Daily Archives: May 9, 2014

Blog

The Game Changer Channel: Integrating social media into customer management strategies

Helen_Murray_PortraitBLOG: Helen Murray, chief customer solutions officer at Webhelp UK (pictured), considers how social media has changed the game for customer relationship management…

Today the social media challenge is falling firmly at the feet of customer management professionals. Though adopted initially as a promotional platform by marketing, it has become clear that it demands the operational capability and expertise that resides in the customer management domain. Continue reading The Game Changer Channel: Integrating social media into customer management strategies →

Technology, Partnerships

8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud contact centre, unified communications and collaboration solutions, and KnoahSoft, a workforce optimisation (WFO) solutions provider announced a partnership to deliver a bundled, cloud-based contact cente solution. The new offering combines KnoahSoft’s enterprise-level interaction recording, quality management, coaching, learning, and analytics functionality with 8×8’s market leading multi-channel customer interaction management capabilities to help users better optimise call centre staff performance. Continue reading 8×8 and KnoahSoft Partner to Deliver Out-of-the-Box, Cloud-Based Contact Centre Quality Management Solution →

Product Launch, Technology

Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions

PRESS RELEASE: AireContact, a cloud-based contact center solution for enterprises and service providers, announces today, from the Contact Center Expo in San Diego, the launch of its end-to-end managed cloud-based contact center solution specifically designed to support the dynamic needs of enterprise businesses. AireContact is an enterprise-class contact center solution suite delivered by AireSpring, one of the fastest growing fully managed voice and cloud services providers in the USA. Continue reading Introducing AireContact, Enterprise-Class, Cloud-Based Contact Center Solutions →

Technology, Who's Buying What?

Westpac banks on Optus for International Growth, Mobile and Contact Centre Transformation

PRESS RELEASE: Optus has announced today a new five year deal with Westpac to provide domestic mobile network and managed services and, for the first time, delivering Westpac’s international services and contact centre transformation. Continue reading Westpac banks on Optus for International Growth, Mobile and Contact Centre Transformation →

Product Launch, Technology

Avaya Adds New Turnkey Communications as a Service Solutions for Cloud Service Providers

PRESS RELEASE: Avaya announced new models and enhanced functionality for the Avaya Collaboration Pods, a portfolio of turnkey communications and collaboration solutions for both enterprises and Cloud Service Providers. Avaya is introducing two new Collaboration Pod models specifically for Cloud Service Providers, enabling them to offer Unified Communications-as-a-Service (UCaaS) and Contact Center-as-a-Service (CCaaS) to end customers. Cloud Service Providers Connex and ROI Networks will be powering their new UCaaS offers for their customers using the Avaya Collaboration Pod. Continue reading Avaya Adds New Turnkey Communications as a Service Solutions for Cloud Service Providers →

Technology, Who's Buying What?

Infinity Sales Group Deploys Mattersight’s Predictive Behavioral Routing and Behavioral Analytics Solutions

PRESS RELEASE: Mattersight Corporation, a leading provider of enterprise analytics announced Infinity Sales Group is deploying Mattersight® Predictive Behavioral Routing, following a successful pilot, and has also engaged the company to deploy Mattersight® Behavioral Analytics. Continue reading Infinity Sales Group Deploys Mattersight’s Predictive Behavioral Routing and Behavioral Analytics Solutions →

Technology

SYNNEX’ CLOUDSolv Brings a Hosted Offer Based on Avaya IP Office Platform to the Channel

PRESS RELEASE: SYNNEX Corporation, a leading distributor of IT products and services, announced that it is making a hosted unified communications offer based on the Avaya IP Office(TM) Platform available through SYNNEX’ CLOUDSolv marketplace. This hosted solution gives resellers the option to move from a referral agent model to a recurring monthly service model that provides the opportunity for long-term, recurring revenue streams to the reseller. Continue reading SYNNEX’ CLOUDSolv Brings a Hosted Offer Based on Avaya IP Office Platform to the Channel →

Technology, Partnerships

Medallia Signs Agreement With Verizon to Provide Customer Experience Management Software Solution Operating Across All Channels

Medallia®, the global leader in SaaS Customer Experience Management (CEM) solutions, announced today it has signed an agreement with Verizon Communications to unify customer feedback across Verizon’s wireline, wireless and enterprise business units. Continue reading Medallia Signs Agreement With Verizon to Provide Customer Experience Management Software Solution Operating Across All Channels →

Awards, Technology

Cognia Wins Prestigious European Cloud Security Innovation Award

PRESS RELEASE: Cognia, the leader in cloud communications intelligence solutions, announced it had been chosen as the winner of the Cloud Innovation award in the Computer Weekly European User Awards for Security 2014, which recognises innovation in information security and IT risk management. Continue reading Cognia Wins Prestigious European Cloud Security Innovation Award →

Acquisitions & Mergers

Concentrix Completes Second Phase of IBM Customer Care Business Acquisition

PRESS RELEASE: Concentrix Corporation, a wholly-owned subsidiary of SYNNEX Corporation, announced the addition of 19 delivery locations, across 13 countries, completing the second phase of the acquisition of IBM’s global customer care and industry process services business. With over 95% of the acquisition completed, Concentrix continues to advance its position as a leader in the customer care and industry process services market, with over 45,000 employees delivering high value services. Continue reading Concentrix Completes Second Phase of IBM Customer Care Business Acquisition →

Outsourcing

Sitel Announces Next-Generation Social Media Services

PRESS RELEASE: Sitel, a leading global customer care provider, today announced the next generation of its social media services, empowering its clients’ customers to interact with brands in their social channels of choice. Sitel Social Monitoring and Social Engagement Services monitor, support and engage with end users in all major social networks, providing increased ability to understand, inform and influence customers and prospects. Continue reading Sitel Announces Next-Generation Social Media Services →