storm® Powers Up Customer Engagement for Electricity North West

PRESS RELEASE: Electricity North West has gone live with an automated Cloud Contact Centre service through the award-winning storm® LOSS™ solution. Electricity North West owns, operates and maintains the North West’s electricity distribution network, connecting 2.4 million properties and more than 5 million people to the National Grid. The storm solution overlays Electricity North West’s existing contact centre deployment and scales on-demand to handle the huge volumes of concurrent interactions which can occur during service disruptions. Continue reading storm® Powers Up Customer Engagement for Electricity North West

IP Australia Simplifies Trade Marks Processes Online With Nina, Nuance’s Intelligent Virtual Assistant

PRESS RELEASE: Nuance announced that IP Australia has deployed Nuance’s Nina virtual assistant technology on their website to assist customers in the registration of trade marks. IP Australia aims to simplify interactions and improve customer service through the adoption of Nuance’s virtual assistant technology powered by artificial intelligence (AI), with the initial results showing 80% of customer inquiries resolved by the virtual assistant. Continue reading IP Australia Simplifies Trade Marks Processes Online With Nina, Nuance’s Intelligent Virtual Assistant

Michael Johnson Performance Chooses Mitel Cloud to Keep Communications and Collaboration on Track

Mitel® announced Michael Johnson Performance (MJP), the elite athletic training organization created by track and field legend Michael Johnson, has deployed a Mitel cloud solution to power communications and collaboration across the organization and enhance athlete training. Continue reading Michael Johnson Performance Chooses Mitel Cloud to Keep Communications and Collaboration on Track

Avaya Appoints Ioan MacRae as Midmarket Director for Avaya International

PRESS RELEASE: Avaya has announced the appointment of Ioan MacRae as Midmarket Director for Avaya International, focusing on Europe and the Africa, Middle East and Asia (AMEA) region. This role will see MacRae streamline Avaya’s midmarket strategy across these key regions. Continue reading Avaya Appoints Ioan MacRae as Midmarket Director for Avaya International

DDC Outsourcing Solutions appoint new Client Relationship Director

PRESS RELEASE: DDC Outsourcing Solutions, specialists in a range of BPO and KPO services has announced the appointment of Ray Cooper as Client Relationship Director. Ray has a wealth of experience within Client Relationship Management and has held senior positions within the EDM Group, Iron Mountain and Elision. Continue reading DDC Outsourcing Solutions appoint new Client Relationship Director

CCA Research Reveals Integration Concerns Holding Back Digital Transformation

PRESS RELEASE: A lack of co-ordination across departments, low availability of resources and concerns over technology integration are frustrating organisations in their attempts to digitally transform their customer contact experience, according to the latest research from CCA Global, in association with KCOM. Continue reading CCA Research Reveals Integration Concerns Holding Back Digital Transformation