PRESS RELEASE: Kustomer, the new leader in CRM for support teams announced a global partnership and integration with Talkdesk, a leading contact center software provider. Companies can now seamlessly utilize the powerful, award-winning cloud-based call-center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer platform. Continue reading Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality
All posts by Sam Heggie-Collins
Chris Doutney joins the Civica Group to lead the newly formed Civica Digital business
PRESS RELEASE: The Civica Group, a market leader in business-critical software applications, digital solutions and outsourcing services, has strengthened its leadership team with the appointment of Chris Doutney as Managing Director of its newly launched Civica Digital business. Continue reading Chris Doutney joins the Civica Group to lead the newly formed Civica Digital business
IMImobile launches new chatbot solution for Contact Centres
PRESS RELEASE: IMImobile, a cloud communications software and solutions provider that helps companies use mobile and digital technologies to engage with customers, today announces the launch of IMIbot.ai, its automated end-to-end chatbot customer engagement solution. The fully managed solution builds on the success of IMImobile’s existing chatbot technology and is designed to work with multiple messaging channels such as SMS, Facebook Messenger, WhatsApp, Skype and AI engines like Amazon Alexa. Continue reading IMImobile launches new chatbot solution for Contact Centres
A Space Odyssey – The critical challenges facing your expanding contact centre business
Phil Sugden, Portal Group UK’s Sales & Marketing Director, discusses the challenges facing fast-growing contact centre businesses looking to expand or relocate and how Portal’s Managed Office Solutions concept enabled Hastings Direct to seamlessly deliver a new UK customer service hub. Continue reading A Space Odyssey – The critical challenges facing your expanding contact centre business
New Release of NICE Engage Omnichannel Recording Platform Lets Organizations Deliver a Consistent Customer Experience across All Interaction Channels
PRESS RELEASE: NICE announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact center systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver greater integration with third party technologies and business applications. Continue reading New Release of NICE Engage Omnichannel Recording Platform Lets Organizations Deliver a Consistent Customer Experience across All Interaction Channels
Workforce Engagement Management – what does it really mean?
Olle Düring, CEO of Teleopti outlines three steps to put the Voice of the Employee at the heart of your contact centre… According to world-leading industry analysts Gartner,[i] “organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated.” Continue reading Workforce Engagement Management – what does it really mean?