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

Creative Virtual Introduces V-Person Live Chat™ for a Fully Integrated Customer Support Experience

PRESS RELEASE: Creative Virtual has announced the official launch of V-Person Live Chat. This newest addition to Creative Virtual’s suite of Smart Help solutions empowers organisations to deliver a fully integrated customer support experience by combining self-service virtual agents and human-assisted live chat. Continue reading Creative Virtual Introduces V-Person Live Chat™ for a Fully Integrated Customer Support Experience

WPS Selects NICE Workforce Optimization Solution to Enhance Business Processes and Performance

PRESS RELEASE: NICE announced that WPS Health Solutions has adopted NICE’s Workforce Optimization (WFO) solution to support its high-performing organization. NICE WFO is being used to boost business processes across the organization and drive superior employee performance, helping WPS improve quality, productivity, and efficiency. Continue reading WPS Selects NICE Workforce Optimization Solution to Enhance Business Processes and Performance

AlmavivA Brazil Implements Avaya Contact Center Solutions

PRESS RELEASE: Avaya announced that AlmavivA Brazil, an Italian information and communication technologies (ICT) provider, has implemented Avaya Contact Center Solutions to modernize its customer service operations. The project, implemented by the Betta Group, helps AlmavivA Brazil optimize response times for customers as well as costs for the company with the flexibility needed for a rapidly growing company. Continue reading AlmavivA Brazil Implements Avaya Contact Center Solutions

8×8 Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide for Fifth Consecutive Year

8×8 announced that the company has been recognized by Gartner as a Leader in the August 23, 2016 “Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide”1 for the fifth consecutive year. This is validation for 8×8’s momentum in the mid-market and enterprise segment; the reach of its global network, delivery and deployment capabilities; and the high quality, reliability and security of its global cloud communications solutions. Continue reading 8×8 Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide for Fifth Consecutive Year