Promapp Launches Process Variant Management Software in UK

PRESS RELEASE: Promapp Solutions – an industry leading provider of cloud-based process management software – is changing the way contact centres and shared service operations with multiple locations or multiple products/services manage processes with the launch of its new Process Variant Management (PVM) software. Continue reading Promapp Launches Process Variant Management Software in UK

Express Gifts Ltd deploys eGain Cloud for digital customer engagement

PRESS RELEASE: eGain announced that Express Gifts Ltd, one of the largest direct mail order businesses in the UK., has deployed eGain Cloud™ for knowledge-powered digital customer service. This solution has been deployed across Express Gifts’ Studio and Ace brands, serving around 1.5 million customers. Continue reading Express Gifts Ltd deploys eGain Cloud for digital customer engagement

Sitel creates 1100 jobs as part of their multi-million pound UK expansion

PRESS RELEASE: Sitel has this year opened 2 new sites in Coventry and Plymouth and increased capacity following a transfer to a new site in Newcastle-upon-Tyne. The expansion will create more than 1100 jobs by February 2017 and shows its commitment to the UK, post Brexit, creating many new opportunities for careers within the contact centre industry in areas including operations, learning and development and many other support roles. Continue reading Sitel creates 1100 jobs as part of their multi-million pound UK expansion

New Global Study from Verint Reveals Customer Service and Channel Preferences of More Than 24,000 Consumers Across 12 Countries

PRESS RELEASE: The results of a large-scale study of more than 24,000 consumers in 12 countries published by Verint® with support from Opinium Research LLC, and research and advisory firm IDC, identifies a tipping point between digital and traditional customer service. Continue reading New Global Study from Verint Reveals Customer Service and Channel Preferences of More Than 24,000 Consumers Across 12 Countries

NICE Actimize Survey Finds That More Than 50 Percent of Financial Services Organizations Face Challenges With Keeping ‘Beneficial Ownership’ Information Current

PRESS RELEASE: NICE Actimize, a NICE business and the largest and broadest provider of a single financial crime, risk and compliance software platform for the financial services industry, released a global survey today indicating that more than 50 percent of financial services organizations are having difficulty keeping beneficial ownership-related customer information up to date. Continue reading NICE Actimize Survey Finds That More Than 50 Percent of Financial Services Organizations Face Challenges With Keeping ‘Beneficial Ownership’ Information Current

Introducing the New Zendesk: Built for Better Customer Relationships

PRESS RELEASE: Zendesk launched a redesigned company brand and an expanded product family focused on building better customer relationships. As part of its move beyond customer service, Zendesk also introduced Zendesk Connect and Zendesk Explore, two new products that create a more personal connection between customers and organizations through customer intelligence and deeper analytics. Continue reading Introducing the New Zendesk: Built for Better Customer Relationships

Ventrica appoints new digital marketing expert to join ‘social’ division

PRESS RELEASE: Outsourced customer contact centre Ventrica is investing further in its digital capabilities with the appointment of Jenna Preston as Digital Marketing Manager. Jenna will become part of the marketing and customer experience team at sister company, Ventrica Digital, that was launched earlier this year to provide a new type and range of customised and results-driven social management services to UK organisations, from SMEs through to large blue chip brands. Continue reading Ventrica appoints new digital marketing expert to join ‘social’ division

Carousel Industries Completes Acquisition of Atrion, Inc.

PRESS RELEASE: Carousel Industries announced it has completed its acquisition of Atrion, Inc., a leading IT services firm specializing in security, productivity and collaboration, unified communications, networking, applications and integrations, and data center solutions. With the completion of the deal, Carousel now has more than 1,400 professionals in 27 locations nationwide. Continue reading Carousel Industries Completes Acquisition of Atrion, Inc.

NICE Continues to Expand its Contact Centre WFO Market Share Lead According to DMG Report

PRESS RELEASE: NICE announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact centre Workforce Optimisation (WFO) market. According to DMG’s 2016 WFO Mid-Year Market Share Report, NICE holds a 41.5 and 41.1 percent market share in the contact centre WFO and contact centre voice recording segments, respectively. Continue reading NICE Continues to Expand its Contact Centre WFO Market Share Lead According to DMG Report