Unlocking the Full Potential of Contact Centre Analytics

christianGuest Post By Christian Szpilfogel- General Manager, SMB & Devices Mitel Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everywhere you look – even in relation to how these phenomena will transform the contact centre. While this is nothing new, chances are, even if you’re already using analytics in your contact centre, you’re not using them to their full potential. Continue reading Unlocking the Full Potential of Contact Centre Analytics

Verint Announces Acquisition of OpinionLab

PRESS RELEASE: Verint® Systems announced that it has extended its Customer Engagement Optimization™ portfolio through its acquisition of OpinionLab®, a leader in continuous voice of the customer listening solutions that drive smarter, real-time digital engagement. OpinionLab solutions are used by world-leading brands to optimize web and mobile customer experiences and engagement. Continue reading Verint Announces Acquisition of OpinionLab

How collaboration based web tools are the new stars when it comes to workforce management

BLOG: Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management  For today’s team leaders, every minute counts. Shifting business requirements and changing customer habits mean it is vital for managers to have full visibility of their contact centre operations along with the power to adapt agent schedules, at speed, whenever the need arises. Continue reading How collaboration based web tools are the new stars when it comes to workforce management

BroadSoft Introduces UC-One Connect and UC-One Meet to Enrich the Mobile Experience

BroadSoft has released two new mobile-first UC-One® apps that can significantly improve the productivity and user experience of workers on the move. Combined with the BroadSoft Business portfolio of unified communications, team collaboration and contact center applications, they provide a complete mobile-first cloud PBX experience, designed to streamline workflow, enhance the mobile experience, and enable business professionals to be just as productive whether they are mobile or at their desks. Continue reading BroadSoft Introduces UC-One Connect and UC-One Meet to Enrich the Mobile Experience

Nokia announces machine learning-powered customer experience solutions; sets new standard for proactive care

PRESS RELEASE: Nokia announced major updates to its Motive Customer eXperience Solutions (CXS) software portfolio, providing communications service providers with advanced machine learning capabilities to reduce costs and improve customer experiences. Nokia Motive Service Management Platform (SMP) 7.0 and Motive Care Analytics (CAL) 2.0 use machine-learning algorithms developed by Nokia Bell labs – advanced capabilities that give computers the ability to learn without being explicitly programmed. Continue reading Nokia announces machine learning-powered customer experience solutions; sets new standard for proactive care

Enghouse Interactive Introduces New Cloud-Based Proactive Outbound Platform for Service Providers

Enghouse Interactive announced the immediate availability of its Proactive Outbound Platform for Service Provider (POP4SP) solution, a cloud-based multi-channel outbound notification solution. Industry analysts estimate that the Applications-as-a-Service market will grow at 21% CAGR through the end of the decade. Continue reading Enghouse Interactive Introduces New Cloud-Based Proactive Outbound Platform for Service Providers

CafeX Partners with Rakuten Communications to Fuel Market Expansion in Japan

CafeX Communications® announced plans to significantly expand its presence in Asia. The company has reached an exclusive agreement with Rakuten Communications Corporation to distribute CafeX’s award-winning portfolio of digital customer engagement and web collaboration solutions throughout Japan. CafeX has also named Vincent Gebes as its managing director of Asia to work directly with Rakuten Communications and other partners to expand business opportunities, develop localized offerings by market and build market awareness for CafeX solutions. Continue reading CafeX Partners with Rakuten Communications to Fuel Market Expansion in Japan

Zappix Announces an Enhanced Smartphone Visual IVR Experience for Retailer Customers

PRESS RELEASE: Zappix, a smartphone Visual IVR software innovator, has announced a Visual IVR for retailer solution, specifically designed for retail clients. The new retail-focused offering from Zappix offers a better self-service call experience for retail customers with a visual representation of an Interactive Voice Response (IVR) call menu displayed on a smartphone or computer. Continue reading Zappix Announces an Enhanced Smartphone Visual IVR Experience for Retailer Customers

Sify Selects Enghouse Interactive’s CCSP 7.2 for its Cloud Contact Centre Service

Enghouse Interactive announced that Sify Technologies, a leading Indian information and communications technology (ICT) solutions provider, has selected Contact Center Service Provider 7.2 (CCSP 7.2) as the new platform for the next generation of its contact center as-a-service (CCaaS) offering. CCSP is a multi-tenant cloud contact center solution designed specifically for service providers, carriers and operators. Continue reading Sify Selects Enghouse Interactive’s CCSP 7.2 for its Cloud Contact Centre Service

Should They Stay or Should They Go? New Research from Aspect Software Reveals Half of U.S. Consumers Ready to Leave the Brands They Do Business With

PRESS RELEASE: Last year, just over 50 per cent of American consumers said they felt underappreciated by the companies they do business with. This year unfortunately, that number is nearly 60 per cent and that underappreciation is leading to lost business. Continue reading Should They Stay or Should They Go? New Research from Aspect Software Reveals Half of U.S. Consumers Ready to Leave the Brands They Do Business With