Business Systems awarded on to the G-Cloud 10 Framework Helping Boost UK Public Sector Move to the Cloud

Business Systems (UK) Ltd, a leading provider of Call Recording and Workforce Optimisation solutions with a 30 year history in quality monitoring, analytics, workforce management and cloud contact centre technology, has once again been awarded a place on the G-Cloud 10 framework for the supply of cloud-based software to the Public Sector. Continue reading Business Systems awarded on to the G-Cloud 10 Framework Helping Boost UK Public Sector Move to the Cloud

Salesforce Delivers the Next Generation of Service Cloud Einstein

Salesforce announced the next generation of Service Cloud Einstein, combining the world’s #1 CRM with guided processes and powerful artificial intelligence to transform the customer service experience. Companies can now leverage Einstein Bots for Service to automate routine service requests and enable frictionless agent handoffs. Lightning Flow for Service empowers businesses with tools to quickly design and automate customer engagement processes. And Einstein Next Best Action empowers agents by delivering intelligent recommendations and offers for customers. Continue reading Salesforce Delivers the Next Generation of Service Cloud Einstein

Customer analytics can ‘significantly’ improve bottom line, but most brands still fall short of applying it in real time, per new study

With the convergence of digital technologies, such as artificial intelligence (AI) and the internet of things (IoT), opportunities are surging for brands to use advanced analytics to learn – and deliver on – what their customers expect in any given moment and place. A new study, conducted by Harvard Business Review Analytic Services and sponsored by SAS, Intel and Accenture Applied Intelligence, reports that companies using customer analytics are already achieving notable gains. Continue reading Customer analytics can ‘significantly’ improve bottom line, but most brands still fall short of applying it in real time, per new study

Noble Systems Receives New Patents and Awards for Contact Centre Technology Innovations

Noble Systems Corporation, a global leader in unified contact centre technology solutions, a global leader in omnichannel contact centre technology solutions, announces new patents and awards for the company’s contact management, workforce engagement, and analytics products. The company’s current portfolio includes over 160 patents. Continue reading Noble Systems Receives New Patents and Awards for Contact Centre Technology Innovations

Global Technology Company Cherwell Software Opens New European Research and Development Centre in Dundee

Cherwell Software announced the opening of their new European research and development centre in Dundee, Scotland. The office is initially employing 16 development staff with plans to grow the team in line with company expansion. Operating under the leadership of local Dundonian Fraser Patullo, the R&D centre is the first international satellite to the company’s technology team, which is based in Colorado Springs and led by Chief Product Officer Steve Rodda. Continue reading Global Technology Company Cherwell Software Opens New European Research and Development Centre in Dundee

Three ways to leverage Workforce Management and drive ROI

When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience. Ben Willmott of Teleopti explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize your return on investment (ROI) Continue reading Three ways to leverage Workforce Management and drive ROI

SICOM Doubles Footprint with 300 Seats on Talkdesk Enterprise Contact Center Platform

Talkdesk, the fastest growing Contact Centre as a Service provider, announced that SICOM Systems, Inc., a leading best-of-breed provider of end-to-end technologies and services for quick service and fast casual restaurants, has expanded to 300 seats on Talkdesk’s enterprise contact centre platform. Continue reading SICOM Doubles Footprint with 300 Seats on Talkdesk Enterprise Contact Center Platform