Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

PRESS RELEASE: Genesys® released new research showing that Brits spend an average of over five and a half weeks on the phone to contact centres over the course of their lives. Exploring how consumers want to interact with brands across channels, the survey of over 2,000 British consumers conducted by Censuswide on behalf of Genesys found that 83 percent of consumers prefer to call companies and organisations for fast issue resolution and that Brits spend an average of 17 minutes a week on the phone to contact centres. Continue reading Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

PRESS RELEASE: KDDI Evolva, one of Japan’s leading call-center service providers, has announced an agreement with Avaya to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a next-generation contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service. Continue reading KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

Dubai’s RTA Awards Avaya a Strategic Contract

PRESS RELEASE: Dubai’s Roads and Transport Authority (RTA) today announced that Avaya had won a three-year strategic contract to support the RTA’s 8009090 Contact Center operations under a managed services agreement. The three-year contract will see Avaya partner with the RTA to deliver a richer customer experience to the residents and visitors of Dubai. Continue reading Dubai’s RTA Awards Avaya a Strategic Contract

Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?

PRESS RELEASE: The Payments Systems Regulator (PSR) has announced that banks must do more about the issue of ‘push’ fraud, where victims are tricked into sending instant payments to the wrong recipient. Consumer group Which? – who initiated a super complaint – has suggested that because banks do not have to compensate consumers due to these payments they are not incentivised to prevent it. But Keiron Dalton of Aspect Software’s digital identity division has suggested that it is completely within the interests of banks and payment service providers to work together to combat increasing fraud as a unit. Continue reading Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?

Rise of the machines: Over half of UK workers fear Automation will impact their job within 5 years

PRESS RELEASE: A new survey of the UK’s workforce has revealed which jobs workers are in fear over losing soon and which jobs workers want to see replaced by Automation ASAP. The data reveals how over half of the UK’s work force are waking up to the reality of automated machines and Artificial Intelligence being a very real threat to their livelihoods. Continue reading Rise of the machines: Over half of UK workers fear Automation will impact their job within 5 years

ZaiLab Receives Frost & Sullivan’s Coveted Award for Its Next-gen Contact Centre Solution

PRESS RELEASE: Based on recent analysis of the enterprise software solution market, Frost & Sullivan recognises ZaiLab with the 2016 Sub-Saharan Africa (SSA) Frost & Sullivan Award for Visionary Innovation Leadership. ZaiLab’s enterprise-grade contact centre solution is poised to revolutionise smaller contact centres and create lucrative opportunities for the establishment of BPO centres in South Africa. Continue reading ZaiLab Receives Frost & Sullivan’s Coveted Award for Its Next-gen Contact Centre Solution

New Study Finds Generation Z Will Bring Balance to the Workforce

PRESS RELEASE: 8×8 released a new study that highlights how Generation (Gen) Z, which will enter the workforce in earnest in 2017, will change the workplace, especially as it relates to business communications. The report, titled, “Rogue One: How Generation Z is Going to Bring Balance to the (work)Force,” surveyed full- and part-time employed Gen Z, millennial and Gen X workers, and found that the work preferences of Gen Z, in many ways, align more closely with Gen X than millennials. Continue reading New Study Finds Generation Z Will Bring Balance to the Workforce

AMC Technology Announces Contact Canvas Is Lightning Ready and Available on the Salesforce AppExchange

PRESS RELEASE: AMC Technology announced that Contact Canvas, an app that increases contact center agent efficiency and improves overall customer service, is now Lightning Ready, meaning it works with the Salesforce Lightning Experience, a reimagined and modern CRM user experience for every device. Continue reading AMC Technology Announces Contact Canvas Is Lightning Ready and Available on the Salesforce AppExchange

Verint Announces UK Customer Awards at Annual Engage Conference

PRESS RELEASE: Verint® celebrated its customers across the UK region and announced six organisations that have been awarded for excellence in customer and employee engagement, workforce optimisation and more. The awards were presented during last week’s Verint Engage™ UK Customer Conference at The Savoy in London. Continue reading Verint Announces UK Customer Awards at Annual Engage Conference