New Real-Time Agent Coaching Solution Raises Speech Analytics to New Heights

PRESS RELEASE: Enghouse Interactive, developer of a comprehensive portfolio of unified communications, quality management and contact centre solutions, announced the release of Real-Time Speech Analytics, an innovative speech optimisation software solution that delivers real-time monitoring, coaching of all calls for compliance and quality assurance purposes. Continue reading New Real-Time Agent Coaching Solution Raises Speech Analytics to New Heights

Cloud-based, Software-as-a-Service contact centre platform by Aspect Software designed for simplicity and operational ease launched today in Europe

PRESS RELEASE: A new cloud-based platform that will bring ease and simplicity to contact centre operations for the small to mid-sized business, has gone live from Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions. Continue reading Cloud-based, Software-as-a-Service contact centre platform by Aspect Software designed for simplicity and operational ease launched today in Europe

Sinclair Voicenet Extends Workforce Optimisation Capability

PRESS RELEASE: Sinclair Voicenet, the UK’s longest established specialist provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions, has appointed Donna Baxter as Workforce Optimisation Consultant. In this role she will be responsible for helping customers to embed best practice workforce management processes across their organisations in a wide range of market sectors including local government, public safety and enterprise contact centres. Continue reading Sinclair Voicenet Extends Workforce Optimisation Capability

Creative Virtual’s V-Person™ Natural Language System Recent Install Includes Deep Level of Integration with Leading Cloud-based CRM System

PRESS RELEASE: A leading software company is now live with Creative Virtual’s V-Person self-serve technology, which will help to resolve activation issues online. Creative Virtual is a leader in customer experience self-service solutions for global enterprises. Continue reading Creative Virtual’s V-Person™ Natural Language System Recent Install Includes Deep Level of Integration with Leading Cloud-based CRM System

Communication steams in to 21st Century at Norfolk Railway

PRESS RELEASE: Steam technology at Norfolk’s Bure Valley Railway has received a 21st century upgrade thanks to a Panasonic communication system. Eastern Voice & Data, a Panasonic Focus Dealer, has installed a new communication system that has helped the tourist attraction provide better customer service, increase on site efficiency and cut costs. Continue reading Communication steams in to 21st Century at Norfolk Railway

Azzurri Launches Cloud-Based Unified Communications Optimisation Service

PRESS RELEASE: Azzurri Communications, the UK’s leading provider of cloud and managed communication services, has launched Azzurri Communication Service Manager (Azzurri CSM) a new cloud-based service which enables organisations to optimise the commercial, operational and technical performance of their Unified Communications (UC) investment. Continue reading Azzurri Launches Cloud-Based Unified Communications Optimisation Service

Higher Education Institutions Globally Choose Unify to Transform Student, Administrative & Faculty Engagement

PRESS RELEASE: Unify, a leading communications software and services firm, announced at EDUCAUSE that higher-education institutions around the world are deploying Unify solutions to bring faculty, students and administrative staff together for more enriched on-demand learning and to facilitate a new way to teach, learn, and work. Continue reading Higher Education Institutions Globally Choose Unify to Transform Student, Administrative & Faculty Engagement

Minimum customer effort will reduce customer complaints

BLOG: Energy companies are breaking records for the worst customer service according to new figures published by Ofgem. The industry regulator claims that more than one in three customers who complained was ‘very dissatisfied’ with the way their complaint was handled – an actual increase of 10 per cent since the last survey in 2012. Continue reading Minimum customer effort will reduce customer complaints