Isher Capital portfolio of contact centres powers ahead with acquisition plans as Group turnover passes £30 million mark

Growth for outsourcing specialists alldayPA and The Call Centre Group, the leading contact centres for the SME industry, has put the Isher Capital portfolio of contact centre businesses on track to reach its ambitious growth plans, as its turnover swells beyond the £30 million milestone. Continue reading Isher Capital portfolio of contact centres powers ahead with acquisition plans as Group turnover passes £30 million mark

Aquila Heywood adopts an ITIL-driven approach with Sunrise Software to meet changing customer needs

Sunrise Software, a leading supplier of IT service management (ITSM) software announced that Aquila Heywood, the UK and Ireland’s largest pensions administration software provider, is using Sunrise ITSM. Sunrise ITSM allows Aquila Heywood to support its customers and help them ensure that millions of pounds of pensions are paid every month through an ITIL-aligned approach to service management. Continue reading Aquila Heywood adopts an ITIL-driven approach with Sunrise Software to meet changing customer needs

Medallia Extends Its Market Leadership with Launch of AI-Powered Next Generation Offering

Medallia announced multiple innovations to its award-winning platform, Medallia Experience Cloud™. During its flagship event, Experience ’18, the premier global customer experience conference, Medallia unveiled cutting-edge new capabilities and functionality, including the launch of Medallia Conversations and Medallia VoC Anywhere both powered by Medallia Athena, artificial intelligence for customer experience. Continue reading Medallia Extends Its Market Leadership with Launch of AI-Powered Next Generation Offering

Pega Partners with LinkedIn Sales and Marketing Solutions to Better Engage Potential Buyers

Pegasystems announced an agreement with LinkedIn Sales Navigator and LinkedIn Matched Audiences to integrate with Pega® Sales Automation and Pega® Marketing software. With access to LinkedIn capabilities within Pega applications, Pega clients now have a convenient and powerful way to connect with potential buyers, inform their sales and marketing strategies, and close more deals. Continue reading Pega Partners with LinkedIn Sales and Marketing Solutions to Better Engage Potential Buyers

Serenova Empowers the Contact Centre with Integrated Performance Management Solution

Serenova announced a new performance management, gamification, and agent engagement solution designed for the contact center. CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to provide supervisors insight into contact centres operations while empowering agents with the tools they need for self-improvement. Continue reading Serenova Empowers the Contact Centre with Integrated Performance Management Solution

Modernizing the Customer Experience

Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver dynamically scalable, flexible and reliable voice technologies, announces the availability of Blueworx CX as part of a partnership with Aspect Software. Aspect is an award-winning cloud provider of fully integrated consumer engagement, workforce optimization and self-service solutions. Continue reading Modernizing the Customer Experience

Five9 Spring Release 2018: Practical AI for the Contact Centre and Portfolio Wide Enhancements

“Good morning, Sophia! I see you are contacting us about an overcharge. Given you are a valued customer, I will credit the charge for this month’s bill. Is there anything else I can help you with?” Have you ever had this experience calling a company where they already know you, know exactly why you are calling, and resolves your issue in a minute? Continue reading Five9 Spring Release 2018: Practical AI for the Contact Centre and Portfolio Wide Enhancements