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

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

KANA LogoPRESS 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

Verint Q&A – No. 14

Verint LogoQuestion: 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

Stop treating the back office as an after thought

PRESS RELEASE: The back office is the Cinderella when it comes to workforce optimisation, with the majority of companies trying to make do with spreadsheets, front office solutions or simply doing nothing at all. This is according to the latest findings into operational management and employee productivity from eg solutions*, a back office workforce optimisation company. Continue reading Stop treating the back office as an after thought

Industry-Leading Customer Experience Solutions Now Available from the Cloud in the UK and Ireland

Geneys_logoPRESS RELEASE: Genesys, a leading provider of multi-channel customer experience, self-service and contact centre solutions announced the availability of a full range of Genesys cloud offerings in the UK and Ireland. The new offerings represent the most comprehensive cloud solutions ever made available to the UK and Ireland markets and support the company’s key business imperative for the transformation of the customer experience for organisations of all sizes. Continue reading Industry-Leading Customer Experience Solutions Now Available from the Cloud in the UK and Ireland

Truphone calls for true cloud technology to enhance customer experience

NVM logo jpgPRESS RELEASE: Global mobile network provider Truphone, has transformed its customer experience as it prepares for rapid growth, with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company, which has built a mobile network without country borders that keeps international business executives better connected, is now able to offer a completely unique, personalised service to thousands of customers around the world. Continue reading Truphone calls for true cloud technology to enhance customer experience

Uptivity and TASKE Technology, Inc. to Provide an Integrated Workforce Management Solution for Contact Centers Worldwide

PRESS RELEASE: Uptivity (formerly CallCopy), a leading provider of workforce management (WFM) solutions, today announced it has partnered with TASKE Technology, Inc., a Canadian provider of contact center software solutions. The TASKE solution optimizes customer interactions, minimize customer frustration, and enables innovation that increases operating efficiency. Continue reading Uptivity and TASKE Technology, Inc. to Provide an Integrated Workforce Management Solution for Contact Centers Worldwide