BT Group Replaces Legacy WFO Solutions with NICE for Contact Centre Revitalization

NICE announced that BT Group, a leading United Kingdom-based multinational communications company, has selected NICE’s solutions to transform its contact centre operations. Replacing its previous recording and workforce management solutions, BT is implementing NICE WFM, NICE Engage, and Nexidia Analytics across the Group over the next three years. ​ Continue reading BT Group Replaces Legacy WFO Solutions with NICE for Contact Centre Revitalization

To Save Lives and Serve Customers, Fraser Health Authority Deploys Genesys to Modernise Contact Centre Operations

Fraser Health Authority, one of Canada’s largest and fastest-growing health care services providers, has deployed PureConnect™, a multichannel engagement offering from Genesys®, the global leader in omnichannel customer experience and contact centre solutions. Continue reading To Save Lives and Serve Customers, Fraser Health Authority Deploys Genesys to Modernise Contact Centre Operations

Optimising the back office is key to maintaining digital transformation, says eg solutions

A new research paper, published by eg solutions, outlines the importance of back office software in managing customer demand in the connected world. The research project, conducted on behalf of eg solutions by Vanson Bourne, surveyed 250 C-level IT business decision-makers in a variety of private and public sector organisations and across a range of key vertical markets. Continue reading Optimising the back office is key to maintaining digital transformation, says eg solutions

DBS leverages Kasisto’s conversational AI platform to launch digibank, an entire bank in the phone, in Indonesia

Kasisto, creators of the leading conversational AI platform for finance, announced that DBS Bank, a leading bank in Asia, launched a groundbreaking, mobile-led bank in Indonesia with KAI Banking powering the virtual assistant conversing in Bahasa Indonesia. Continue reading DBS leverages Kasisto’s conversational AI platform to launch digibank, an entire bank in the phone, in Indonesia

Consilium Simplifies Multichannel Outbound Engagement Strategy with UniCampaign 4.0

Consilium Software announced the general availability of UniCampaign 4.0, an outbound contact manager for Cisco contact centres solutions. Available on Cisco Commerce under Cisco SolutionsPlus, this release builds on Cisco’s Connected Digital Experience (CDX) goal for the Customer Care solutions portfolio to significantly improve multi-channel outbound engagement and proactive outreach. Continue reading Consilium Simplifies Multichannel Outbound Engagement Strategy with UniCampaign 4.0

Startel Announces Merger with Alston Tascom

Startel Corporation, a provider of unified business communications for contact centres and telephone answering services (TAS), announced its merger with Alston Tascom, a provider of premise-based and hosted TAS solutions for call centers. Effective September 1, 2017, Alston Tascom is now a wholly owned business unit of Startel. Continue reading Startel Announces Merger with Alston Tascom

TeleTech to Support the Federal Government in Harvey Recovery

TeleTech, a leading global provider of customer experience, engagement, and growth solutions delivered through its proprietary end-to-end Humanify Customer Engagement as a Service offering announced today that it is providing contract support to the Federal Emergency Management Agency (FEMA) to assist in disaster recovery for Hurricane Harvey survivors. Continue reading TeleTech to Support the Federal Government in Harvey Recovery