Insurance Provider Chooses inContact Cloud Contact Center Software and Award-Winning Personal Connection Outbound Solution

inContact-hi-rezPRESS RELEASE: inContact, the leading provider of cloud contact centre software and contact centre agent optimization tools, today announced that a large insurance provider has selected inContact to replace legacy software with a cloud solution that will support high quality customer experiences, boost contact centre workforce efficiency and reduce operational costs.​ Continue reading Insurance Provider Chooses inContact Cloud Contact Center Software and Award-Winning Personal Connection Outbound Solution

Holistic view can help UK businesses reduce £10bn loss from poor customer service – says Sunrise Software

PRESS RELEASE: UK-headquartered Service Management company Sunrise Software has today published an article detailing how adopting a centralised Customer Service Management platform can help businesses to focus on customer relationships at all levels and across supply chain operations. The article helps businesses to address the issues raised by the Institute of Customer Service (ICS), which has monitored the UK economy closely for nearly 6 years. The ICS highlights the billions lost to UK businesses through poor service and states that customer service is a proven driver for better business performance and growth. Continue reading Holistic view can help UK businesses reduce £10bn loss from poor customer service – says Sunrise Software

Intelemedia Receives 2014 Customer Service Rising Star Award from CRM Magazine

PRESS RELEASE: Intelemedia announced today that CRM magazine, has named Intelemedia as a Customer Service Rising Star award winner. The Customer Service Rising Star award recognizes emerging companies which in the past year have made a significant impression on the industry. Leader’s Choice technology not only connects customers to a live agent, but connects them to the best agent available, and provides in-depth analytical reporting. This represents a significant game changer for customers looking to improve their sales and customer service performance. Continue reading Intelemedia Receives 2014 Customer Service Rising Star Award from CRM Magazine

BrightBox Solutions Announces Availability of Help Desk Software Hybrid Licensing Model Combining Perpetual License with Pay as You Go Hosting

PRESS RELEASE: BrightBox Solutions, the software development company behind the innovative Help Desk Premier software, is pleased to announce the availability of a new and unique pricing model, offering tremendous value to customers. Continue reading BrightBox Solutions Announces Availability of Help Desk Software Hybrid Licensing Model Combining Perpetual License with Pay as You Go Hosting

Indosoft offers Zendesk integration for Q-Suite, its multi-channel contact center solution for Asterisk

PRESS RELEASE: Indosoft Inc., developers of Q-Suite, the industry leading contact centre software for Asterisk, announces the availability of integration to Zendesk, an easy-to-use help desk solution for customer service. This integration will allow use of Zendesk with Q-Suite’s advanced multi-channel ACD, available for setting up Asterisk based contact centres. Continue reading Indosoft offers Zendesk integration for Q-Suite, its multi-channel contact center solution for Asterisk

Aspect Software Introduces Jim Haskin as Senior Vice President and Chief Information Officer

aspect-logo-std-full-RGBPRESS RELEASE: Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced the appointment of Jim Haskin as Senior Vice President and Chief Information Officer of the company. Haskin, a 20-year industry veteran is tasked with technology leadership vital to Aspect’s cloud transformation and growth strategy. Continue reading Aspect Software Introduces Jim Haskin as Senior Vice President and Chief Information Officer

Transportation Services Provider KC Integrated Services Protects Business Continuity Throughout Distributed Enterprise With 8×8 Cloud Unified Communications

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions announced that KC Integrated Services, a full-service transportation and supply chain solutions provider for North America and beyond, has implemented 8×8 cloud communications across its geographically distributed organization, which spans 14 locations in Michigan, Ohio, Indiana, Kentucky, Tennessee, Mississippi and Ontario, Canada. Continue reading Transportation Services Provider KC Integrated Services Protects Business Continuity Throughout Distributed Enterprise With 8×8 Cloud Unified Communications

CA Technologies Delivers New Solution to Reduce Downtime and Respond to Business Change

PRESS RELEASE: CA Technologies announced a new version of CA Workload Automation iDash to help customers predict and prevent potential problems across mainframe, distributed and cloud environments and reduce IT downtime. New predictive analytics are designed to give IT departments the intelligence needed for optimum management and control of workload priorities in the dynamic data center, allowing them to adapt to rapidly changing enterprise demands and opportunities. Continue reading CA Technologies Delivers New Solution to Reduce Downtime and Respond to Business Change

The contact centre of the near future

NVM logo jpgBLOG: By Ashley Unitt, CTO, NewVoiceMedia

Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised level of care that is simple, effective and timely. To deliver this level of personalised care requires a communication method that is convenient and customised for each customer. Continue reading The contact centre of the near future

Outsourcing is being transformed by the digital revolution

PRESS RELEASE: Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed. Continue reading Outsourcing is being transformed by the digital revolution

Global Credit Union Benefits from Extended Deployment of Verint Workforce Optimization Software

Verint LogoPRESS RELEASE: Verint® Systems Inc. announced that a global credit union has implemented its Impact 360® Workforce Optimization™ suite to help unify the organization’s formerly disparate service applications. Already an existing user of Verint’s recording and quality monitoring solutions, the financial institution is working to standardize on a single workforce optimization (WFO) platform to further improve operational efficiency, heighten service delivery and manage costs. Continue reading Global Credit Union Benefits from Extended Deployment of Verint Workforce Optimization Software

Sinclair Voicenet expands sales operation with new senior appointment

PRESS RELEASE: Sinclair Voicenet, the UK’s longest established specialist provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions, has appointed industry veteran Steve Bailey as Area Sales Manager. In this role he will be responsible for developing and managing relationships with new and existing customers operating in a wide range of market sectors including local government, public safety and enterprise contact centres. Continue reading Sinclair Voicenet expands sales operation with new senior appointment