Sentiment Raises £1 Million to Take Social to the Contact Centre

Sentiment, (the trading name of Macranet Ltd), the social intelligence and engagement platform, announced today it has secured £1 million in a Series A financing led by Elderstreet Investments, with participation from AIM listed technology company Netcall plc. The funding will accelerate the company’s growth strategy.  Continue reading Sentiment Raises £1 Million to Take Social to the Contact Centre

Vocalcom Introduces its Next-generation of Contact Center Software Solutions

The new solutions which include innovations in mobile and social engagement, rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences can help businesses more effectively manage customer experiences in an always-on world. These advancements drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations. The new release of Vocalcom contact center software allows you to deliver revolutionary customer service from anywhere, anytime, on any device.  Continue reading Vocalcom Introduces its Next-generation of Contact Center Software Solutions

Aspect Software Signs up Leading Realtor Lodha Group to Enhance Customer Experience

aspect-logo-std-full-RGBAspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that Lodha Group, the largest real estate company in the India, will implement Aspect® Unified IP® 7.2, a comprehensive solution with voice blend, IVR, call recording and quality management capability with tight CRM integration.  Continue reading Aspect Software Signs up Leading Realtor Lodha Group to Enhance Customer Experience

Santander and Vizolution named as finalists for 2014 Customer Contact Innovation Awards

Santander and Vizolution have jointly been selected as finalists for the 2014 Customer Contact Innovation Awards. The firms were nominated following the introduction of Vizolution’s vScreen solution into Santander’s Telephone Distribution division for credit cards.  Continue reading Santander and Vizolution named as finalists for 2014 Customer Contact Innovation Awards

Microsoft acquires Parature to add leading customer self-service suite to Microsoft Dynamics CRM

Microsoft Corp. on Tuesday announced that it has reached a definitive agreement to acquire Parature, a leading provider of cloud-based customer engagement solutions. The acquisition will add world-class customer self-service capabilities to further accelerate the Microsoft Dynamics vision of helping organizations deliver amazing customer experiences.  Continue reading Microsoft acquires Parature to add leading customer self-service suite to Microsoft Dynamics CRM

Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

Research published today by Genpact Limited, a global leader in transforming and running business processes and operations, reveals a tangible shift in personal banking preferences in Britain – away from bank-staff driven and toward customer self-directed services. The survey of 2,337 adults living in Britain, conducted by YouGov, revealed that close to two thirds (64%) of people online who hold a current account with a bank or building society would prefer to conduct their banking online or via a mobile application compared to just 29% who prefer telephone or in-branch banking.  Continue reading Genpact UK Survey Points to the Demise of the Bank Call Centre and Rise of the Virtual Bank

Health Management Solution Company Select inContact to Unify Multi-Location Contact Centre Operation

inContact-hi-rezinContact, the leading provider of cloud contact center software and contact center agent optimization tools announced that a leading health management solutions company has selected inContact to unify contact center operations across ten locations and 200 contact center agents. The company supports a broad spectrum of healthcare providers, payers and their patients with technology-enabled management services.  Continue reading Health Management Solution Company Select inContact to Unify Multi-Location Contact Centre Operation

HGS UK Voted ‘2013 North West Employer of the Year’

HGS UK’s Retention and Loyalty Centre of Excellence based in Preston, Lancashire has been awarded the title of ‘‘Smart Training and Recruitment Employer of 2013 for the North West region’, by Smart Training, one of UK’s largest specialist training providers. The recognition comes in the wake of the Preston centre successfully completing a year-long ‘contact centre apprenticeship scheme’ for a number of its staff members.  Continue reading HGS UK Voted ‘2013 North West Employer of the Year’