Qantas launches chat bot concierge to give customers travel inspiration

PRESS RELEASE: Qantas has launched Qantas Concierge, a Facebook Messenger bot that gives customers personalised travel inspiration. The launch of the bot is part of Qantas’ strategy to give customers faster responses and more relevant information through easily accessible channels. Kristin Carlos, Qantas Head of Digital and Entertainment said Qantas Concierge will be an evolution of the airlines customer communications, boosting Qantas’ presence on a hugely popular social media platform while offering immediate travel solutions. Continue reading Qantas launches chat bot concierge to give customers travel inspiration

The Rockport Group Steps into the Future with Fuze for Voice, Video, and Collaboration

PRESS RELEASE: Fuze, the leading cloud-based communications solution for the modern global enterprise announced it has been selected by The Rockport Group, a leader in men’s and women’s footwear since 1971, to future-proof its voice, video, and collaboration needs. With Fuze, The Rockport Group implements a truly unified communications (UC) platform for its 2,000+ employees globally. Continue reading The Rockport Group Steps into the Future with Fuze for Voice, Video, and Collaboration

7am is the new 8am and Saturday is now a weekday: Customer service predictions for the future

PRESS RELEASE: Data from telephone answering service CALLCARE has provided a glimpse into what the world of customer service will start to look like in the near future. Their statistics, taken between 2014 and 2016, show that Saturday has become almost as busy as a normal working day for a customer service adviser. Between the hours of 9am and 6pm, they received nearly as many calls as they do from Monday to Friday. Continue reading 7am is the new 8am and Saturday is now a weekday: Customer service predictions for the future

Fuze Closes $104 Million in New Funding to Fuel Growth and Expansion as the Cloud Communications Platform for Global Enterprises

PRESS RELEASE: Fuze announced it has closed $104 million in financing led by Wellington Management Company LLP. This investment brings the company’s total funding to $304 million. The new capital will be used to continue expanding internationally and to fund product innovation for Fuze’s enterprise customer segment. Wellington Management Company LLP is joined by Greenspring Associates and existing investors Summit Partners, Bessemer Venture Partners (BVP), and G20. Continue reading Fuze Closes $104 Million in New Funding to Fuel Growth and Expansion as the Cloud Communications Platform for Global Enterprises

Plantronics Customer Care Now Offers Global Customer Support 24 Hours a Day, Six Days a Week

PRESS RELEASE: Plantronics announced the expansion of its Technical Assistance Center – part of Plantronics Customer Care. This growth delivers unprecedented 24 hours a day, six days a week support, in all markets Plantronics supports around the world. This means when customers contact the company, their needs will immediately be met by a Plantronics associate around the clock, 24/6, for a superior customer experience. Continue reading Plantronics Customer Care Now Offers Global Customer Support 24 Hours a Day, Six Days a Week

Infosys Joins Salesforce Partner Ecosystem to Deliver Analytics Cloud Applications

PRESS RELEASE: Infosys has announced that it will set up a new practice that will build and provide implementation services for Salesforce’s Analytics Cloud applications, helping business users access, explore and act on their organizational intelligence faster. Infosys will be among the first Analytics Cloud partners to bring both systems integrator leadership as well as a proven independent software vendor (ISV) capability. Continue reading Infosys Joins Salesforce Partner Ecosystem to Deliver Analytics Cloud Applications

Avaya merits IP Integration with Strategic Win Award

DG & RB ESL Award
Picture shows Dave Glasgow, Sales Director at IP Integration (left) and Ritchie Butters, Account Director at IP Integration with the Avaya award.

IP Integration, a leading provider of customer engagement solutions, has been awarded the prestigious Avaya 2016 Strategic Win Award for the Asia region. IP Integration was responsible for securing and fulfilling a major installation of Avaya’s contact centre solution for ESL, the international gaming organisation. Combining the Avaya solution with a selection of its own complementary tools, IP Integration specified and managed the highly complex roll-out. Continue reading Avaya merits IP Integration with Strategic Win Award

Zappix, the Visual IVR company, announces 2016 results

PRESS RELEASE: Zappix, a smartphone Visual IVR software innovator, has announced that during 2016 it has expanded into new verticals such as utilities, retail, insurance and HR in addition to finalizing a new round of financing lead by Kormeli LLC. Zappix’s contact center Visual IVR portfolio increased its robust capabilities for easier adoption and use in a wide variety of companies and organizations. Continue reading Zappix, the Visual IVR company, announces 2016 results

LightBound Launched Cloud Contact Center Solution

PRESS RELEASE: LightBound is pleased to announce the addition of Cloud Contact Center solution to their Integrated Voice portfolio yesterday. LightBound’s Cloud Contact Center is an advanced call center management system with more functionality than traditional on-premise hardware PBXs – at a fraction of the cost. The Contact Center solution leverages a SaaS model to deliver a customizable and powerful automated delivery of calls that include ACD, Chat, IVR, WFM, CTI, reports, recordings, remote agents, disaster recovery and much more. Continue reading LightBound Launched Cloud Contact Center Solution

VertexOne Partners with DC Water to Deliver on its Vision for the Future

PRESS RELEASE: Vertex, a leader in utility customer experience solutions, today announced that DC Water, provider of world-class water services in Washington D.C., selected the VertexOne Cloud CIS, Web & Mobile Self-Service, and Mobile Work Management solutions. The new solutions will be implemented in just 12 months, and will provide DC Water with agile and future-proof technology for its customer service operations. Continue reading VertexOne Partners with DC Water to Deliver on its Vision for the Future