DWP and Genesys Win Gold in Best Innovation in Business Transformation at the 2017 European Contact Centre & Customer Service Awards

Genesys, the market leader in omnichannel customer experience and contact centre solutions, announced that Department for Work and Pensions (DWP) has been awarded Gold in the Best Innovation in Business Transformation category at the 2017 European Contact Centre & Customer Service Awards (ECCCSA) for its digital transformation programme with Genesys. Continue reading DWP and Genesys Win Gold in Best Innovation in Business Transformation at the 2017 European Contact Centre & Customer Service Awards

National Debt Relief Selects Twilio to Replace Legacy Contact Centre

Twilio, the leading cloud communications platform company, announced that National Debt Relief is replacing its legacy contact center technology and moving all its customer communications to Twilio. In just 90 days, National Debt Relief rolled out a contact center solution built on Twilio’s scalable, secure APIs that will serve 1,300 agents and employees across three service centers. Continue reading National Debt Relief Selects Twilio to Replace Legacy Contact Centre

Malindo air enhances customers experience with Aspect Software’s omni-channel contact centre solution

Malindo Air, recipient of Asia Pacific Regional Airline of the Year, has successfully implemented an Omni-Channel Contact Center Solution from Aspect Software, a leading provider of fully-integrated customer Interaction Management, Workforce Optimization, Self-Service and 6 time recipient of the Frost & Sullivan Asia Pacific Outbound Systems Market Share Leadership Award. Continue reading Malindo air enhances customers experience with Aspect Software’s omni-channel contact centre solution

Pegasystems Earns Best in Biz Award for Second Consecutive Year

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, announced that Pega® Intelligent Virtual Assistant has been named a Bronze winner for Best New Product of the Year in the Enterprise category of the seventh annual Best in Biz Awards. This marks the second consecutive year that a Pega solution has won an award in this category. Continue reading Pegasystems Earns Best in Biz Award for Second Consecutive Year

SpiceCSM Now Available on AWS Marketplace

SpiceCSM, a digital transformation platform for enabling the Customer Engagement Hub, announced its availability on the AWS Marketplace, allowing customers seamless ordering and provisioning of SpiceCSM’s Engagement Suite and Automation Suite products through their Amazon Web Services (AWS) account. SpiceCSM provides a low-code, visual integration and development environment that makes it simple to create complex processes with a unified interface for contact center agents. Continue reading SpiceCSM Now Available on AWS Marketplace

Fusion Wins Two Cloud Services Contracts Valued at More than $1.6 Million

Fusion, a leading provider of cloud services, announced that its advanced cloud voice and connectivity solutions have been selected to improve communications for two major enterprises in the healthcare and hospitality verticals. The customers cited Fusion’s expertise in meeting the specialized requirements of these key industries. Continue reading Fusion Wins Two Cloud Services Contracts Valued at More than $1.6 Million

EPIC Connections Joins NICE inContact DEVone Program to Provide Performance Improvement Services to Contact Centres

NICE inContact announced that EPIC Connections, a global professional services company, has joined the DEVone developer program and provides technology utilization and performance improvement services to contact centers on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Continue reading EPIC Connections Joins NICE inContact DEVone Program to Provide Performance Improvement Services to Contact Centres