Pega Launches Industry’s First End-To-End Automation Platform To Intelligently Optimise How Work Gets Done With Robotic Automation, BPM, and CRM

Pegasystems announced Pega® Robotic Automation is now fully unified and available within the Pega® 7 Platform for Case and Business Process Management (BPM) and its portfolio of Customer Relationship Management (CRM) applications. For the first time, organisations can intelligently optimise how work gets done – by both humans and robots – across the enterprise from a central end-to-end platform. Continue reading Pega Launches Industry’s First End-To-End Automation Platform To Intelligently Optimise How Work Gets Done With Robotic Automation, BPM, and CRM

Back to School – prepare now to nurture tomorrow’s budding customer service professionals

BLOG: September has that “back to school” feeling and Ben Willmott of Teleopti recommends three simple workforce management strategies to attract the brightest young talent and keep ahead of the competition.. According to current estimates more than 1.1 million[i] people are employed in UK contact centres and a substantial number are from the younger generation. In just five years’ time, today’s youth will form 50% of the global workforce. Continue reading Back to School – prepare now to nurture tomorrow’s budding customer service professionals

Unify Accelerates Communications and Collaboration for Midsize Companies with OpenScape Enterprise Express v9

PRESS RELEASE: Unify, the Atos brand for communications software and services, announced OpenScape Enterprise Express v9 for midsize companies looking for the productivity and competitive edge of a large enterprise solution at the cost and ease of integration that is right for their business. OpenScape Enterprise Express v9 delivers an all-in-one solution for connecting, communicating and collaborating with simplified installation, advances that reduce communications costs by 50% and innovative application packaging for increased productivity. Continue reading Unify Accelerates Communications and Collaboration for Midsize Companies with OpenScape Enterprise Express v9

Enghouse Interactive Debuts New Attendant Console for Microsoft Skype for Business Cloud PBX

Enghouse Interactive unveiled a new Attendant Console for Microsoft Skype for Business, a new professional attendant and operator console solution native to Skype for Business Cloud PBX and accessible directly from Microsoft Office 365. Absent any need for on-premise equipment, the highly interactive and graphical interface brings a gamification approach to increasing attendant and operator productivity. Continue reading Enghouse Interactive Debuts New Attendant Console for Microsoft Skype for Business Cloud PBX

SJS Solutions’ Visual Contact Center Solution Now Available with ShoreTel Connect Contact Center

PRESS RELEASE: SJS Solutions have successfully developed, tested and deployed their visual communications solution Optymyse on the ShoreTel Connect™ solution. Optymyse is an ‘information hub’ that connects every critical piece of information about a call or contact center to everyone, on any device. Operating within the ShoreTel TechConnect™ program, SJS worked closely with the ShoreTel team to ensure their contact center offering gives customers the tools needed to run a successful and efficient contact center. Continue reading SJS Solutions’ Visual Contact Center Solution Now Available with ShoreTel Connect Contact Center

Crate And Barrel Advances Mobile Customer Experience, Launches Moxie Concierge To Improve Customer Engagement And Acquisition

Moxie Software announced that leading home furnishings destination, Crate and Barrel, has deployed the Moxie Concierge SaaS solution to improve customer experience, engagement and acquisition for mobile, tablet and desktop shoppers. Continue reading Crate And Barrel Advances Mobile Customer Experience, Launches Moxie Concierge To Improve Customer Engagement And Acquisition

National Express Drives Customer Satisfaction with Qlik

PRESS RELEASE: Qlik® announced National Express is using its visual analytics platform for its third-party operators to gain further and more detailed insight into operations across the company’s network. With the ability to analyze data across all aspects of the operation, all companies affiliated with National Express can see if any improvements can be made to the service that they provide, ensuring customer satisfaction. Continue reading National Express Drives Customer Satisfaction with Qlik