IoD research – senior management holds back IT adoption, say 45% of middle managers

PRESS RELEASE: New research suggests IT managers feel senior leaders in their organisations are holding back the adoption of new technology which could have a positive impact on their business. The study, conducted on behalf of global cloud communications provider 8×8, by the Institute of Directors (IoD) compared the views of mid-level ‘hands on’ IT managers with those of the senior directors across more than 260 UK businesses. Continue reading IoD research – senior management holds back IT adoption, say 45% of middle managers

Ventrica offers Christmas cheer to redundant contact centre workers

PRESS RELEASE: Following the closure of Southend-based Converso Contact Centres last month, outsourced customer contact centre Ventrica also based in the town has announced it has offered jobs to 35 of the employees who were made redundant. The new staff will work across a range of customer service, regulatory and IT roles. Continue reading Ventrica offers Christmas cheer to redundant contact centre workers

HomeServe unlocks operational performance improvements with Speech Analytics solution from Sabio

HomeServe, one of the UK’s leading home assistance companies, is working with contact centre technology specialist Sabio to deploy a powerful speech analytics solution based on advanced technology from Verint® Systems. Since going live, HomeServe’s speech analytics solution has analysed over 1 million customer interactions – enabling the company to help ensure an effortless experience for its customers. Continue reading HomeServe unlocks operational performance improvements with Speech Analytics solution from Sabio

Australian Taxation Office Continues Transformation of the Digital Customer Experience by Launching Online Virtual Assistant with Nuance

PRESS RELEASE: Nuance announced that the Australian Taxation Office (ATO) has integrated Nuance’s intelligent virtual assistant, Nina, within the organization’s website. This is another important step on the ATO’s path to transform the online experience for customers by improving their ability to self-serve. Continue reading Australian Taxation Office Continues Transformation of the Digital Customer Experience by Launching Online Virtual Assistant with Nuance

Datacom Wins Toyota Australia Contract to Deliver End-to-End IT Services

PRESS RELEASE: Datacom announced that it has won a competitive tender process to supply IT infrastructure and support services to Toyota Australia. The agreement will see Datacom assist Toyota transition to an outcomes-based fully managed ‘as-a-service’ offering, with a strong focus on optimising productivity, innovation and delivering an exceptional customer experience. The contract will run for three years with the opportunity to extend. Continue reading Datacom Wins Toyota Australia Contract to Deliver End-to-End IT Services

Invoca Integrates IBM Watson for Real-Time Voice Analytics

PRESS RELEASE: Invoca announced it is embedding IBM Watson cognitive computing technology into its Voice Marketing Cloud to help marketers analyze and act on voice data in real time. By integrating Watson’s artificial intelligence directly into Invoca’s platform, marketers get deep insights about callers and conversations, which they can use to enhance and personalize the customer experience. Continue reading Invoca Integrates IBM Watson for Real-Time Voice Analytics

Anywhere365 and AudioCodes Partner up to Offer Full Contact Center Capabilities on CloudBond 365

PRESS RELEASE: Anywhere365 is now seamlessly available on AudioCodes’ CloudBond 365 appliance. The powerful combination is a force multiplier for any organization that needs Skype for Business with advanced features, support desk or full contact center capabilities, while keeping investments and hardware footprints to a minimum. Continue reading Anywhere365 and AudioCodes Partner up to Offer Full Contact Center Capabilities on CloudBond 365