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

BT and Avaya collaborate to help businesses better address changing workplace

Avaya LogoNew independent research, commissioned by BT and Avaya, found that small and medium size businesses are increasingly facing demands for communication services that are influenced by the age and personality of employees, with those in their twenties and thirties among the most demanding. Continue reading BT and Avaya collaborate to help businesses better address changing workplace

Firstsource launches First Smartomation

Firstsource Solutions Limited a global provider of customised business process outsourced (BPO) services to the banking & financial services, telecom & media and healthcare sectors announced the launch of First Smartomation – its proprietary process automation solution. The latest addition to Firstsource’s suite of customer management solutions, this product is aimed at helping organisations integrate multiple systems, create new interfaces with automation and reduce complex processes. Continue reading Firstsource launches First Smartomation

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