UK consumers now expect omni-channel customer service

PRESS RELEASE: The world of customer service is changing, with most queries and complaints now dealt with on email or phone, with a face to face meeting unlikely to be an option for the vast majority of complainants. The instantaneous nature of email and social media means that people expect a higher level of customer service, and demand resolutions to any issues promptly: 25% of survey respondents had their most recent complaint solved within a day which shows that the bar for quick, agile and effective solutions is getting higher. Continue reading UK consumers now expect omni-channel customer service

New Survey Suggests the IoT Boosts Revenue, Strengthens Customer Relationships for Connected Businesses

PRESS RELEASE: Xively by LogMeIn, Inc. released the findings of a new study sponsored by LogMeIn and conducted by Harbor Research, The Internet of Things Journey, that revealed nearly all companies who have embarked on a connected product journey report both financial and customer experience benefits as a result. Continue reading New Survey Suggests the IoT Boosts Revenue, Strengthens Customer Relationships for Connected Businesses

Dogs Trust contact centre celebrates second birthday

photoPRESS RELEASE: Dogs Trust, the UK’s largest dog welfare charity, has seen a 21% increase in the number of people looking to give one of its homeless hounds a second chance. The charity’s national Contact Centre celebrated its second anniversary on Thursday (29 September) having taken 345,229 calls – an average of almost 1,000 calls a day – in the last twelve months. Just over 65,000 of those conversations were with dog lovers hoping to offer a Dogs Trust dog a forever home. Continue reading Dogs Trust contact centre celebrates second birthday

World Vision Replaces Legacy On-Premise Communications Systems with RingCentral’s Global Cloud Solution for Mobile and Distributed Workforce

PRESS RELEASE: RingCentral announced that World Vision, one of the largest Christian charitable relief organizations centered on solving child poverty and injustice, has selected RingCentral Office® to overhaul its legacy business communications infrastructure in the United States. With a focus on optimization, World Vision wanted a flexible and easy-to-use cloud solution to empower employees to communicate nationwide in any way, anywhere, and on any device. This includes voice, video, conferencing, SMS, and online meetings from a single unified solution. Continue reading World Vision Replaces Legacy On-Premise Communications Systems with RingCentral’s Global Cloud Solution for Mobile and Distributed Workforce

B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones

PRESS RELEASE: B2X, the leading technology-enabled provider of customer care services for mobile and consumer electronics, announced that it has been engaged by Microsoft as a global customer service partner for Lumia and Feature Phones manufactured by Microsoft. B2X serves as Microsoft’s primary aftersales partner and provides customer support and device repair services for the Lumia and feature phones, starting in October. Continue reading B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones

Avaya Unveils Cloud Networking Platform to Simplify and Accelerate Deployment and Management of Networks

PRESS RELEASE: Avaya announced a complete network lifecycle management solution for enterprise and mid-size businesses. The Avaya Cloud Networking Platform delivers a unified, powerful solution for deploying and managing wired and wireless networks with complete control and visibility anywhere, anytime. According to industry analysts, cloud managed models are growing rapidly, with cloud-managed Wi-Fi is growing at twice the rate of Wi-Fi deployments. Continue reading Avaya Unveils Cloud Networking Platform to Simplify and Accelerate Deployment and Management of Networks

Natterbox to revolutionize Global Voice Cloud Telephony for CRM users

PRESS RELEASE: Natterbox announced it would be featuring Natterbox Voice Cloud Telephony, the first complete global telephony system managed completely from within CRM at Dreamforce® 2016. The global service sets off a new era in self-service for both landline and mobile telephony – for the world’s leading enterprise cloud ecosystem. Continue reading Natterbox to revolutionize Global Voice Cloud Telephony for CRM users

Jacada Visual IVR Available on the Cisco dCloud Demonstration Platform

PRESS RELEASE: Jacada announces that its Visual IVR solution is now available for customer demonstrations using the Cisco® dCloud demonstration platform, available worldwide. The Cisco dCloud is a self-service demonstration environment that provides Customers and Partners a fully implemented and scripted Customer Care demonstration environment that is continually upgraded to be able to demonstrate the latest functionality and scenarios as new contact center product releases come out. Continue reading Jacada Visual IVR Available on the Cisco dCloud Demonstration Platform

Noble Inbound 100 Wins 2016 CUSTOMER Contact Center Technology Award

PRESS RELEASE: Noble Systems is the recipient of TMC’s “2016 CUSTOMER Contact Center Technology Award” for Noble® Inbound 100. The award is presented by Customer magazine. Noble Inbound 100 expressly serves inbound enterprises, in an offering that is 100% inbound, 100% complete, and comes with a 100% Uptime SLA. Inbound 100 presents a streamlined user experience in the most extensive solution from a single vendor, wrapping all of the tools businesses need to improve the customer experience, increase speed of service, and reduce costs into a single-source, unified system. Continue reading Noble Inbound 100 Wins 2016 CUSTOMER Contact Center Technology Award