Jacada Chosen Winner of 2017 Digital Self-Service Innovation Award

PRESS RELEASE: Jacada, a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced that it has been selected as the winner in the Digital Self-Service Innovation category of the UK National Innovation Awards for 2017. Recognized for the Jacada Contact Hub, a suite of award winning solutions that support today’s digital consumer, Jacada is chosen as winner in the area of digital customer service solutions. Continue reading Jacada Chosen Winner of 2017 Digital Self-Service Innovation Award

Account Technologies Achieves Impressive Growth Supported by Noble Systems’ Enterprise Cloud Solution

Noble Systems, a global leader in omnichannel contact centre technology solutions, is pleased to announce that Account Technologies, a rapidly growing UK Financial Technology business, has seen impressive growth of their contact centre with the Noble® Enterprise Cloud platform. Continue reading Account Technologies Achieves Impressive Growth Supported by Noble Systems’ Enterprise Cloud Solution

Liquid Voice Launches Next Generation Automated Speech Transcription Solution

Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Used in conjunction with Liquid Voice’s interaction recording and quality monitoring platforms, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored recordings for a wide range of dispute resolution, compliance, quality management and event reconstruction applications. Continue reading Liquid Voice Launches Next Generation Automated Speech Transcription Solution

Pega Eliminates IT / Business Translation Gap With Launch of Pega Agile Workbench

Pegasystems announced the launch of Pega® Agile Workbench – a new visual application development tool that provides a foolproof way for business and IT to collaborate and bring better software to market faster. Using an intuitive sticky note-like interface, Pega Agile Workbench creates a real-time feedback loop that simplifies communication, speeds iteration, and guides all stakeholders onto an aligned path to digital transformation. Continue reading Pega Eliminates IT / Business Translation Gap With Launch of Pega Agile Workbench

Nearly 60% of UK businesses are concerned that their own customer data may not comply with GDPR

PRESS RELEASE: The third annual research survey into the use and management of customer data from Royal Mail Data Services, the specialist data business of Royal Mail Group, reveals that 58 per cent of UK businesses are concerned that their own customer data may not comply with the new EU General Data Protection Regulation (GDPR). Continue reading Nearly 60% of UK businesses are concerned that their own customer data may not comply with GDPR

Grosvenor Services Group named best outsourced collections provider

PRESS RELEASE: Grosvenor Services Group, a part of specialist outsourced service provider Echo Managed Service, has been recognised for its outstanding customer service, collections performance and business growth after being named best outsourced collections provider at the Credit Awards in London. The customer focussed debt collection agency – beat off competition from five of the biggest names in the industry to win the accolade. Continue reading Grosvenor Services Group named best outsourced collections provider

Healthcare Technology Innovator Improves Patient Experiences by Transitioning Contact Centers to the Cloud with Five9

PRESS RELEASE: Five9 announced that the Five9 Virtual Contact Center (VCC) has been selected by a leading healthcare company to modernize and transform their contact centers from silos of customer service into a true end-to-end engagement center of excellence. The customer had multiple legacy platforms with limited integration between its ACD’s, CRM, WFO and, Analytics. Continue reading Healthcare Technology Innovator Improves Patient Experiences by Transitioning Contact Centers to the Cloud with Five9

MediaMarkt partners with Atento to strengthen its customer relationship strategy in Spain

PRESS RELEASE: Atento S.A., the leading provider of CRM & BPO in Latin America, and one of the three top providers worldwide, has partnered with MediaMarkt, a leading consumer electronics distribution company, to strengthen its customer relationship strategy and enhance the quality and efficiency of its service in Spain. Continue reading MediaMarkt partners with Atento to strengthen its customer relationship strategy in Spain

West’s Unified Communications Services Hires New Sales Leader

West’s Unified Communications Services, a global provider of communication and network infrastructure services announced that Kim McLachlan has joined their leadership team as its new Senior Vice President of Sales for its voice, networks and contact center lines of business. In this role, McLachlan will drive revenue growth through a national network of leading resellers, VARs and a direct sales team. Continue reading West’s Unified Communications Services Hires New Sales Leader

CloudCherry Adds Customer Effort Score to Its VOC Platform; Helps Organizations Track and Improve Service Efficiency

PRESS RELEASE: The Customer Effort Score (CES) is a customer loyalty metric widely used to determine the amount of effort customers put in to getting a query addressed or issue resolved. This metric can now be tracked on CloudCherry’s Customer Experience platform in real-time. Continue reading CloudCherry Adds Customer Effort Score to Its VOC Platform; Helps Organizations Track and Improve Service Efficiency