UK interest in the Philippines’ offshoring services grows

PRESS RELEASE: By 2017 one third of all customer service interactions will still require the support of a human intermediary. Intelenet® Global Services’ new Manila site supports the need to facilitate human interaction as 85 per cent of their business operations will be through voice processors to deliver customer support. Businesses of all kinds are digitally transforming their operations to keep pace with the digital age. Continue reading UK interest in the Philippines’ offshoring services grows

FairPoint Communications Now Offers Cloud Contact Center Application

PRESS RELEASE: FairPoint Communications announced the launch of its Cloud Contact Center application. This advanced call center management solution leverages Voice over IP (VoIP) technology to provide the tools necessary to manage a modern customer service operation that meets the evolving needs of today’s consumers. Continue reading FairPoint Communications Now Offers Cloud Contact Center Application

Pegasystems Named a Leader in Gartner’s Magic Quadrant for BPM-Platform-Based Case Management Frameworks

Pegasystems announced it has been named a Leader in the Gartner Magic Quadrant for BPM-Platform-Based Case Management Frameworks (1) for the second consecutive year. Gartner evaluated commercial case management applications built on the Pega® 7 Platform, which enables users to quickly build and evolve business systems, while simplifying and automating operations so organizations can reduce costs, improve agility, and deliver the end-to-end experiences customers demand. Continue reading Pegasystems Named a Leader in Gartner’s Magic Quadrant for BPM-Platform-Based Case Management Frameworks

Five9 Named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America for the Second Consecutive Year

PRESS RELEASE: Five9 has been recognized as a Leader, and again positioned highest in ability to execute in the October 2016 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America. Continue reading Five9 Named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America for the Second Consecutive Year

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