EE completes 100% onshoring of customer service for pay monthly customers

PRESS RELEASE: EE, the UK’s biggest mobile operator and part of BT Group, has completed the first stage of its pledge to onshore 100% of customer service calls, with all EE pay monthly customer calls now answered in the UK and Ireland. As part of EE’s drive to become number one for customer service, it has already created 500 jobs in the UK this year, and is creating a further 550 customer service roles before the end of 2016. Continue reading EE completes 100% onshoring of customer service for pay monthly customers

Nuance to Acquire TouchCommerce, Accelerate Growth of Enterprise Business

PRESS RELEASE: Nuance Communications announced that it has signed a definitive agreement to acquire TouchCommerce, a technology partner and leader in digital customer service and engagement solutions. Used by leading enterprises, TouchCommerce’s customer engagement cloud platform increases eCommerce sales and improves the customer service experience. The addition of TouchCommerce will help accelerate Nuance’s Enterprise business and expand its customer care solutions with a range of new digital engagement offerings, including live chat, customer analytics and personalization solutions. Continue reading Nuance to Acquire TouchCommerce, Accelerate Growth of Enterprise Business

eg drives work planning for HR departments with new generation forecasting software

PRESS RELEASE: eg solutions, has launched a new forecasting and capacity planning software module for its eg operational intelligence® software suite, ideally suited to the needs of HR departments. The eg forecasting™ module, together with its integrated capacity planning capability, provides a step change in operational forecasting for the back office. Continue reading eg drives work planning for HR departments with new generation forecasting software

Arkadin Launches Unified Communications Portfolio for an All-in-One Cloud Solution With Advanced Telephony

PRESS RELEASE: Arkadin, an NTT Communications company announced the introduction of Arkadin® Total Connect, a Microsoft Skype for Business hosted service. Integrated into Arkadin ‘as a Service,’ Arkadin Total Connect provides a fully integrated UC ecosystem with voice-enabled Office 365, audio/web/video conferencing and contact centre. Continue reading Arkadin Launches Unified Communications Portfolio for an All-in-One Cloud Solution With Advanced Telephony

inContact Customer Interaction Cloud to Support Rapid Customer Service Growth of Global Sales and Marketing Services Company

PRESS RELEASE: inContact announced a leading sales and marketing services company is implementing inContact’s cloud contact center software as the cornerstone of its expanding customer service operations. The rapidly growing company is unable to accommodate their increasing customer service needs with the existing, overextended legacy system. Their enterprise has quickly grown to more than 250 agents with continuing expansion planned in the near future. Continue reading inContact Customer Interaction Cloud to Support Rapid Customer Service Growth of Global Sales and Marketing Services Company

Higher Education Institution Implements Five9 Contact Center Software To Help Increase Student Enrollment

PRESS RELEASE: Five9 announced that a large nonprofit higher education institution, with over 50,000 alumni, has selected the Five9 Virtual Contact Center (VCC). Students and potential students who call into the contact center are paired with a student advisor who maintains a relationship throughout their time at the institution. This customer represents over $530,000 in annual recurring revenue to Five9. Continue reading Higher Education Institution Implements Five9 Contact Center Software To Help Increase Student Enrollment

Genesys Announces Investment from Hellman & Friedman at $3.8 Billion Valuation

PRESS RELEASE: Genesys announced that affiliates of Hellman & Friedman LLC, a leading private equity investment firm, will make an approximately $900 million investment to acquire a substantial equity stake in the company from existing equity holders. This investment represents an enterprise value of approximately $3.8 billion, positioning Genesys as one of the most valuable private software companies in the world. Continue reading Genesys Announces Investment from Hellman & Friedman at $3.8 Billion Valuation

Brick Wall Index highlights those companies most difficult to connect with

PRESS RELEASE: The companies that consumers find most difficult to get through to have been identified by new research commissioned by Eckoh. Eckoh’s Brick Wall Index is based on independent analysis from PleasePress1.com, the leading call centre analysts. Eckoh’s index identifies which call centre menus create the highest levels of frustration, based on tens of thousands of visits to independently compiled maps of call centre menus hosted on the pleasepress1.com site. Continue reading Brick Wall Index highlights those companies most difficult to connect with

9 steps to help organisations transition from multichannel to omnichannel

PRESS RELEASE: Consultants at customer contact technology specialist Sabio have highlighted 9 steps that organisations should follow in order to successfully transition from multichannel to omnichannel. Focusing on the need to provide customers with a more joined-up experience, Sabio suggests that it’s critical that contact centres don’t cede control of the customer journey to other parts of the business. Continue reading 9 steps to help organisations transition from multichannel to omnichannel