Tag Archives: contact centre

8×8 Partners with Softchoice to Bring Cloud Communications and Contact Center Offerings to Midmarket and Enterprise Companies in North America

8×8 and Softchoice, a leading North American provider of IT solutions and managed services, announced a partnership to bring integrated, enterprise-grade cloud communications, contact center and team collaboration solutions to midmarket and enterprise companies. With this announcement, Softchoice will now expand its cloud portfolio to sell 8×8’s industry-leading solutions and services in the United States and Canada. Continue reading 8×8 Partners with Softchoice to Bring Cloud Communications and Contact Center Offerings to Midmarket and Enterprise Companies in North America

Ascensos to open 600 job contact centre on Isle of Wight

PRESS RELEASE: Scottish-based contact centre management specialist, Ascensos, announces that the company is to open a new customer service centre on the Isle of Wight, creating up to 600 new jobs. The new facility, located in Cowes, will handle inbound telephone, email, social media and online queries. Continue reading Ascensos to open 600 job contact centre on Isle of Wight

Calabrio Launches Platform for the Modern Multichannel Contact Centre

PRESS RELEASE: Calabrio announced its Calabrio ONE multitenant cloud platform, providing omnichannel contact centers with the freedom to deploy workforce optimization (WFO) software in the cloud, on-premises or as a hybrid approach without sacrificing functionality or ease-of-use. Contact centers today are experiencing their own digital transformation and are deploying multichannel support and service options for customers, including web, chat, email, voice calls, social media and mobile interactions. Continue reading Calabrio Launches Platform for the Modern Multichannel Contact Centre

SJS Solutions’ Visual Contact Center Solution Now Available with ShoreTel Connect Contact Center

PRESS RELEASE: SJS Solutions have successfully developed, tested and deployed their visual communications solution Optymyse on the ShoreTel Connect™ solution. Optymyse is an ‘information hub’ that connects every critical piece of information about a call or contact center to everyone, on any device. Operating within the ShoreTel TechConnect™ program, SJS worked closely with the ShoreTel team to ensure their contact center offering gives customers the tools needed to run a successful and efficient contact center. Continue reading SJS Solutions’ Visual Contact Center Solution Now Available with ShoreTel Connect Contact Center

Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

PRESS RELEASE: A large global retail company has selected Interactive Intelligence Group Inc.’s omnichannel customer engagement software suite, Customer Interaction Center™ (CIC), to support more than 1,000 contact center agents worldwide. These agents collectively manage approximately 14,000 inbound interactions and 225,000 outbound calls per day from both the company’s customer care and accounts receivable departments. Continue reading Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

Confirmit and Sytel signal continued evolution of CATI

PRESS RELEASE: Confirmit and Sytel, a global provider of IP contact centre solutions, have partnered to deliver a series of new Computer Assisted Telephone Interviewing (CATI) features targeting the changing needs of Market Researchers using this core data collection method. Continue reading Confirmit and Sytel signal continued evolution of CATI

Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud

PRESS RELEASE: inContact announced the significant expansion of services by an existing business process outsourcer (BPO) customer. Already equipped with inContact’s inbound contact center solutions, this global BPO is adding 2400 Workforce Management licenses in the cloud to improve contact center operations and increase efficiency. Through inContact’s leading reseller partner, this award-winning BPO has moved more than 4400 agents from inflexible on-premises software to the inContact cloud. Continue reading Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud

Barclays launches Voice Security Technology to all customers from Sunderland contact centre

PRESS RELEASE: Barclays has announced that it is introducing voice security technology to all customers, meaning its telephone banking service will be easier to use and more secure than ever. Staff at Barclays Sunderland Contact Centre are ready for the launch and will be the first site in the UK to operate the new voice security for customers. Continue reading Barclays launches Voice Security Technology to all customers from Sunderland contact centre

Mind the gap! Seasonal working in contact centers

BLOG: Tommy Palomäki, Senior WFM Consultant, Teleopti explains from his own experience how workforce management puts you in control of the busiest summer periods… Soaring temperatures and a bit of sunshine are great news for business as sales of sausages, barbecues and ice-cream rocket and holiday resorts benefit from the mad rush for last-minute trips to the sun but spare a thought for the poor contact centre. Continue reading Mind the gap! Seasonal working in contact centers

Avaya “Right-sizes” Contact Center Solutions for Midsize Businesses

PRESS RELEASE: Avaya today announced Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization. Continue reading Avaya “Right-sizes” Contact Center Solutions for Midsize Businesses