All posts by Sam Heggie-Collins

Bank Administration Institute Selects XO Communications solution

XO Communications today announced that the Bank Administration Institute (BAI), a financial services association and leading industry partner for information and intelligence, has selected XO Enterprise Cloud to streamline its data backup and disaster recovery processes and to support the organization’s large storage capacity requirements. An enterprise grade, high-performance cloud solution, XO Enterprise Cloud leverages Tier III data centers and the XO nationwide network to offer high availability infrastructure-as-a-service (IaaS) offerings that enable BAI to virtualize and replicate their systems.  Continue reading Bank Administration Institute Selects XO Communications solution

New research from Magnetic North reveals top five call centre challenges for 2014

Contact centre managers are putting multiple customer communication channels at the top of their priority list in 2014. A survey by leading cloud-based contact centre solutions provider Magnetic North, has found that 44% see managing customer experience across multiple channels as a key challenge of the next year, while 40% are concerned about ensuring technology keeps pace with changing customer behaviour. However there are some stark differences in challenges reported between organisations using cloud-based vs. on premise contact centre solutions.  Continue reading New research from Magnetic North reveals top five call centre challenges for 2014

Simplify360 Launches Next-Generation Social Media Contact Centre 2.0 for BPO

With rapidly changing relationships between customers and businesses, the BPO industry is having difficulties in adapting with the new ways of communicating with customers. As the manpower increases, the over-head costs increase at an exponential rate.  Continue reading Simplify360 Launches Next-Generation Social Media Contact Centre 2.0 for BPO

Convergys to Acquire Stream for $820 Million

Convergys Corporation (NYSE: CVG) and Stream Global Services, Inc., both premier providers of customer management services, today announced entry into a definitive merger agreement under which Convergys will acquire Stream for a total enterprise value of $820 million in cash, subject to certain adjustments, from funds managed by Ares Management and Providence Equity Partners, as well as from LiveIt, the BPO investment arm of Ayala Corp. Convergys also announced the transaction is expected to add approximately $0.35 in diluted earnings per share (EPS) in the first 12 months after close, excluding one-time charges, intangible amortization and integration costs.  Continue reading Convergys to Acquire Stream for $820 Million