14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14 top tips to implement a successful web chat policy. These tips were compiled from a webinar hosted by Genesys where 256 attendees discussed the value of web chat and the ways to make it work.  Continue reading 14 tips for 2014 to make web chat work

Heartland Dental Deploys Interactive Intelligence All-in-One IP Communications Software Suite

ININ logoHeartland Dental, the largest dental support organization in the country, has improved customer service as a result of deploying an all-in-one IP communications software suite from Interactive Intelligence Group Inc. (Nasdaq: ININ).  Continue reading Heartland Dental Deploys Interactive Intelligence All-in-One IP Communications Software Suite

Hawaii’s County of Maui Selects ShoreTel, Bringing Improved Business Productivity and Reliability

ShoreTel® the leading provider of brilliantly simple phone systems and unified communications solutions announced the County of Maui, Hawaii, has selected ShoreTel for its ongoing UC needs. Once the implementation is complete, ShoreTel technology will serve 1,600 employees across 65 sites resulting in an estimated telecommunications cost savings of 20 percent per year*, according to the County of Maui.  Continue reading Hawaii’s County of Maui Selects ShoreTel, Bringing Improved Business Productivity and Reliability

Apigee Acquires InsightsOne – Doubling Down on Big Data

Apigee, the digital business company, today announced that it has acquired InsightsOne, a technology company that provides big data predictive intelligence to help businesses understand consumer preferences. InsightsOne expands Apigee’s big data analytics portfolio to deliver the only platform that integrates the power of APIs with the agility of predictive big data analytics, enabling digital business leaders to anticipate and quickly adapt to business changes. InsightsOne will be offered as a stand-alone product today and part of Apigee’s integrated digital business platform for mobile apps, APIs and data analytics by mid-2014.  Continue reading Apigee Acquires InsightsOne – Doubling Down on Big Data

Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Avaya LogoSouthwark Council has selected Sabio, the specialist customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham. Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including a 15% improvement in agent resourcing, a 50% reduction in wait times, and almost 80% of calls now resolved at First Point of Contact.  Continue reading Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Uptivity Introduces Contact Center Gamification Solution

Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, has launched a new gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company’s award-winning WFO platform. The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.  Continue reading Uptivity Introduces Contact Center Gamification Solution

Nedbank Taps into IBM Analytics to Improve Customer Experience by Leveraging Social Insights

IBM announced that Nedbank Limited, a leading financial services provider throughout Southern Africa, is using IBM’s predictive analytics solutions to improve the customer experience and provide more responsive real-time services. As a result of this technology implementation, the bank has reduced social media monitoring costs by over a million rand a year (US$105,000 per year), while boosting customer service productivity levels by 20 percent.  Continue reading Nedbank Taps into IBM Analytics to Improve Customer Experience by Leveraging Social Insights