: transcosmos and Merlin Information Systems Group Limited, a British BPO company, have agreed for transcosmos to increase its investment and acquire 85% of the companies stock. Merlin will become a subsidiary of transcosmos and change the company name to transcosmos Information Systems Limited. Continue reading transcosmos Acquires Merlin to accelerate European and US BPO/Call Center Business