Large Global Outsourcer Implements Noetica SNoDrop™ for a Zero Abandoned Call Rate and Ofcom Compliance

PRESS RELEASE: Noetica – the call centre technology company announced that one of the world’s largest outsourcers has gone live with its SNoDrop™ technology. As a result, the UK-based organisation has achieved a zero-abandoned call rate and full compliance with new Ofcom rules regarding the ‘Persistent misuse of an electronic communications network or service’. Continue reading Large Global Outsourcer Implements Noetica SNoDrop™ for a Zero Abandoned Call Rate and Ofcom Compliance

Multilingual Hubs – When Two Heads Are Not Better Than One

The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to maintaining service consistency and reducing costs in a multilingual contact centre environment, the fewer heads the better. And Netflix’s recent announcement that it would be creating 400 multilingual roles in its customer contact centre in the Netherlands is evidence that multilingual ‘heads’ are highly prized. Continue reading Multilingual Hubs – When Two Heads Are Not Better Than One

TCN Unveils AgentSMS, a New SMS Texting Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

PRESS RELEASE: TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced the launch of AgentSMS, a new SMS texting feature for its cloud-based contact center platform, TCN Platform 3.0. With AgentSMS, contact center agents and customer service professionals can instantly respond to customers’ needs, confirm appointments, send payment reminders and even alert individuals of emergencies via text messages. Continue reading TCN Unveils AgentSMS, a New SMS Texting Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Solgari partners with SP Sysnet to empower APAC’s fintech industries

Solgari, the global provider of the world’s first complete enterprise cloud business communications software solution, has announced its partnership with SP Sysnet, a leading APAC IT solutions and consulting specialist focused on delivering leading communications solutions to global clients. The premier partnership will enable SP Sysnet to provide its extensive client base with Solgari’s end-to-end cloud communications & compliance platform. Continue reading Solgari partners with SP Sysnet to empower APAC’s fintech industries

8×8 Appoints Rani Hublou as Chief Marketing Officer

8×8 announced the appointment of Rani Hublou as Chief Marketing Officer. Rani brings extensive experience successfully implementing transformative go-to-market strategies for technology companies to create new categories in hyper-growth markets. As CMO, Rani will be responsible for aligning 8×8’s value proposition, products, packaging and positioning with global marketing initiatives to advance awareness and adoption of the company’s industry-leading Communications Cloud platform and solutions. Continue reading 8×8 Appoints Rani Hublou as Chief Marketing Officer

IOVOX wins Big Data and IoT Excellence Award

PRESS RELEASE: IOVOX, a global call analytics company, has added to its growing trophy case having won the Outstanding Analytics Infrastructure Award at Computing’s 2017 Big Data and IoT Excellence Awards. IOVOX was shortlisted along with Aqulia Insight, IBM and Zebra Technologies and was declared winner by a judging panel which included representatives from Computing, CERN and the European Space Agency. Continue reading IOVOX wins Big Data and IoT Excellence Award

inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service

PRESS RELEASE: NICE inContact, a NICE company and the leading provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, today announced research identifying the quickest and most preferred methods of issue resolution across 10 different customer service channels. Continue reading inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service