Zettics Acquires Velocent to Provide the Most Comprehensive Real-Time 360 Degree View of a Subscriber’s Experience Available Today

PRESS RELEASE:  Zettics, the market leader in Actionable Subscriber Analytics for mobile operators, today announced it has acquired Velocent Systems. The combined entity will provide a subscriber-centric, real-time analytics suite that integrates data usage, network performance, and customer experience metrics into a single, unified view for the operator. Having these data sets in one solution will allow operators to realize unique business benefits that were previously unavailable in the market. Continue reading Zettics Acquires Velocent to Provide the Most Comprehensive Real-Time 360 Degree View of a Subscriber’s Experience Available Today

CSI Introduces Workforce Optimization as a Service

PRESS RELEASE: The Virtual Observer “Workforce Optimization as a Service” offering was developed to function natively within standard emerging cloud technologies. The concept of distributed computing over the internet, or simply “Cloud”, has now become a very much in demand and on-demand method for delivering Virtual Observer, traditionally an on-premise call recording, quality monitoring and workforce optimization solution for enterprises, as a service. Continue reading CSI Introduces Workforce Optimization as a Service

Nigel Baker appointed as Managing Director of outsourcer – Echo Managed Services

PRESS RELEASE: Echo Managed Services, one of the leading providers of outsourced contact management services, has appointed Nigel Baker as its new Managing Director. Nigel takes the helm at Echo as it accelerates its drive to deliver complex, multi-channel customer contact service programmes for organisations of all sizes. Continue reading Nigel Baker appointed as Managing Director of outsourcer – Echo Managed Services

Eptica accelerates growth with record first quarter revenues

Global multichannel customer interaction software company Eptica announced its highest ever Q1 revenue, up 21% on the same period in 2013. Revenues for Q1 2014 were $3.1 million (£1.85m), driven by worldwide demand for its innovative, linguistic-powered customer engagement software. Performance is accelerating, following record financial results for 2013, where turnover grew by 18% to $10.6m (£6.5m). Continue reading Eptica accelerates growth with record first quarter revenues

Inbound Call Experts, LLC to Deploy CallMiner Speech Analytics for Improved Quality Assurance Monitoring

PRESS RELEASE: Inbound Call Experts, LLC, (ICE) a leader in premium technology services and software support and CallMiner, the market leader in speech and voice of the customer analytics solutions for contact centers, today announced that ICE will implement CallMiner Eureka, the leading speech analytics solution for improving contact center performance. In addition, ICE will also utilize CallMiner Redactor as an additional tool to maintain PCI compliance. Continue reading Inbound Call Experts, LLC to Deploy CallMiner Speech Analytics for Improved Quality Assurance Monitoring

Plum Voice’s New VoiceTrends Call Analytics Now Includes PCI Compliance

PRESS RELEASE: Plum Voice, the leading independent interactive voice response (IVR) provider, today launched an updated version of its exclusive VoiceTrends call analytics solution that now meets PCI-DSS standards to protect sensitive data while still providing rich call analytics for improving customer experience and decreasing overall customer service costs. Continue reading Plum Voice’s New VoiceTrends Call Analytics Now Includes PCI Compliance

OpenSpan Posts 12-Month Trailing Revenue Record

PRESS RELEASE: OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced record revenues for the trailing 12-month period ended March 2014. The company realized a 100 percent increase in the adoption of its cloud-based activity intelligence and desktop automation over the previous quarter. Continue reading OpenSpan Posts 12-Month Trailing Revenue Record

Spanlink Selected as 2014 Minnesota Business Ethics Awards Finalist

PRESS RELEASE: Spanlink Communications, a leading managed services provider for Cisco collaboration and contact center solutions announced it has been chosen as a finalist for the 2014 Minnesota Business Ethics Awards. The MBEA, organized by the Center for Ethical Business Cultures and the Society of Finance Service Professionals, recognized nine finalists within the Minnesota business community that exemplify, raise the bar and promote ethical conduct for the benefit of the workplace, marketplace and community. Continue reading Spanlink Selected as 2014 Minnesota Business Ethics Awards Finalist

Capgemini Wins “Next Generation” Process Excellence Award for its Business Process Outsourcing Services

PRESS RELEASE: Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced that its ‘Creating Change Friendly Environment: Lean Model Office’ approach has been awarded the “Next Generation” Process Excellence Project Award by The Process Excellence Network (PEXN). This award, presented to Capgemini’s BPO team in Poland, recognizes projects that have demonstrated significant business impact in new, cutting edge areas of process excellence. Continue reading Capgemini Wins “Next Generation” Process Excellence Award for its Business Process Outsourcing Services

Satmetrix Introduces New Cloud-based Customer Experience Management Solution ForSmall & Mid-Sized Businesses

PRESS RELEASE: Satmetrix, the world’s leading provider of Net Promoter software, today announced the availability of Satmetrix Standard, the only self-service, cloud-based solution designed specifically for small and mid-sized businesses interested in developing customer experience management (CEM) programs based on the Net Promoter Score (NPS) methodology. Continue reading Satmetrix Introduces New Cloud-based Customer Experience Management Solution ForSmall & Mid-Sized Businesses