ResQ become the world’s first contact centre to achieve full Ofcom compliance

PRESS RELEASE: Following the launch of their ‘Why Not Zero’ campaign in March, ResQ, a leading UK telemarketing agency, have become the first contact centre in the world to achieve full compliance with Ofcom’s new regulations. The Ofcom clampdown came into play on 1st March 2017, with the aim of heavily punishing those causing consumer harm through silent and abandoned calls. Continue reading ResQ become the world’s first contact centre to achieve full Ofcom compliance

NICE Launches Digital Containment Solution Allowing Organizations to Move from Managing Channels to Managing Journeys

NICE introduced Digital Containment, a powerful solution for Digital Transformation initiatives, which improves customer experience and self-service customer interactions over digital interaction channels by leveraging in-depth multi-channel journey analytics. The consumer insights obtained through advanced algorithms are key to mitigating digital channel pain points in order to reinvent customer service and increase contact center cost-effectiveness. Continue reading NICE Launches Digital Containment Solution Allowing Organizations to Move from Managing Channels to Managing Journeys

BroadSoft launches BroadCloud PaaS

BroadSoft announced the commercial availability of BroadCloud Platform-as-a-Service (PaaS). BroadCloud PaaS is a managed cloud infrastructure enabling service providers to rapidly bring the innovative BroadSoft Business cloud applications to market. The BroadCloud PaaS platform provides control over customizations, integrations, and optimizes capital expenditure (CAPEX) and operational expenditure (OPEX) as the infrastructure resides within BroadSoft carrier-class data centers. Continue reading BroadSoft launches BroadCloud PaaS

Fuze Announces Deeper Connectivity with inContact

PRESS RELEASE: Fuze, the leading provider of cloud-based communications solutions for the modern global enterprise announced a series of new product integrations with inContact Customer Interaction Cloud, which improve the user experience for global contact centers. The integrations are available for both new and current customers, and are designed to reduce complexity, enhance caller experience, and provide the highest quality of connectivity for agents. Continue reading Fuze Announces Deeper Connectivity with inContact

Upstream Works Software Announces New Partnership with Natilik

PRESS RELEASE: Upstream Works Software, Ltd., a provider of Omnichannel Contact Centre solutions announced a new partnership with Natilik, to effectively deliver integrated customer engagement solutions on the Cisco Collaboration platform. Together, they are making it easier and faster to deploy best-in-class customer experience solutions. Continue reading Upstream Works Software Announces New Partnership with Natilik

Meili Finance Selects Avaya “A Cloud” Contact Center-as-a-Service Solution to Support Business Growth

PRESS RELEASE: Avaya, a global leader of enterprise communications software, systems and services, announced that Meili Finance, an Internet consumer finance company in China, has chosen “A Cloud”, a contact center-as-a-service (CCaaS) solution, to support its rapid business growth. Continue reading Meili Finance Selects Avaya “A Cloud” Contact Center-as-a-Service Solution to Support Business Growth

Transcom Centralizes & Scales Global Contact Center and Innovates for Omnichannel Service with Avaya

PRESS RELEASE: Avaya announced that Transcom, a global business process outsourcer (BPO), has upgraded its large, multinational contact center operation, building on Avaya Customer Engagement Solutions to drive rapid innovation and help the company advance to digital, omnichannel services. Continue reading Transcom Centralizes & Scales Global Contact Center and Innovates for Omnichannel Service with Avaya

NICE Optimizes Algar Tech’s Back Office Services with Real-Time Insights

PRESS RELEASE: NICE announced that Algar Tech, a Brazil-based business process outsourcer, has expanded its long-term partnership with NICE to bring the deep performance visibility of NICE Real Time Activity Monitoring (RTAM) and the optimization of NICE Workforce Management (WFM) into its back office operations. As a result, the company has seen rapid and dramatic improvements in employee productivity and process efficiency, significantly increasing cost-effectiveness across its operations. Continue reading NICE Optimizes Algar Tech’s Back Office Services with Real-Time Insights

Fuze Selected by iPayment, Inc. to Enhance its Communications Stack

PRESS RELEASE: Fuze, the leading cloud-based communications solution for the modern global enterprise announced it was selected by iPayment, Inc. to enhance its communications stack, improving the overall support and engagement experience for iPayment’s small- and medium-sized business (SMB) customers and partners. Continue reading Fuze Selected by iPayment, Inc. to Enhance its Communications Stack

Semafone announces record growth for 2016

PRESS RELEASE: Semafone reported significant growth for 2016, including a 65% increase in revenue to £8.3 million and the rapid enlargement of its worldwide customer base of blue-chip Fortune 500 & FTSE 100 clients. The company also reported a double breakthrough: it has gained traction in key overseas markets ¬ – most notably North America, which now accounts for 49% of revenues – and has achieved success with its fast growing network of cloud-based channel partners, which includes BT and Gamma in the UK. Continue reading Semafone announces record growth for 2016