Ford Teams Up with Astute Solutions to Deliver Superior Customer Experience in Europe

PRESS RELEASE: Astute Solutions announced their selection by Ford to implement Astute Knowledge across 21 European countries, supporting 18 different languages. Included in the solution are Astute’s artificial narrow intelligence (ANI) and patented natural language processing capabilities. Continue reading Ford Teams Up with Astute Solutions to Deliver Superior Customer Experience in Europe

NewVoiceMedia Doubles Down on Quality and Reach for Contact Centers with Voxbone

In early 2016, NewVoiceMedia made a splash in the contact center space when it announced $30 million in funding for its cloud solution. A few short months later it revealed that it had increased its customer base by 50 percent and international business by 140 percent in FY’2016. In this time of rapid growth for the company, NewVoiceMedia has chosen to leverage Voxbone’s direct inward-dialing (DID) numbers to extend the reach of its cloud contact center platform to a global scale. Continue reading NewVoiceMedia Doubles Down on Quality and Reach for Contact Centers with Voxbone

Content Guru & Teleopti to Optimise Customer Engagement through Exciting New Partnership

PRESS RELEASE: Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class workforce management and Cloud Contact Centre capabilities. With the global customer experience market set to become worth £10.77billion by 2020(1), the move marks a critical juncture in the evolution of the contact centre into the customer engagement hub – and the incorporation of crucial internal management features as a part of the mix. Continue reading Content Guru & Teleopti to Optimise Customer Engagement through Exciting New Partnership

Aspect Software recognised by Frost & Sullivan as the Workforce Optimisation Industry 2016 Global Company of the Year

PRESS RELEASE: Aspect Software announced that it has been awarded the 2016 Global Company of the Year Award in the Workforce Optimisation Industry by Frost & Sullivan. The Frost & Sullivan Global Company of the Year Award requires a company to demonstrate excellence in growth, innovation, and leadership. Continue reading Aspect Software recognised by Frost & Sullivan as the Workforce Optimisation Industry 2016 Global Company of the Year

Pindrop Expands Management Team by Appointing Clarissa Cerda as General Counsel and Jacki Hertenstein as VP of People

Pindrop, the pioneer in voice-fraud prevention and authentication, announced the appointments of Clarissa Cerda as General Counsel and Jacki Hertenstein as Vice President of People. Both executives bring significant leadership experience at high growth companies, including legal strategy and employee engagement, as well as navigating the regulatory and talent acquisition challenges associated with moving into new markets. Continue reading Pindrop Expands Management Team by Appointing Clarissa Cerda as General Counsel and Jacki Hertenstein as VP of People

KKR to Acquire Calabrio, a Global Leader in Customer Engagement and Analytics Software

PRESS RELEASE: Calabrio, a leading provider of customer engagement and analytics software, and KKR, a leading global investment firm, announced today that they have entered into a definitive purchase agreement whereby KKR will acquire Calabrio. Financial terms of the transaction were not disclosed. Continue reading KKR to Acquire Calabrio, a Global Leader in Customer Engagement and Analytics Software

A quarter of consumers prefer to communicate about debts through digital channels

PRESS RELEASE: 1 in 4 people want businesses to contact them via digital channels in order to settle their debts, according to research by Echo Managed Services, signalling a shift in how consumers communicate with organisations. When asked which type of communication would most likely lead to payment of a debt, 1 in 4 of the 1,500 consumers questioned said digital means, such as SMS or email, particularly when these are linked to an online payment portal. Continue reading A quarter of consumers prefer to communicate about debts through digital channels

Hat Trick of Awards for Webhelp SA in 2016 CCMG Awards

Webhelp has secured a hat trick of titles in this year’s Contact Centre Management Group awards. Webhelp colleagues Katja Alves, Zahir Harris and Shu-aib Samsodien were chosen as the top operators in their fields this year and took home the titles, Best Contact Centre Operations Manager, Best Contact Centre Support Professional, Workforce Planning and Best Contact Centre Sales Professional respectively. Continue reading Hat Trick of Awards for Webhelp SA in 2016 CCMG Awards