Integrating AI technology alongside your contact centre workforce

The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce

Zendesk Makes Significant Investment in France With Move to Station F Paris and New Offices in Montpellier

PRESS RELEASE: Zendesk announced its continued investment in France with two new office openings fueled by significant growth in the region. The company’s Paris offices will move to Station F, the biggest startup campus in the world, where Zendesk will become a partner. Additionally, the company’s Montpellier offices — home to the team behind the Zendesk Explore analytics product — will relocate to larger offices that are three times the size, providing hiring opportunities and capacity for around 50 employees. Continue reading Zendesk Makes Significant Investment in France With Move to Station F Paris and New Offices in Montpellier

Eckoh wins its largest ever US Secure Payments Contract worth $3.7m

Eckoh announces that it has won a new $3.7m five-year contract to provide secure payment services to a large US telecommunications provider. The solution, which will be deployed in financial year FY18, uses Eckoh’s patented tokenisation technology to secure card payments being made through the organisation’s contact centre facilities. Continue reading Eckoh wins its largest ever US Secure Payments Contract worth $3.7m

Aspect helps Sysnet Global Solutions to deliver omni-channel customer service

aspect-logo-std-full-RGBAspect Software has helped Sysnet Global Solution (Sysnet) to successfully scale its customer engagement centre services by delivering a complete omni-channel solution. By ensuring a seamless journey through the customer engagement centre, Aspect’s technology has boosted the capabilities of Sysnet’s 240 agents in all areas, enabling the company to improve the user experience and overall customer satisfaction. Continue reading Aspect helps Sysnet Global Solutions to deliver omni-channel customer service

RingCentral Office® extends presence to 13 European countries with in-country purchasing capability and euro billing

RC_LOGOC_RGBRingCentral UK a wholly owned subsidiary of RingCentral, Inc. announced the ability for customers to purchase RingCentral Office across 13 European countries. RingCentral’s in-country European expansion signifies a strong commitment to providing local presence and the ability to purchase RingCentral solutions in euro currency in those new markets. Continue reading RingCentral Office® extends presence to 13 European countries with in-country purchasing capability and euro billing

Phoneprinting Recommended in Latest Report “Don’t Let the Contact Center Be Your ‘Achilles Heel’ of Fraud Prevention” by Gartner

PRESS RELEASE: Pindrop is included in Gartner’s most recent analyst report titled, “Don’t Let the Contact Centre Be Your ‘Achilles Heel’ of Fraud Prevention”. The report sheds new light on the category and cites Pindrop for its phoneprinting™ solutions used to fight contact center fraud. Continue reading Phoneprinting Recommended in Latest Report “Don’t Let the Contact Center Be Your ‘Achilles Heel’ of Fraud Prevention” by Gartner