North Lanarkshire Council Boosts Digital Citizen Service and Engagement Outcomes with Verint Solution

PRESS RELEASE: Verint® announced that North Lanarkshire Council has improved its digital service for citizens and businesses, and enhanced back-office efficiency, using Verint’s digital first engagement management solution. Bordering the city of Glasgow, with a population exceeding 338,000, North Lanarkshire Council receives high volumes of contact from its residents. It currently takes more than 700,000 calls per year to its contact centre and over 16 million calls per year to its back office. Continue reading North Lanarkshire Council Boosts Digital Citizen Service and Engagement Outcomes with Verint Solution

UK University Implements Jacada Ticket Guidance to Streamline Admissions Processing

PRESS RELEASE: Jacada announced that the top university in the UK’s East Midlands, Derby University, has selected Jacada Ticket Guidance as a Zendesk-integrated solution to assist the organization’s Admissions and Marketing departments during student recruitment. Continue reading UK University Implements Jacada Ticket Guidance to Streamline Admissions Processing

eg secures first landmark contract in Asia Pacific

PRESS RELEASE: eg solutions is pleased to announce that it has signed its first direct contract in the Asia Pacific region with a leading financial services group, headquartered in Singapore. This contract is worth approximately £500,000 with circa 50% of the contract value expected to be recognised in the current financial year. Continue reading eg secures first landmark contract in Asia Pacific

QPC to Deliver Suite of Contact Centre Solutions and Services for HAMBS Health Fund Members

PRESS RELEASE: QPC has announced that it will deliver a range of consulting and technical support services to manage the integration of cloud and on-premise customer engagement solutions for health funds participating in the Adelaide-headquartered Hospital and Medical Benefits System (HAMBS). Continue reading QPC to Deliver Suite of Contact Centre Solutions and Services for HAMBS Health Fund Members

Orange Business Services extends contract with Philip Morris International through 2021

PRESS RELEASE: Orange Business Services has strengthened its partnership with Philip Morris International (PMI) to provide global communications services until the end of 2021. Headquartered in New York, PMI is the world’s leading international tobacco company, with six of the world’s top 15 international brands and products sold in more than 180 markets. Continue reading Orange Business Services extends contract with Philip Morris International through 2021

Interactive Intelligence Customer Engagement Cloud Solution Achieves HIPAA Compliance

PRESS RELEASE: PureCloud Engage℠ by Interactive Intelligence Group Inc. has achieved compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA). PureCloud Engage is an omnichannel customer engagement cloud solution based on microservice architecture running atop the Amazon Web Services Cloud. Continue reading Interactive Intelligence Customer Engagement Cloud Solution Achieves HIPAA Compliance

IBM Watson’s New Conversational Capabilities Bring Brands and Consumers Closer

PRESS RELEASE: IBM introduced Watson Virtual Agent, a cognitive conversational technology that allows businesses to simply build and deploy conversational agents. These agents, or “bots,” have emerged as businesses look to improve customer engagement, offering customers quick responses to queries and addressing potential issues in real time. Continue reading IBM Watson’s New Conversational Capabilities Bring Brands and Consumers Closer

NewVoiceMedia positioned in the “Challengers” Quadrant of Gartner’s Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe

NewVoiceMedia announced it has been positioned by Gartner, Inc. in the “Challengers” quadrant of the Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe. Continue reading NewVoiceMedia positioned in the “Challengers” Quadrant of Gartner’s Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe