TeleWare achieves world-first real-time call routing, recording and analysing through Microsoft Azure

Communications technology business TeleWare has announced that, at midday on the 13th September, it was able to route, record and analyse a call in real-time through Microsoft’s Azure cloud computing platform in a fully encrypted, compliant environment. Microsoft has confirmed this is a world first. Continue reading TeleWare achieves world-first real-time call routing, recording and analysing through Microsoft Azure

Pindrop Partners with Genesys to End Phone Fraud

Pindrop, the pioneer in call centre fraud prevention and authentication, announced a reseller agreement with Genesys. As part of the agreement, Genesys global sales teams are able to offer Pindrop’s Fraud Detection System with the Genesys Customer Experience Platform to prevent fraudulent phone calls in to contact centres while also preventing potential financial loss and agent productivity. Continue reading Pindrop Partners with Genesys to End Phone Fraud

Brady Deploys Pan-European Sesui Virtual Contact Centre to Provide Centrally Managed Technical Support at Local Level

Sesui, the cloud-based telephony and contact centre innovator, is providing Brady, an international manufacturer of identification and safety solutions, with a virtual contact centre. Underpinned by the Sesui i-Platform, the virtual contact centre has established a unified Technical Service Team that manages all Brady’s inbound and outbound technical support calls across 23 European countries. Continue reading Brady Deploys Pan-European Sesui Virtual Contact Centre to Provide Centrally Managed Technical Support at Local Level

The Caravan Club Turns to Sentiment to Power Social Customer Service Solution

PRESS RELEASE: Sentiment announced that The Caravan Club, the UK’s leading club for caravan, motorhome and trailer tent owners, will deploy Sentiment’s intuitive social customer care platform to deliver effective, personalised social engagement and meet growing member demands for a seamless, omni-channel experience. Continue reading The Caravan Club Turns to Sentiment to Power Social Customer Service Solution

NewVoiceMedia wins 2016 CUSTOMER Contact Center Technology Award

NewVoiceMedia that TMC, a global, integrated media company, has named ContactWorld a 2016 Contact Center Technology Award winner, presented by CUSTOMER magazine. ContactWorld, a multi-tenant intelligent communications platform, enables companies to have more successful conversations with their customers. The technology integrates seamlessly with Salesforce and taps into the data rich information companies need. Continue reading NewVoiceMedia wins 2016 CUSTOMER Contact Center Technology Award

Fine balance needed between software robots and humans, says eg solutions

PRESS RELEASE: Many organisations with large numbers of customer or subscriber interactions use software robots to filter through data and manage transactions. However, the scale and complexity of some of these interactions mean that they cannot expect to discharge all their responsibilities this way and in reality a fine balance is required between software filters and human processes. This is according to eg solutions, pioneers in back office workforce optimisation software. Continue reading Fine balance needed between software robots and humans, says eg solutions

Clarabridge Study Reveals which Top UK Retailers are Most Talked About

Clarabridge conducted a study in collaboration with European eCommerce magazine Internet Retailing examining the state of customer sentiment towards InternetRetailing UK Top500 retailers in the month of June. For this study, Clarabridge and Internet Retailing evaluated public customer feedback for the 23 Elite and Leading UK Top500 retailers using Clarabridge’s Brand Sentiment Tracker. Continue reading Clarabridge Study Reveals which Top UK Retailers are Most Talked About