NICE Working with Western Union to Improve the Customer Experience

NICE Systems announced that the Western Union Company is rolling out its Customer Interaction Management solutions to leverage customer insights and deliver an enhanced experience across the company’s global Customer Care Centers. Western Union, a leader in global payment services, selected NICE’s analytics-based solutions as part of a new technology initiative to bolster its customer-centric service model. Continue reading NICE Working with Western Union to Improve the Customer Experience

Multinational appliance manufacturer selects eGain Cloud to power multichannel customer engagement

logo_egaineGain, the leading provider of cloud-based customer engagement solutions announced that a leading European home appliance manufacturer has selected eGain to unify customer engagement across international markets and brands. Continue reading Multinational appliance manufacturer selects eGain Cloud to power multichannel customer engagement

Be Part of the Cloud-Enabled Infrastructure Evolution or Lose Your Competitive Edge

Speaking at Cloud Expo Europe in London, Nathan Bell, Director of Marketing, Products and Pricing at Telstra Global, told the packed conference that having cloud-enabled managed hosting will eliminate many of the overheads associated with traditional ICT, making it a crucial investment for any enterprise which hopes to succeed in the near future. Continue reading Be Part of the Cloud-Enabled Infrastructure Evolution or Lose Your Competitive Edge

Symitar Teams with Adapt, Brings All-in-One Contact Center and IP PBX Platform to Credit Unions

Symitar®, a Jack Henry & Associates, Inc. ®, company, and Adapt Telephony Services, LLC, an Interactive Intelligence Platinum Elite Partner, today announced a strategic partnership that positions Adapt as Symitar’s unified contact center partner serving credit unions. Continue reading Symitar Teams with Adapt, Brings All-in-One Contact Center and IP PBX Platform to Credit Unions

Aspect takes ‘omni-channel’ beyond retail at Connected Business 2014

aspect-logo-std-full-RGBTaking inspiration from the retailing industry, Aspect Software is showing delegates at Connected Business 2014 how every market can go omni-channel – from financial services to utilities – in an increasingly consumer-driven world. For the first time, visitors to the show will see how their customer service can embrace the concept and strategy of omni-channel, as Aspect showcases the fruits of its acquisitions throughout 2013. Continue reading Aspect takes ‘omni-channel’ beyond retail at Connected Business 2014

Genesys Delivers Record Growth and Innovation in 2013

Geneys_logoGenesys, a leading provider of customer experience and contact center solutions announced record performance for 2013. In its second year as an independent company, Genesys achieved record growth, with 2013 revenue surpassing $740 million (representing over 20 percent annual growth) and EBIT surpassing $200 million (representing over 15 percent annual growth). Continue reading Genesys Delivers Record Growth and Innovation in 2013

NewVoiceMedia continues its expansion with appointment of VP Sales NA West

NVM logo jpgNewVoiceMedia, a leading provider of cloud contact center solutions, has appointed E.J. Tague as Vice President Sales, North America Western Region. Tague joined with more than 15 years’ sales experience from both large enterprises and start-up companies. Most recently he held the position of Senior Director of Sales at Kontagent, prior to which he spent eight years at RightNow Technologies and Oracle where he managed an enterprise team of sales representatives and regional managers. Continue reading NewVoiceMedia continues its expansion with appointment of VP Sales NA West

JTN Research Extends Commitment to Confirmit to Support Triple-Digit Growth and Major Expansion

Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research is pleased to announce that JTN Research has placed Confirmit at the center of its business development plans with a further three year investment in the solution. Continue reading JTN Research Extends Commitment to Confirmit to Support Triple-Digit Growth and Major Expansion

ASC’s WFO Solution Selected by Italian Financial Firm, GERI HDP, to Improve Customer Experience

ASC announced the successful implementation of its workforce optimization (WFO) and VoIP recording solutions for GERI HDP, an advanced credit and risk management company based in Milan, Italy, with more than 600 employees. Continue reading ASC’s WFO Solution Selected by Italian Financial Firm, GERI HDP, to Improve Customer Experience