All posts by Sam Heggie-Collins

Transcom Centralizes & Scales Global Contact Center and Innovates for Omnichannel Service with Avaya

PRESS RELEASE: Avaya announced that Transcom, a global business process outsourcer (BPO), has upgraded its large, multinational contact center operation, building on Avaya Customer Engagement Solutions to drive rapid innovation and help the company advance to digital, omnichannel services. Continue reading Transcom Centralizes & Scales Global Contact Center and Innovates for Omnichannel Service with Avaya

NICE Optimizes Algar Tech’s Back Office Services with Real-Time Insights

PRESS RELEASE: NICE announced that Algar Tech, a Brazil-based business process outsourcer, has expanded its long-term partnership with NICE to bring the deep performance visibility of NICE Real Time Activity Monitoring (RTAM) and the optimization of NICE Workforce Management (WFM) into its back office operations. As a result, the company has seen rapid and dramatic improvements in employee productivity and process efficiency, significantly increasing cost-effectiveness across its operations. Continue reading NICE Optimizes Algar Tech’s Back Office Services with Real-Time Insights

Fuze Selected by iPayment, Inc. to Enhance its Communications Stack

PRESS RELEASE: Fuze, the leading cloud-based communications solution for the modern global enterprise announced it was selected by iPayment, Inc. to enhance its communications stack, improving the overall support and engagement experience for iPayment’s small- and medium-sized business (SMB) customers and partners. Continue reading Fuze Selected by iPayment, Inc. to Enhance its Communications Stack

Semafone announces record growth for 2016

PRESS RELEASE: Semafone reported significant growth for 2016, including a 65% increase in revenue to £8.3 million and the rapid enlargement of its worldwide customer base of blue-chip Fortune 500 & FTSE 100 clients. The company also reported a double breakthrough: it has gained traction in key overseas markets ¬ – most notably North America, which now accounts for 49% of revenues – and has achieved success with its fast growing network of cloud-based channel partners, which includes BT and Gamma in the UK. Continue reading Semafone announces record growth for 2016

GBG acquires PCA Predict to become global leader in address intelligence

PRESS RELEASE: GBG, the identity data intelligence specialist today announced it has acquired PCA Predict (formerly Postcode Anywhere), a leading provider of UK and international address validation services, for £66m. With over 9,000 customers, PCA processes millions of transactions every day for some of the world’s largest ecommerce companies. Continue reading GBG acquires PCA Predict to become global leader in address intelligence

How to make web chat work for your contact centre

puzzel logoThe Web Chat promise delivers in so many ways. It guarantees a seamless digital experience, offering near real-time communication in a highly personalised way. It may come as no surprise therefore that web chat is one of the most popular channels for customer interaction used by 39 percent of UK customer service organisations.[i] Continue reading How to make web chat work for your contact centre