VIA, known for their Skype for Business and Contact Centre services have been selected onto the G-Cloud 10 framework supplier list under the Crown Commercial Service. G-Cloud 10 enables public sector organisations to buy VIA UC and VIA Contact Centre, the Skype for Business based unified communications services. Continue reading VIA Targets the Public Sector with G-Cloud 10 approval
Daily Archives: July 24, 2018
8×8 Selects Confirmit to Deliver Deeper Customer Insights
Confirmit has been chosen by 8×8, Inc., a leading provider of cloud phone, meeting, collaboration and contact centre solutions, to power its online and telephone surveys within its Voice of the Customer programme. 8×8 selected Confirmit Horizons to replace its existing software due to the strength of Confirmit’s technology, flexibility, competitive offering and ability to be scaled globally. Continue reading 8×8 Selects Confirmit to Deliver Deeper Customer Insights
Lithium Offers Apple Business Chat Integration to Provide Convenient, Personal Messaging
Lithium Technologies, the leading platform for enabling brands to support, serve and engage customers, announced its support for Apple Business Chat, allowing Lithium customers to meet hundreds of millions of iOS customers where they are — on one of the most exciting new channels in the rapidly expanding messaging market. Continue reading Lithium Offers Apple Business Chat Integration to Provide Convenient, Personal Messaging
DevOps adoption will accelerate over the next two years as businesses focus on application-centric approaches, finds Claranet
New research commissioned by managed services provider Claranet has revealed that there is significant appetite for embracing a DevOps approach to services at businesses across Europe, with many looking to scale up their efforts as part of a wider application-first philosophy. Continue reading DevOps adoption will accelerate over the next two years as businesses focus on application-centric approaches, finds Claranet
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely as one less satisfied to meet key performance metrics such as average handling time, customer satisfaction scores, and first-contact resolution rates. Continue reading Why Agent Engagement Hinges on Tool Effectiveness
Canary Selects Bright Pattern’s Cloud Contact Center Solution to Provide Top-Tier Omnichannel Customer Service
Canary offers a home security device that connects to a user’s smartphone so that customers can check the security of their home on the go. Canary was founded in 2013 and its flagship product is now available in more than 8,000 retail stores across North America and Europe. Continue reading Canary Selects Bright Pattern’s Cloud Contact Center Solution to Provide Top-Tier Omnichannel Customer Service