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
Monthly Archives: April 2014
Enghouse Interactive Releases Communications Center 8.0
PRESS RELEASE: Enghouse Interactive, developer of a comprehensive portfolio of contact center and unified communications solutions, today introduced version 8.0 of Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center. Continue reading Enghouse Interactive Releases Communications Center 8.0
Clarabridge 6.2: Faster CEM Throughout the Organization
PRESS RELEASE: Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, announced the release of Clarabridge 6.2 at their Clarabridge Customer Connections(C3) Conference today. Now more than ever, CEM professionals need to be able to easily distill insights from an ever-expanding number of sources, including social media and other unstructured data sources. Continue reading Clarabridge 6.2: Faster CEM Throughout the Organization
Top Bank Deploys Pilot of Creative Virtual’s Natural Language Self-Help System in Spanish
PRESS RELEASE: Creative Virtual is excited to announce its first V-Person technology install in Spanish for a top financial services company. This Spanish version of the solution is currently available to all of the bank’s many millions of users, with additional self-serve updates being currently added. Continue reading Top Bank Deploys Pilot of Creative Virtual’s Natural Language Self-Help System in Spanish
Open GI and Callstream partner to give brokers better technology and communications
PRESS RELEASE: Open GI, a technology provider to the insurance industry, and Callstream, experts in cloud-based call management technology, have partnered to offer a new range of technology and communications services to UK insurance brokers. Continue reading Open GI and Callstream partner to give brokers better technology and communications
Increased ‘mobility’ proves older consumers are better connected
PRESS RELEASE: Omnibus research performed by Vision Critical for customer service specialist KANA®, A Verint® Company (NASDAQ: VRNT), today revealed that those in the 65+ age demographic may be better connected and more responsive than their younger counterparts between the ages of 55 to 64. Continue reading Increased ‘mobility’ proves older consumers are better connected
The Silver Line uses Adastra from Advanced to provide 24/7 support to helpline callers
PRESS RELEASE: Call management system, Adastra from Advanced Health & Care (Advanced), is on track to manage more than 200,000 telephone calls to The Silver Line in the service’s first year. Founded by Esther Rantzen and launched in November 2013, The Silver Line is the UK’s only free confidential helpline providing information, friendship and advice to older people. The Adastra Solution manages an average of 16,500 calls to the service each month. Continue reading The Silver Line uses Adastra from Advanced to provide 24/7 support to helpline callers
Contact Centre Homeworking – Is it time to think again?
BLOG:Klaas van der Leest, UK Managing Director, Intelecom outlines five reasons why it’s time to reconsider homeworking Continue reading Contact Centre Homeworking – Is it time to think again?
Verint Q&A – No. 14
Question: I manage a fairly large contact centre and the company agrees with me that much of the technology in our shop needs an upgrade. The last time we made major investments in our technology the prevailing guideline was to select the best-in-breed solutions for workforce management, quality monitoring and reporting. After some discovery I find that many vendors now talk about their workforce optimisation suites and claim them as being a much better solution than integrating various best-in-breed solutions. Has contact centre software really changed that much? Continue reading Verint Q&A – No. 14
Verint Q&A – No. 13
Question: At various WFM conferences we hear that it is important to have a mix of full time and part time employees to help achieve lower labour costs. But we seem unable to attract part time workers. It appears that the labour force here is seeking full time positions exclusively. What are we to do? Continue reading Verint Q&A – No. 13