70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks

A new survey of contact centre agents conducted by Semafone reveals the dire state of contact centre data security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention. This exposes organisations to inside and outside security threats, and puts sensitive customer information at risk. Continue reading 70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks

Society for Education and Training appoints Echo to improve online customer service

The Society for Education and Training (SET) is developing its partnership with outsourced customer contact specialist, Echo Managed Services, to continue to improve its online customer service and help boost membership. With over 16,000 members, SET is the largest professional membership organisation for teachers and trainers in the UK. Continue reading Society for Education and Training appoints Echo to improve online customer service

Introducing Medallia for Digital

Medallia announced Medallia for Digital™, a key component of Medallia Experience Cloud™, empowering companies to get a 360 degree view of the customer across all touchpoints. The solution enables companies to capture feedback from customers on the web and mobile and integrate it with data from retail stores, contact centers, and other touch points. Continue reading Introducing Medallia for Digital

8×8 Ranked as the UCaaS Market Share Leader for Midmarket and Enterprise Companies Worldwide

8×8 announced that according to Synergy Research Group, an independent market research firm, 8×8 is the worldwide leader in both revenue and subscriber seats in the midmarket and enterprise segments of the Unified Communications as a Service (UCaaS) industry. Continue reading 8×8 Ranked as the UCaaS Market Share Leader for Midmarket and Enterprise Companies Worldwide

Avaya Appoints Patrick O’Malley as Chief Financial Officer

Avaya announced it has appointed Patrick O’Malley as Senior Vice President and Chief Financial Officer, effective immediately. David Vellequette, who has served as Avaya’s CFO for the past five years, will remain as Senior Vice President of Finance until the end of 2017 to ensure a smooth transition and help complete Avaya’s debt restructuring and public listing efforts. Continue reading Avaya Appoints Patrick O’Malley as Chief Financial Officer

Nespresso improves user experience at boutiques worldwide with guest Wi-Fi service from Orange Business Services

Orange Business Services has been selected as the global supplier of Nespresso’s guest Wi-Fi and internet service, which will be rolled out in most of its standalone boutiques on five continents. The service will help Nespresso bridge its in-store customer experience with its digital channels. Continue reading Nespresso improves user experience at boutiques worldwide with guest Wi-Fi service from Orange Business Services