Semafone Chooses Boston for New North American Headquarters to Support Continued Global Expansion

PRESS RELEASE: UK technology company Semafone® announced its continued expansion into North America with the opening of a new regional headquarters in Boston. Located in Boston’s downtown business district, the new office will be the center of operations for Semafone’s North American sales efforts. Continue reading Semafone Chooses Boston for New North American Headquarters to Support Continued Global Expansion

AudioCodes Virtualized Session Border Controller Selected by Interactive Intelligence for its Communications as a Service (CaaS) Solution

PRESS RELEASE: AudioCodes announced that the Mediant Session Border Controller Virtual Edition (SBC VE) has been selected by Interactive Intelligence for deployment with its communications as a service (CaaS) cloud solution. Continue reading AudioCodes Virtualized Session Border Controller Selected by Interactive Intelligence for its Communications as a Service (CaaS) Solution

TCN Launches “VocalRx,” an Automated Patient Engagement Platform to Enhance Revenue Cycle Efficiency for Healthcare Providers

PRESS RELEASE: TCN announced the launch of “VocalRx,” a cloud-based automated patient engagement platform that offers a suite of contact center tools to save time and improve revenue cycle efficiency for healthcare providers. Built on TCN’s flagship contact center technology, Platform 3.0, VocalRx provides healthcare practitioners and hospital collectors with various automated notification tools to communicate with their patients efficiently and cost-effectively while increasing revenue. Continue reading TCN Launches “VocalRx,” an Automated Patient Engagement Platform to Enhance Revenue Cycle Efficiency for Healthcare Providers

Enacomm Unveils Fraud Control Module for Customer Call Centers to Keep Fraudsters in Check

PRESS RELEASE: Banks and credit unions now have a reliable defense against fraudsters targeting their call center systems, thanks to the ViA® Fraud Control Module announced by Enacomm today. Enacomm is a leading provider of intelligent customer interactions solutions and security technology for financial institutions and credit card companies. Continue reading Enacomm Unveils Fraud Control Module for Customer Call Centers to Keep Fraudsters in Check

Parker Software: Why choosing chatbots is wrong

BLOG: Did you know that the world’s first chatbot was developed in the mid-1960s? The program, named ELIZA, was developed by Joseph Weizenbaum and operated by parsing user responses to scripts in order to impersonate a human – most notably a psychotherapist. Since then, ELIZA has retired from the world of psychology and has begun a different career path — customer service. Howard Williams, marketing director of digital engagement expert Parker Software, assesses the career prospects of chatbots. Continue reading Parker Software: Why choosing chatbots is wrong

Finance and utilities rated top sectors for customer service

PRESS RELEASE: Finance and utilities have been rated the best sectors for customer services, according to consumer research from cloud based contact centre solution provider Magnetic North. The findings reveal that the highly regulated sectors come out top in delivering more positive experiences, despite regularly coming under criticism. Continue reading Finance and utilities rated top sectors for customer service

Email beats web and social media for insurance customer service, new Eptica research finds

PRESS RELEASE: Insurers can answer under half (45%) of routine questions asked online, severely impacting the digital customer experience they deliver. However, 80% provide accurate responses to questions sent via email, according to new Eptica research. While email led the way, insurers are struggling to cope with the volume of questions received on social media – while 100% were on Twitter, only half responded successfully to a tweeted query. Continue reading Email beats web and social media for insurance customer service, new Eptica research finds

Aegis Clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year Award for the Second Consecutive Year

PRESS RELEASE: Aegis Limited, a global Outsourcing and Technology Services Company was recently awarded the Malaysia BPO Service Provider of the Year award for the second consecutive year. The award was presented to Aegis at the 2016 Frost & Sullivan Malaysia Excellence Awards banquet, held at Grand Hyatt Kuala Lumpur on April 14. Continue reading Aegis Clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year Award for the Second Consecutive Year