The biggest challenge most large organisations face in the age of Big Data is the fact that their content is fragmented and uncategorised rather than the sheer volume of information being generated, a new study from MindMetre Research reveals. The report shows that 71% of respondents say the content they need is scattered among different business units and stored in different formats, while 56% say it is not labelled with the metadata necessary to make it easy and quick to find. Continue reading Research shows ‘Content Intelligence’ is the major Big Data hurdle facing large organisations
Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice
iAdvize, the real-time customer service solution and CallCentre.co.uk have published the results of their 2013 survey: ‘Web chat for customer service – the state of play for web chat in the UK’. Continue reading Web chat adoption slow on the update despite positive feedback from those who have implemented it
Cyara announced that it has launched its Expert Partner Program worldwide, naming BrightContact as its first expert partner in Europe. Cyara works with expert partners in the design and delivery of contact centre implementations enabling organizations to deliver precisely the customer experience they have designed. Cyara has recruited a number of partners worldwide, but BrightContact is the first European partner to incorporate Cyara’s comprehensive, automated contact centre testing software into its unique Customer Experience Innovation Lifecycle. Continue reading Cyara Announces BrightContact As Its First Expert Partner in Central Europe
ClickSoftware Technologies Ltd announced it has entered into a definitive agreement to acquire Xora Inc., a cloud-based market leader in mobile workforce management, by merger. Under the terms of the merger agreement, the consideration for the transaction is approximately $14.7 million in cash, plus working capital and cash adjustments. The closing is subject to certain closing conditions and purchase price adjustments, and is expected to occur in the coming weeks. Continue reading ClickSoftware Signs Definitive Agreement to Acquire Xora Inc.
Azzurri Communications, the leading independent provider of managed communications services, has announced the appointment of Antony Vigar to the role of Head of Business Development. Antony, who re-joins Azzurri following a number of years at Vodafone, was appointed to support growth in both the company’s core enterprise communications customer base and its upcoming ICON cloud and managed services. He will report to Craig Wellman, Sales Director. Continue reading Azzurri appoints new Head of Business Development
Synthetix, a leading provider of multi-channel customer service and contact centre software solutions, has today announced that, due to unprecedented growth, it has relocated to a new head office near Stansted, Essex. Continue reading Synthetix moves to new head offices to support rapid business growth
Red Box Recorders, the leading voice and data recording specialist, has unveiled its new corporate positioning and logo, which have been designed to better represent the company as it continues to significantly expand its global presence. The company strapline has evolved from ‘Simpler smarter voice’ to ‘The smart choice’ highlighting the company’s changing position as a market leader. Continue reading Red Box Recorders Unveils New Positioning Designed to Support Further International Growth
Noble Systems Corporation, a global leader in unified contact centre technology solutions, has received a “2014 Product of the Year Award” from CUSTOMER magazine and TMC, a global, integrated media company. The Award recognizes Noble’s Integration to Salesforce.com™, the world’s leading enterprise cloud computing and CRM platform. With the power of this integration, inside sales departments can achieve improved efficiency and productivity. Continue reading Noble Systems Receives 2014 Product of the Year Award
Alcatel-Lucent has introduced new cloud-based enterprise communications solutions for both small and medium-sized businesses (SMBs) and an expansion of services for mid-to-large enterprises. Continue reading Alcatel-Lucent introduces new cloud-based unified communications solutions for enterprises
OAISYS®, a leader in business call recording and contact center management solutions, has helped Yankee Leisure Group of Beverly, Mass., improve the quality and consistency of its contact center calls, resulting in improved customer service and increased upselling of travel products and services. Founded in 1972, Yankee Leisure Group is the pioneer of packaged vacation trips and remains one of the top travel agencies today. Continue reading Yankee Leisure Group increase contact centre profitability with OAISYS Tracer Solution