Compliance3 partners with PCI Security Standards Council

Compliance 3, a UK based consultancy with extensive experience in assisting companies to achieve and maintain PCI DSS compliance in Contact Centres, announced today that it has joined the PCI Security Standards Council (PCI SSC) as a new Participating Organization. Compliance3 will work with the PCI SSC to help secure payment data worldwide through the ongoing development and adoption of the PCI Security Standards. Continue reading Compliance3 partners with PCI Security Standards Council

IBM and Blue Prism Deliver Digital Workforce Capabilities

As businesses increasingly recognize the opportunity to increase productivity, improve customer experiences and deliver new products and services through intelligent automation, Blue Prism and IBM have joined forces to deliver a secure, scalable and easy-to-use Digital Workforce for enterprises worldwide, such as Walgreens. Continue reading IBM and Blue Prism Deliver Digital Workforce Capabilities

Zappix Announced an Enhanced Visual IVR with Mobile Video and Image Upload Capability for Moishe’s NYC Movers

The new image and video upload capabilities from Zappix allows Moishe’s NYC Movers the ability to offer their customers a better way to interact with them; compared to the old voice menus. They now visually engage customers providing uploading of images and videos during the call. Transforming the Customer Experience (CX) during the booking of a move in a collaborative way with the sales representative using a Visual IVR on their SmartPhone. Continue reading Zappix Announced an Enhanced Visual IVR with Mobile Video and Image Upload Capability for Moishe’s NYC Movers

NICE inContact CXone Rated Highest in Product Satisfaction by Customers in DMG Consulting Report

NICE inContact announced that CXone cloud customer experience platform received the highest average product satisfaction rating from its customers, according to a new report by contact center and back-office research and consulting firm DMG Consulting LLC. Continue reading NICE inContact CXone Rated Highest in Product Satisfaction by Customers in DMG Consulting Report

New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications

Verint® announced that it has been named the global leader for WFO software by Pelorus Associates in the firm’s new Understanding the Global Market for Workforce Optimization Solutions report. In this analysis, Verint is cited for more than 43 percent worldwide market share, as well as for holding the leading market share for interaction recording and quality management, core applications of workforce optimization suites according to Pelorus Associates. Continue reading New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications

Smarsh Adds Voice Archiving Offering With Acquisition of London-based Cognia

Smarsh®, providing information archiving solutions for compliance, e-discovery and risk management, has completed the acquisition of Cognia, a worldwide leader in cloud-based voice archiving, audio search and analytics. Smarsh will leverage Cognia’s intellectual property and development resources to offer its global customer base enhanced capabilities around mobile and fixed-line voice communication – alongside a market-leading range of electronic communications – within The Archiving Platform. Continue reading Smarsh Adds Voice Archiving Offering With Acquisition of London-based Cognia

NICE Partners with Brightstar, Expanding Investment in the Southeast Asia Market

NICE announced a new strategic partnership with Brightstar India, a leading mobile device and IT infrastructure management company. The collaboration will support a regional launch of NICE Uptivity, the comprehensive scalable workforce optimization solution for the small and medium-sized enterprise (SME) market. Continue reading NICE Partners with Brightstar, Expanding Investment in the Southeast Asia Market

Jefferson County, Colorado Selects NICE Inform for New Consolidated 9-1-1 Centre Merging Eight Regional Centres

NICE announced that the Jefferson County Consolidated Communications Center Authority (JeffCom) will be deploying the full suite of NICE Inform communications recording and incident intelligence solutions to ensure the highest levels of service and public safety for residents of Jefferson County, Colorado. Continue reading Jefferson County, Colorado Selects NICE Inform for New Consolidated 9-1-1 Centre Merging Eight Regional Centres