Over one million UK jobs at risk from contact centre crisis

Smaller UK contact centres need to “evolve or fail”, according to one of the sector’s leading players. Manchester based allldaypa, the leading contact centre for the SME industry, reports that businesses face a ‘perfect storm’ of market conditions that will cause the profit margins of smaller operators to be wiped out. Continue reading Over one million UK jobs at risk from contact centre crisis

Aspect Software Announces Acceleration of Cloud Business, New Logo Growth, and Significant Momentum for Aspect Via™

Aspect Software announced a surge in customer interest in the company’s cloud solutions. In 2017, new logo wins totaled over 100, driven primarily by cloud-based WFO and contact center solutions. Also significant was the number of customer conversions and new logos for Aspect Via™, the company’s cloud-based customer engagement platform. Continue reading Aspect Software Announces Acceleration of Cloud Business, New Logo Growth, and Significant Momentum for Aspect Via™

Tupl Deploys AI Technology with T-Mobile US

Tupl announced that T-Mobile has deployed its Automated Customer Care Resolution (ACCR) tool. Tupl’s platform uses AI to resolve technically complex and time-consuming issues. The ACCR tool provides T-Mobile’s customer care reps with detailed and easy to understand cause reports and technical resolutions, so they can more quickly serve customers. Continue reading Tupl Deploys AI Technology with T-Mobile US

PageGroup Recruits Thunderhead to Build Effortless Engagement

Thunderhead, the leader in enterprise technology for customer engagement announces that its ONE Engagement Hub (ONE) has been selected by PageGroup to build better relationships with candidates and hiring clients. PageGroup provides specialist recruitment services spanning 25 disciplines, across 36 countries, including businesses ranging from SMEs to global blue-chip organisations. Continue reading PageGroup Recruits Thunderhead to Build Effortless Engagement

NEC’s facial recognition system elevates customer experience at OCBC Bank

NEC Asia Pacific and NEC Corporation announced the successful testing and roll-out of a facial recognition system at OCBC Bank’s Holland Village branch to identify Premier Banking customers. OCBC Bank is one of the first in Singapore’s banking sector to adopt such a system as part of its digital efforts to improve service excellence. Continue reading NEC’s facial recognition system elevates customer experience at OCBC Bank

ConvergeOne Announces Strategic Acquisition of Arrow Electronics’ Systems Integration Business

ConvergeOne, a leading global IT services provider of collaboration and technology solutions announced that it has signed an agreement to acquire Arrow Electronics’ Systems Integration business, specializing in unified communications, contact center, and voice and data technologies. Completion of the transaction is expected to occur within 30 days. Continue reading ConvergeOne Announces Strategic Acquisition of Arrow Electronics’ Systems Integration Business

CNP Technologies Partners with 8×8 to Expand Cloud Communications and Contact Centre Offerings

CNP Technologies announced it has teamed up with 8×8, a leading provider of global cloud communications and customer engagement solutions, to offer the 8×8 cloud-based communications, collaboration, and contact center solution to its midmarket and enterprise customers. Continue reading CNP Technologies Partners with 8×8 to Expand Cloud Communications and Contact Centre Offerings

Sabio wins Avaya’s 2017 Contact Centre Partner of the Year Award

Sabio has announced that it won two out of the nine major channel partner awards presented at the Avaya Edge World Tour event held at London’s Barbican this week. Sabio was selected as Avaya’s 2017 Contact Centre Partner of the Year, and was also chosen for Avaya’s prestigious Project of the Year Award for its success in winning and deploying one of the largest Oceana projects in Europe. Continue reading Sabio wins Avaya’s 2017 Contact Centre Partner of the Year Award