All posts by Sam Heggie-Collins

comScore and Acxiom to Make Real-Time Multi-Channel Marketing Measurement a Reality

comScore, Inc., a leader in measuring the digital world, and Acxiom®, the leading enterprise data, analytics and software-as-a-service company, today announced a strategic partnership to enhance the granularity and speed of delivering their respective audience reporting and 1:1 multi-channel marketing capabilities. Continue reading comScore and Acxiom to Make Real-Time Multi-Channel Marketing Measurement a Reality

Q-Suite Offers new contact centre enhancements to its Web Services API

Indosoft Inc., the developers of Q-Suite, announces enhancements to its web services API for enabling real-time access of the contact center ACD activity data for CRM applications. The web service API calls have also been extended to support JSON and YAML along with XML. With this, a CRM application can now invoke appropriate web service calls to pull on-going call information and agent activity details. Continue reading Q-Suite Offers new contact centre enhancements to its Web Services API

Teradata Customer Interaction Manager 7 now includes Embedded Predictive Analytics

Teradata Corp., the leading analytic data platforms, marketing applications and services company, today announced immediate global, cloud-based availability of the newest version of its industry-leading Campaign Management solution for data-driven marketing — Teradata Customer Interaction Manager. Continue reading Teradata Customer Interaction Manager 7 now includes Embedded Predictive Analytics

Gamma SIP Trunks gain Microsoft Lync 2013 interop status

Gamma is pleased to announce the successful completion of Microsoft’s Unified Communication Open Interoperability Program (UCOIP), which now accredits Gamma SIP Trunks as being certified for connection to Microsoft Lync 2013. This follows Gamma’s earlier Lync 2010 accreditation which saw Gamma become one of the UK’s first SIP providers to gain such certification. Continue reading Gamma SIP Trunks gain Microsoft Lync 2013 interop status

Promero Announces New Speech Analytics On Demand Program with CallMiner

Promero, Inc., a leading reseller and hosting provider of call center software announced a new Speech Analytics On Demand program. The new program gives contact centers the ability to maximize call center agent performance and immediately improve business by using Promero’s hosted speech analytics solution that is affordable, scalable and easy to implement. Continue reading Promero Announces New Speech Analytics On Demand Program with CallMiner

RESPONSE employees shine at the glitzies

RESPONSE, one of the UK’s leading contact centres located in Glasgow, has staged its third annual awards ceremony in recognition of the hard work its employees have delivered over the last year.14 awards in total were up for grabs at the ‘Glitzies’ event in Glasgow’s Crowne Plaza hotel; with leading TV and Radio personality Tam Cowan appearing as special guest host for the event. Continue reading RESPONSE employees shine at the glitzies

Pindrop Security adds voice biometrics to phone fraud prevention kit

Pindrop Security, the pioneer in phone fraud prevention and call centre authentication for banks and enterprise call centres, today announced the availability of Pindrop Security’s Fraud Detection System version 2.0, which adds voice biometrics to Pindrop’s patent-pending Phoneprinting™ technology. Continue reading Pindrop Security adds voice biometrics to phone fraud prevention kit

Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership

Intradiem, the leading provider of intraday management solutions, and Call Design Inc. have partnered to improve contact center productivity, agent performance and the customer experience for organizations in North America, Europe and Asia/Australia by leveraging both intraday management and workforce optimization technologies. Continue reading Intradiem Expands Global Reach through Workforce Optimization Specialist Call Design Partnership

Utilities Modernize Customer Experience With SAP

Delivering an exceptional customer experience is key to improving service and agility in the utility industry. SAP AG continues to lead its utility customers through a market transformation, including the need to be more customer-centric than ever before. With the explosion of social media and mobile devices, combined with more extreme weather that can affect service, today’s customers demand better, even proactive, communication through multiple channels. Continue reading Utilities Modernize Customer Experience With SAP

IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange

IntelliResponse today announced it has launched “IntelliResponse Virtual Agent (VA) for Salesforce” on Salesforce1 AppExchange, empowering businesses to connect with customers, partners and employees in entirely new ways. The new app and integration bring an enterprise-grade virtual agent technology solution to the Salesforce Service Cloud to help both consumers and contact center agents find a single right answer to their questions across digital and agent channels. Continue reading IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange