NewVoiceMedia Launches Industry-leading Global Call Routing Architecture to Optimise Contact Centre Management and Customer Experience

NewVoiceMedia announced a new, industry-leading global call routing architecture that will dramatically raise the bar on call quality for organisations running contact centres in multiple geographies. This platform enhancement will optimise contact centre management and operations, while ensuring the highest quality customer experience across the world. Continue reading NewVoiceMedia Launches Industry-leading Global Call Routing Architecture to Optimise Contact Centre Management and Customer Experience

VimpelCom and Cisco Jasper Introduce Smart Connectivity for Business Customers

PRESS RELEASE: Cisco and VimpelCom Group, a leading global provider of telecommunications and digital services headquartered in Amsterdam and serving over 200 million customers, announced that VimpelCom has selected Cisco Jasper to be the Smart Connectivity management platform across its network operator properties globally. The partnership is aimed at enhancing commercial opportunities internationally for the business-to-business segment. Continue reading VimpelCom and Cisco Jasper Introduce Smart Connectivity for Business Customers

Intelecom Selects GENBAND’s WebRTC Gateway Solution to Integrate CRM Software and Voice Environments

PRESS RELEASE: GENBAND™ announced that Intelecom is leveraging GENBAND’s WebRTC Gateway (formerly SPiDR) to enhance its flagship “Contact Centre” solution with real-time communications. The new capabilities allow agents to interact with customers in context, helping to streamline service delivery. Continue reading Intelecom Selects GENBAND’s WebRTC Gateway Solution to Integrate CRM Software and Voice Environments

Elitetele.com provide cloud-based unified communications for Aldermore Bank

PRESS RELEASE: Aldermore bank have become one of Europe’s leading alternative banks and technology has played a crucial role in the businesses growth and success. Elite have been working with Aldermore bank for over 5 years and we were recently featured in the European Business Review magazine which celebrated Aldermore’s customer centric technology strategy. Continue reading Elitetele.com provide cloud-based unified communications for Aldermore Bank

Elitetele.com to expand its sales and marketing team with £1 million investment

PRESS RELEASE: Elitetele.com’s sales and marketing team have had another hugely successful year, achieving significant organic growth with new business sales up 30% year on year. We want to be the leading provider of IT and unified communications’ solutions, and we know our people are key to achieving this. Continue reading Elitetele.com to expand its sales and marketing team with £1 million investment

Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

PRESS RELEASE: Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change. According to industry sources, call centre outsourcing is hitting record levels in Europe, with more contracts than ever before, and by some counts volumes are ahead of those in the US as a whole. Continue reading Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres

Inspired Outsourcing creates 80 new jobs in the North East

(L) Head of operations, Kevin Hutchinson with director, Paul Crampsey (R) at Inspired headquarters in Newcastle.
(L) Head of operations, Kevin Hutchinson with director, Paul Crampsey (R) at Inspired headquarters in Newcastle.

PRESS RELEASE: Growing call centre Inspired Outsourcing is recruiting for 80 positions after securing a new contract with a leading energy supplier. The Newcastle-based outsourcing centre agreed expansion plans with its existing client, Scottish Power, earlier this month and is looking to hire new sales advisors and a team manager, as well as recruiting for a number of quality support roles. Continue reading Inspired Outsourcing creates 80 new jobs in the North East

Firstsource Solutions wins gold at the UK Customer Experience Awards

PRESS RELEASE: Firstsource Solutions has won gold in the Technology and Telecoms category for its work with NOW TV at this year’s UK Customer Experience Awards. Firstsource also came in second place in the Engaging Customers Online category for its work with giffgaff, the mobile telephone network. Continue reading Firstsource Solutions wins gold at the UK Customer Experience Awards