Marks & Spencer extends customer contact partnership with Capita by five years

Marks & Spencer has extended its longstanding digital customer contact partnership with Capita by a further five years. The contract renewal and expansion commences April 2018 and is worth approximately £70m over the contract term. Capita will continue to provide quality customer service support for marksandspencer.com across voice, online and webchat channels from its existing award-winning teams, including those based in Preston Brook in the UK. Continue reading Marks & Spencer extends customer contact partnership with Capita by five years

Reconomy selects Natterbox for new telephony system native in Salesforce™

Reconomy, the UK’s market-leading provider of outsourced recycling and resource management services, announced that after evaluating solutions from NewVoiceMedia and Mitel, it has selected Natterbox to deliver a market leading telephony system, 100% embedded and managed in Salesforce™. Continue reading Reconomy selects Natterbox for new telephony system native in Salesforce™

Ascensos Expands European Operations

Ascensos, the Scottish-based contact centre management specialist, has opened a new customer contact centre in Bucharest, Romania. The new facility is located within the state of art Frunzei building in central Bucharest and represents an initial investment of over £500,000. The opening ceremony was carried out by Ascensos’s Exceutive Chairman, Dermot Jenkinson. Continue reading Ascensos Expands European Operations

West’s Unified Communications Services achieves full native integration of Cloud Contact Centre for Microsoft Skype for Business users in the enterprise

West’s Unified Communications Services (West) announced that it has become the first Microsoft® Gold Communications Global Partner to achieve full native integration of a cloud contact centre platform into Microsoft® Skype for Business and Microsoft Teams. Continue reading West’s Unified Communications Services achieves full native integration of Cloud Contact Centre for Microsoft Skype for Business users in the enterprise

Centile ISTRA platform selected by Pure Cloud Solutions to drive Fixed-Mobile Communications in the UK

Centile, one of Europe’s leading providers of Cloud PBX, Fixed-Mobile Convergence and unified communications for cloud service providers, has announced that it has been selected by Pure Cloud Solutions (PCS), a UK provider of cloud solutions, as its main unified communications (UC) vendor to deliver innovative voice, collaboration and communication solutions to its direct and UK reseller base. Continue reading Centile ISTRA platform selected by Pure Cloud Solutions to drive Fixed-Mobile Communications in the UK

PCI Pal urges firms to stop capturing payment card data to limit future risk

Following news reports* that suggest the smartphone manufacturer, OnePlus, is currently investigating alleged cases of credit card fraud as a result of a potential flaw in its payment processing systems, PCI Pal is urging businesses to step-up protection so sensitive customer payment data does not enter a business’ infrastructure or call centre, to therefore reduce exposure to such risk. Continue reading PCI Pal urges firms to stop capturing payment card data to limit future risk

Thalasia starts the digital transformation of its services with Vodafone

Thalasia, hotel and seaside resort, has started a digital transformation process with Vodafone that will allow it to provide a more efficient and personalized service to its customers. Thalasia is a modern and innovative thalassotherapy spa with solutions based on the power of the sea water, its needs for recovery of health, relaxation and body care. Continue reading Thalasia starts the digital transformation of its services with Vodafone

Helpshift Brings on Chief Marketing Officer Paul Sebastien and Vice President of Business Development Chuck Coulson

Helpshift, the company revolutionizing the customer service industry through AI and chatbot-powered digital support announced the addition of Chief Marketing Officer Paul Sebastien and Vice President of Business Development Chuck Coulson to the company’s leadership team. Continue reading Helpshift Brings on Chief Marketing Officer Paul Sebastien and Vice President of Business Development Chuck Coulson

Teleperformance Wins Frost & Sullivan Company of the Year Awards for Asia Pacific, Europe and North America Regions

Teleperformance, the worldwide leader in omnichannel customer experience management announced it received three prestigious Contact Center Outsourcing Company of the Year Awards from Frost & Sullivan, recognizing its entire regional operations in Asia Pacific, Europe and North America. Continue reading Teleperformance Wins Frost & Sullivan Company of the Year Awards for Asia Pacific, Europe and North America Regions