Magnetic North rebrands as West

Leading provider of cloud-based contact centre solutions, Magnetic North announces that it will be rebranded under the “West” name. Magnetic North was acquired in November 2015 by West Corporation, a global provider of communication and network infrastructure solutions. The rebranding reflects West’s extended product offering to the UK market and enhanced global position in leading the industry transition to cloud-based contact centres. Continue reading Magnetic North rebrands as West

Maintel’s integration of Azzurri takes shape

PRESS RELEASE: Maintel announces an important update to the integration of Azzurri Communications following the acquisition in May this year. As of today, the business will trade under the single brand of “Maintel” and will begin to operate as a single integrated business across all functions of sales, operations and finance. Also from today, Maintel will introduce an updated web presence, with all customers accessing a single Maintel customer portal. Continue reading Maintel’s integration of Azzurri takes shape

Plantronics Partners With RingCentral to Deliver a Superior Communications Experience to Businesses

PRESS RELEASE: Plantronics announced a partnership with RingCentral, a leading provider of enterprise cloud communications and collaboration solutions. Designed to improve worker flexibility and productivity, this partnership provides integrated solutions that simplify business communications, powered by software, while ensuring superior call quality. Continue reading Plantronics Partners With RingCentral to Deliver a Superior Communications Experience to Businesses

Lost Calls No More: Cyara Delivers Unique Call Recording and Analysis Technology

PRESS RELEASE: Reliable service call recording is no longer a matter of chance. Cyara now offers an alternative. With Cyara’s new Agent Call Recording product, businesses can now test for the existence and quality of a call’s recording in their database and are thereby able to more tightly manage the quality of customer service and adhere to cross-industry compliance standards. Continue reading Lost Calls No More: Cyara Delivers Unique Call Recording and Analysis Technology

Jabra Announces Quarterly Cashbacks Promotion

Leading audio device manufacturer Jabra has re-launched its popular cashbacks promotion for Q4. The offers provide existing and new customers with easy ways of saving money on selected professional audio device solutions. The promotion, available now and valid until 31st December 2016, provides customers with a cost-effective way to claim back a proportion of the cost on selected Jabra headsets and speakerphones. Continue reading Jabra Announces Quarterly Cashbacks Promotion

Aspect Software named a leader in Contact Centre Interaction Management for Large Contact Centres by independent research Firm

PRESS RELEASE: Aspect Software announced that Aspect® Unified IP®, the company’s comprehensive, software-based, contact centre platform has been named a leader in The Forrester Wave™: Contact Centre Interaction Management (CCIM) for Large Contact Centres, Q3 2016 report. Forrester selected the eight most significant providers of large contact centre interaction management solutions for evaluation. Continue reading Aspect Software named a leader in Contact Centre Interaction Management for Large Contact Centres by independent research Firm

Fiserv transforms customer service with eGain® Knowledge™

PRESS RELEASE: eGain announced that Fiserv is using eGain Knowledge to achieve breakthrough improvements in customer satisfaction and contact center metrics. A global leader in financial services technology, Fiserv enables clients to achieve best-in-class results by driving quality and innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization. Continue reading Fiserv transforms customer service with eGain® Knowledge™

“Taking Control of your Telephone Usage” – a Business Guide to Call Accounting

BLOG: by Trevor Davis, head of product management, call accounting, Enghouse Interactive

The term, call accounting (or call logging) system is commonly applied to a telecoms hardware or software application that captures, records and costs telephone usage events. Continue reading “Taking Control of your Telephone Usage” – a Business Guide to Call Accounting

New Metaswitch Center of Excellence Strengthens Global R&D and Regional Technical Support

PRESS RELEASE: Cloud-native communications software leader Metaswitch has announced the opening of a new Center of Excellence in Belfast, Northern Ireland, through which the company can add more than 90 new employees to focus on technical support and research and development. Continue reading New Metaswitch Center of Excellence Strengthens Global R&D and Regional Technical Support