Toshiba Upgrades UCedge for the Contact Center

PRESS RELEASE: Toshiba America Information Systems, Inc., Telecommunication Systems Division announced a powerful new update to its UCedge® client software that runs on Android™ and iOS® smartphones and tablets and Windows® and Mac® OS X® computers. UCedge 2.5 adds new capabilities for the contact center environment, including the option for agents and supervisors to log into the contact center and manage customer calls using mobile devices. Continue reading Toshiba Upgrades UCedge for the Contact Center

Eckoh has entered into an updated three-year US distributor agreement with West Corporation

Over the first two years of the partnership, commencement of which was announced on 1 July 2014, West and Eckoh have successfully built a significant sales pipeline for Eckoh’s secure payments solution targeted for US Fortune 500 organisations. Continue reading Eckoh has entered into an updated three-year US distributor agreement with West Corporation

Mattersight Issued New Patent for Personality-Based Call Routing

PRESS RELEASE: Pairing customers with the right call center agents has been a centerpiece feature of Mattersight Corporation’s solution suite for years. A recently-issued patent further refines that pairing process, and affirms the behavioral analytics SaaS pioneer’s position as a leader and innovator in designing technologies that drive improved customer experiences and business outcomes. Continue reading Mattersight Issued New Patent for Personality-Based Call Routing

Tech Mahindra to modernize the US State of Nevada’s Department of Motor Vehicles

PRESS RELEASE: Tech Mahindra announced that it has been selected by Department of Motor Vehicles (DMV) of the State of Nevada to be the prime systems integrator for the System Modernization or “SysMod” project – a transformational initiative to modernize the DMV operations. Continue reading Tech Mahindra to modernize the US State of Nevada’s Department of Motor Vehicles

Xchanging Signs Contract With Marketform To Provide Back-Office Claims Service

PRESS RELEASE: Xchanging, a CSC Company announced a major multi-product contract to provide back-office claims adjusting and administration services to Lloyd’s managing agent, Marketform. This is the first contract Xchanging has completed since it was acquired in early May by CSC. Continue reading Xchanging Signs Contract With Marketform To Provide Back-Office Claims Service

Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands

PRESS RELEASE: Alorica has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated an aggregate of approximately $2.3 billion in revenue. Going to market under the Alorica brand, the new Alorica will be staffed by 52,000 industry experts in North America (including 6,000 Work-at-Home employees) and more than 38,000 across the globe, with 26,300 based in the Philippines and 11,800 in Latin America. Continue reading Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands