95% of consumers say contact centres fall short on first contact resolution

PRESS RELEASE: The overwhelming majority of consumers (95%) do not always get the resolution they are looking for the first time they make contact with organisations, latest Censuswide research commissioned by Netcall has shown. Just 5% of UK consumers polled confirmed that customer service teams consistently deliver on service, with the rest expecting to make contact again. Continue reading 95% of consumers say contact centres fall short on first contact resolution

Vee24 First to Offer Live Voice and Video Together on Mobile Browsers

PRESS RELEASE: Vee24, a provider of live video assistance solutions to leading brands including Land Rover, DFS, Fox Sports, Mattress Firm and Schuh, today announced that it is the first vendor to offer live voice and video delivered into iOS browsers. Now, consumer-facing brands can offer complete live video assistance through mobile devices to further enhance their customer experience across all of their channels. Continue reading Vee24 First to Offer Live Voice and Video Together on Mobile Browsers

Verint Forms Global Strategic Partnership with Unify

PRESS RELEASE: Verint® Systems Inc. today announced that it has formed a global strategic partnership with Unify, a leading enterprise communications software and services firm. The relationship extends the reach and availability of Verint Workforce Optimization™ (WFO) solutions into enterprise contact centers, or customer engagement centers, on a global basis. Continue reading Verint Forms Global Strategic Partnership with Unify

NewVoiceMedia’s cloud contact centre technology helps Canadian Cancer Society in Saskatchewan increase charitable donations by 40%

PRESS RELEASE: NewVoiceMedia, a leading global provider of cloud contact centre solutions announced that the Canadian Cancer Society in Saskatchewan is using its ContactWorld technology to increase donations and engagement, further enabling its mission to eradicate cancer and improve the quality of life of those affected by it. Continue reading NewVoiceMedia’s cloud contact centre technology helps Canadian Cancer Society in Saskatchewan increase charitable donations by 40%

Aspect Software Repairs Broken Mobile Customer Experience With Mobility Suite

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced the launch of Aspect Mobility Suite, a solution suite that integrates the mobile customer experience with existing customer care infrastructure in the contact centre. Continue reading Aspect Software Repairs Broken Mobile Customer Experience With Mobility Suite