Taunton Council implements new tech to improve residents’ service

PRESS RELEASE: Taunton Deane Borough Council (TDBC) is introducing cloud-based technology to improve staff productivity and service for residents. From early December employees in the first of its sites will benefit from the advanced cloud telephony, provided by 8×8, a leading provider of Enterprise Communications as a Service (ECaaS). This will give staff access to a full service business phone system wherever they may be working. Continue reading Taunton Council implements new tech to improve residents’ service

Whirlpool increases customer engagement and workforce efficiency with ContactEngine

PRESS RELEASE: Whirlpool has selected ContactEngine to help better communicate with customers and improve first time repairs. By working with ContactEngine, the world’s largest manufacturer of domestic appliances has tripled the rate of washing machines being fixed in a single visit by an engineer. In turn wasted customer visits by engineers have reduced by 10 per cent. Continue reading Whirlpool increases customer engagement and workforce efficiency with ContactEngine

Post-Brexit optimism for the CEE region and why Romania is expected to be one of the top call centre outsourcing destinations.

Guest Post By Paolo Marcattilj – UK Director of Global Remote Services (GRS)… It has now been a few months since the EU referendum in the UK and the post-Brexit future appears to look more optimistic for Central and Eastern Europe. During the 26th Economic Forum in Krynica, Emerging Europe many industry experts spoke of how the CEE region is already preparing to accommodate foreign businesses, whichever they are, that are currently based in the UK. Continue reading Post-Brexit optimism for the CEE region and why Romania is expected to be one of the top call centre outsourcing destinations.

Data breaches are one thing, lack of basic communications is another, says Aspect Software

BLOG: Getting customer engagement and service right when things go wrong are absolutely essential when it comes to rebuilding trust. This is according to Aspect Software, which has warned that the fall-out from the recent breach at Tesco Bank could be long lasting if the retailer fails to communicate effectively with its customer base. Continue reading Data breaches are one thing, lack of basic communications is another, says Aspect Software

Forrester and Verint Partner to Deliver Unprecedented Actionable Intelligence for Customer Experience Leaders

PRESS RELEASE: Research and advisory firm Forrester and Verint® Systems announced a partnership designed to provide a holistic approach to customer experience (CX) measurement and management. The partnership combines Forrester’s Customer Experience Index (CX Index™) methodology, benchmark data and engagement program with Verint Enterprise Feedback Management™ (EFM) to create a single source for organizations to collect, analyze and act on benchmark data. Continue reading Forrester and Verint Partner to Deliver Unprecedented Actionable Intelligence for Customer Experience Leaders

Interactive Intelligence Positioned as a Strong Performer for Workforce Optimization Solutions by Independent Research Firm

[24]7 Appoints Former Splunk Executive as Head of Engineering and Products

[24]7 announced the appointment of Guido Schroeder as Chief Product Officer. In this role, Schroeder will be responsible for leading all global engineering and product teams, focused on integrating [24]7’s substantial technology assets across its product portfolio. He will report directly to [24]7 Chief Executive Officer PV Kannan. Continue reading [24]7 Appoints Former Splunk Executive as Head of Engineering and Products

Serenova Named a Challenger in Gartner 2016 Magic Quadrant for Contact Center as a Service, North America

Serenova, formerly LiveOps Cloud, took another step forward in its evolution. The company has been positioned by Gartner, Inc. – the world’s leading information technology research and advisory company – as a Challenger in the newly published “Magic Quadrant for Contact Center as a Service, North America” (CCaaS) report. Continue reading Serenova Named a Challenger in Gartner 2016 Magic Quadrant for Contact Center as a Service, North America