PRESS RELEASE: Based on its recent analysis of the hosted IP telephony and unified communications as a service (UCaaS) market, Frost & Sullivan recognizes RingCentral with the 2016 North American Frost & Sullivan Award for Company of the Year. RingCentral stands out among cloud communications providers for its ability to assess evolving customer needs and offer appropriate communications solutions. Continue reading Frost & Sullivan Recognizes RingCentral as a True Visionary and Trailblazer in the North American Cloud Communications Services Market
PRESS RELEASE: Australian cloud contact centre pioneer ipSCAPE has been selected as the recipient of the 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year award. Continue reading ipSCAPE receives 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year Award
PRESS RELEASE: Hinduja Global Solutions Limited (HGS) announced it received Frost & Sullivan’s 2016 North American Contact Center Outsourcing New Product Innovation Award for DigiCX, a suite of customer experience (CX) services designed to transform traditional call center approaches by unifying customer engagement regardless of channel or device.
“The proliferation of channels and devices that digital-savvy consumers now have at their fingertips is creating an operational challenge for all contact centers,” said Michael DeSalles, Principal Analyst, Digital Transformation at Frost & Sullivan. “What DigiCX does is optimize the ideal blend of self-service, automation and agent-assistance that’s just right for the client’s business.”
DigiCX takes an innovative design-thinking approach to reimagine the traditional customer experience. DigiCX leads with dynamic self-service intelligently integrating people to help consumers “Get the Right Answer Fast” at every moment of truth using analytics, automation and artificial intelligence. It helps companies measure where their customers want to interact and then deploys the right mix of engagement solutions across voice, digital and mobile channels to provide a differentiating customer experience.
“Always being open, easy to do business with, helping customers complete transactions and quickly resolve issues over any device is the new consumer expectation,” said Chris Lord, SVP, Global Head DigiCX at HGS. “We’re honored to receive this award, which underscores our commitment to optimizing customer experience. By applying new design thinking we are moving past traditional call center approaches and incubating innovative ideas to help consumers get the right answer fast while meeting the corporate need for asset light and quick to deploy solutions that work with existing infrastructure and CRM investments.”
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluate companies’ new product attributes (match to needs; reliability; quality; positioning; and design) and customer impact (price/performance value; customer purchase, ownership and service experience; and brand equity) to determine best in class cases.
DeSalles further noted, “Frost & Sullivan believes with the launch of DigiCX, that HGS has articulated a clear unified customer experience strategy to the market. HGS has added another new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services.”
PRESS RELEASE: Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Alorica with the 2015 North American Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Through the company’s acquisition strategy and organic growth, Alorica has broadened its product offerings, enhanced its delivery capabilities and delivered aggressive growth. Continue reading Frost & Sullivan Recognizes Alorica for Catapulting Into a Leadership Position Within the BPO Industry
PRESS RELEASE: The global contact center and office (CC&O) headset market is on the cusp of rapid growth driven by the expansion of software-based communications clients. Adoption will continue as organizations realize the role of CC&O headsets in driving productivity in the workplace by enabling hands-free communications and an efficient work environment. Continue reading Increase Productivity in the Workplace through the Use of Contact Center and Office Headsets