EE launches new strategy to onshore 100% of service calls and expand 4G coverage to 95% of UK

PRESS RELEASE: EE, the UK’s biggest mobile operator and part of the BT Group, has announced a major boost to customer service with the on-shoring of 600 customer service roles, meaning all EE customer calls are answered here in the UK and Ireland by the end of the year. Continue reading EE launches new strategy to onshore 100% of service calls and expand 4G coverage to 95% of UK

Ultracomms partners with CallMiner to add market-leading interaction analytics solutions to its PCI certified cloud platform

PRESS RELEASE: Ultracomms and CallMiner announced a new partnership to provide contact centres across the UK with advanced cloud-based Interaction Analytics solutions. Under the partnership, Ultracomms customers will now have access to a uniquely powerful integrated cloud contact centre solution that simultaneously enhances compliance and supports agent productivity and performance improvements. Continue reading Ultracomms partners with CallMiner to add market-leading interaction analytics solutions to its PCI certified cloud platform

C3 upgrades Contact platform to help call centre clients improve customer service

PRESS RELEASE: Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options. The latest roll-out from the Cambridge-based company includes detailed metrics to ensure greater visibility of Interactive Voice Response (IVR) queuing and offers managers a better overview of customer queueing experiences. Continue reading C3 upgrades Contact platform to help call centre clients improve customer service

Pinnaca and FaceMe Form Strategic Video Conferencing Partnership

PRESS RELEASE: Pinnaca announced it has formed a strategic partnership with FaceMe, a customer experience platform for video and collaboration. The new partnership enhances Pinnaca’s video portfolio for the company’s global clients. Pinnaca will supply and support the FaceMe platform globally. Continue reading Pinnaca and FaceMe Form Strategic Video Conferencing Partnership

Nina Virtual Assistant from Nuance Brings Human Touch to Swedbank Customer Service

PRESS RELEASE: Nuance announced that Swedbank Group, the leading financial institution in Sweden, Estonia, Latvia and Lithuania, is using Nuance Nina, an intelligent virtual assistant that delivers a human-like, conversational customer service experience to enable self-service capabilities and quick and easy access to information for Swedbank customers and service agents alike. With the intelligent conversational system on the Swedbank Web site, banking customers can simply type their questions to the Swedbank virtual assistant in order to find answers to their questions and identify the financial services that are best suited for their needs. Continue reading Nina Virtual Assistant from Nuance Brings Human Touch to Swedbank Customer Service

Aspect Software enhances customer service for Working Links with Aspect Zipwire

PRESS RELEASE: Aspect Software has installed its cloud-based customer contact solution Aspect Zipwire for Working Links, in a project that is driving better customer interactions through integrated omni-channel communications to support the company’s goal of tackling social exclusion head-on. Continue reading Aspect Software enhances customer service for Working Links with Aspect Zipwire