Talkdesk to assist veterans charity with cloud contact centre solution

Talkdesk, the enterprise contact centre platform, was selected by Wounded Warrior Project® (WWP) as its contact centre solutions provider. WWP, a national, nonpartisan organization, top rated by Charity Navigator, helps veterans and service members who incurred a physical or mental injury, illness or wound. WWP’s warrior Resource Center will use this platform to more efficiently connect, serve and empower wounded warriors. Continue reading Talkdesk to assist veterans charity with cloud contact centre solution

Pindrop Launches Voice Identity Platform for IoT, Voice Assistants, Smart Homes and Offices, and Connected Cars

Pindrop®, the pioneer in voice security and authentication at CES 2019 announced the launch of its Voice Identity Platform to extend its proven enterprise-grade technology beyond the call center and into the Internet of Things (IoT), voice assistants, smart homes and offices, and connected cars. Continue reading Pindrop Launches Voice Identity Platform for IoT, Voice Assistants, Smart Homes and Offices, and Connected Cars

Aspect Software to be acquired by Vector Capital

Aspect, a leading provider of fully integrated customer engagement, workforce optimisation, and self-service omni-channel solutions announced it has entered into a definitive merger agreement to be acquired by Vector Capital, a leading private equity firm specialising in transformational investments in established technology businesses. Continue reading Aspect Software to be acquired by Vector Capital

Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data

Freshworks, a global leader in customer engagement software announced the results of a business metrics research project suggesting that businesses aren’t gaining full value from their service desk data. The joint research ‘Measuring and Making Most of Service Desk Metrics’ provides insights into what metrics organizations are measuring, how often they produce reports and what they do with the data. Continue reading Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data

West Corporation Divests Remaining Legacy Call Centre Operations

West Corporation, a global leader in technology-enabled services announced its Board of Directors has approved the divestiture of West Revenue Generation Services, LLC (“WRGS”) via a dividend transaction to its shareholders, effective January 1, 2019. Going forward, WRGS will operate as an independent company from West and continue to be owned by affiliates of Apollo Global Management, LLC. Continue reading West Corporation Divests Remaining Legacy Call Centre Operations

Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software

Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape. Continue reading Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software