82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

Verint Q&A – No. 15

Verint LogoQuestion: We’ve been investigating contact recording, quality monitoring and speech analytics. The team is quite impressed with the capabilities provided by the various vendors. A few of the vendors claim to be able to spot problems by analysing the customer’s and agent’s conversation in real-time. Having identified various sorts of problems, the system sends a notification according to rules so that either automatic guidance is provided on their screen or by someone joining the conversation. This is intriguing. Is it real? Continue reading Verint Q&A – No. 15

Five reasons to host your contact centre in the cloud

NVM logo jpgBLOG: Your contact centre is at the heart of your business – after all, no contact, no customers. Yet setting up and running contact centres is expensive and demanding, and many companies do not use the systems they have in the most efficient way. Challenges can include speed of initial deployment, supporting flexible working and ensuring continuous operations. However, with cloud computing, there’s a better alternative. NewVoiceMedia highlights five key benefits of moving your contact centre to the cloud: Continue reading Five reasons to host your contact centre in the cloud

Frost & Sullivan Honors Interactive Intelligence for its Innovation-Backed Growth in the Contact Center Systems Market

ININ logoPRESS RELEASE: Based on its recent analysis of the contact center systems market, Frost & Sullivan recognizes Interactive Intelligence with the 2014 North American Frost & Sullivan Award for Company of the Year. Interactive Intelligence is a strategic leader in all aspects of contact center systems, demonstrating systematic innovation across the product portfolio, as well as addressing the core needs of its customers through increased scale, reliability, and flexible deployment options. Continue reading Frost & Sullivan Honors Interactive Intelligence for its Innovation-Backed Growth in the Contact Center Systems Market

Aptean Partners with Qlik for Advanced Business Intelligence

PRESS RELEASE: Aptean announced a strategic OEM partnership with Qlik (NASDAQ: QLIK) to power Aptean Analytics—Business Intelligence (BI) dashboards and analytics for a wide range of vertical markets, including Process Manufacturing, Discrete Manufacturing and Financial Services. The Aptean Analytics product offerings are powered by the QlikView Business Discovery platform. QlikView has been widely recognized by global customers and leading industry analyst firms for its growth and leadership within the self-service BI industry. Continue reading Aptean Partners with Qlik for Advanced Business Intelligence

Vocalcom’s Australian Distributor Calltime Signs Agreement with Kinetic BPO

PRESS RELEASE: Vocalcom, world leader in omni-channel unified contact centre software solutions, has through its agent in Australia, signed a memorandum of understanding for a multi-year supply agreement with Kinetic BPO Pty Ltd. The agreement was made with Calltime, the Australian based agent for Vocalcom. Continue reading Vocalcom’s Australian Distributor Calltime Signs Agreement with Kinetic BPO

Calabrio Renews Calabrio Freedom Program, Empowers Contact Centers to Make the Switch

PRESS RELEASE: Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, today renewed its Calabrio Freedom program, an incentive program that makes it easy and affordable for organizations to move beyond unsuitable vendor relationships and upgrade to the Calabrio ONE® Workforce Optimization Suite. The program creates an easy pathway for companies affected by vendor consolidation by empowering them to move forward with next-generation technology, receive greater long-term value, and drive customer service improvements that increase business momentum. Continue reading Calabrio Renews Calabrio Freedom Program, Empowers Contact Centers to Make the Switch

Teleperformance Receives 2013 Hughes Supplier Excellence Award

PRESS RELEASE: Teleperformance (Paris:RCF), the global leader in outsourced multichannel customer experience management, today announced that the company has received a 2013 Supplier Excellence Award from Hughes Network Systems, LLC (Hughes), the global leader in broadband satellite solutions and a leading provider of managed network services. Continue reading Teleperformance Receives 2013 Hughes Supplier Excellence Award

Lyse selects Connect multi-channel contact centre solution from Intelecom for social customer service

PRESS RELEASE: Intelecom Group AS today announced that Norwegian industrial group Lyse has implemented Connect, Intelecom’s multi-channel contact centre solution, to respond to customer enquiries regardless of which communication channel is used. Lyse has seen an increase in the number of customers using social media to contact companies across the group and has extended its use of Connect to cover both voice calls and enquiries via social media channels. Continue reading Lyse selects Connect multi-channel contact centre solution from Intelecom for social customer service

Leading UK BPO Chooses LiveOps to Enhance Customer Service Delivery for its Clients

PRESS RELEASE: LiveOps, Inc., the global leader in cloud contact centre and customer service solutions, announced today that a leading United Kingdom financial services Business Process Outsourcer (BPO) has selected LiveOps as their cloud contact centre solution. Continue reading Leading UK BPO Chooses LiveOps to Enhance Customer Service Delivery for its Clients

Natterbox Voice Intelligence keeps sales teams updated, focused and productive

PRESS RELEASE: Natterbox, the leader in integrating Voice Communications and Customer Relationship Management (CRM) data, today unveiled a radical new set of CRM capabilities to deal with the 60% of business communications still conducted by phone, typically outside of corporate IT systems. Continue reading Natterbox Voice Intelligence keeps sales teams updated, focused and productive