Aspect urges banks to do more to protect customers from silent but deadly mobile banking threats

BLOG: A security expert has strongly urged banks to step up security efforts in mobile banking, saying that common authentication processes are carrying too much risk. Guy Cooper, who is General Manager Aspect Proactive Engagement Suite (PES) at customer engagement firm Aspect Software, said that common verification procedures, such as sending one-time passcodes by SMS in isolation, could be threatening the security of millions of people’s personal data globally. Continue reading Aspect urges banks to do more to protect customers from silent but deadly mobile banking threats

Social Media to significantly increase in Contact Centre Strategies

PRESS RELEASE: According to Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, the number of companies that use social media as part of their customer contact strategy will continue to grow in the near future, since they started realizing that this channel can help them manage customer inquiries in a proper and timely way. Continue reading Social Media to significantly increase in Contact Centre Strategies

Bosch Communication Center continues expansion under new name

PRESS RELEASE: From September 1 2014, the Bosch Communication Center will be renamed Bosch Service Solutions. The name says it all: It reflects the aim of becoming the leading provider in the field of business process outsourcing for innovative, technology-driven services. Additionally, the company is developing and operating new business models together with its customers. Continue reading Bosch Communication Center continues expansion under new name

HGS & Unilever Tipped For Best Outsourcing Partnership For Second Consecutive Year At The CCA Excellence Awards

PRESS RELEASE: Building on its previous awards success in 2013, the HGS-Unilever partnership has been shortlisted for the second year in a row, in the ‘Best Outsourcing Partnership’ category at the CCA Excellence Awards. The Awards, held by the Customer Contact Association is one of most sought-after recognition programs in the UK customer contact industry, rewarding businesses and individuals who have raised the bar for excellence in customer service. Continue reading HGS & Unilever Tipped For Best Outsourcing Partnership For Second Consecutive Year At The CCA Excellence Awards

Serco shortlisted for seven more industry awards as innovation and value for money hit the mark

PRESS RELEASE: Serco, the international service company, is delighted to announce that it has been shortlisted for seven awards at the 2014 National Outsourcing Association’s (NOA) annual awards. This adds to the company’s recent successes at the CCA Excellence Awards where it has also been shortlisted for seven awards. Continue reading Serco shortlisted for seven more industry awards as innovation and value for money hit the mark

Noble Systems Receives Frost & Sullivan Market Share Leadership Award for Second Consecutive Year

PRESS RELEASE: Noble Systems, a global leader in unified contact centre technology solutions, has received the Frost & Sullivan 2014 Market Share Leadership Award for the North American Outbound Dialling Systems market. The award marks the second consecutive year that Noble has been ranked as the market leader. At the heart of its continued growth are Noble’s key performance drivers of flexible deployment options, compelling feature set, and strength of offering. Continue reading Noble Systems Receives Frost & Sullivan Market Share Leadership Award for Second Consecutive Year

Aspect Software’s cloud-optimised Unified IP 7.3 offers new compliance features, greater TCO

PRESS RELEASE: Aspect Software announced the launch of Aspect® Unified IP® 7.3, a feature-rich customer contact solution that simplifies and flexibly manages omni-channel interactions. Codenamed Mako Shark, Unified IP (UIP) 7.3 improves upon its predecessor by offering greater cloud-optimised deployment options, new proactive outreach compliance capabilities and tighter integration with Aspect’s social media interaction solution, ultimately providing a lower total cost of ownership (TCO) than previous iterations. Continue reading Aspect Software’s cloud-optimised Unified IP 7.3 offers new compliance features, greater TCO

Voxbone Sees Rise in Cloud Contact Center Traffic Volume in 2014

PRESS RELEASE: Cloud contact centre providers have experienced a 14 percent increase in call volume (in minutes) over the last six months, according to Voxbone, a cloud communications provider. Voxbone is the market leader in providing simple and cost effective international inbound SIP trunks (often referred to as DIDs) to the cloud contact centre industry, on which many dominant industry players rely on. Continue reading Voxbone Sees Rise in Cloud Contact Center Traffic Volume in 2014

LiveLOOK’s New TrueView Feature Improves the Co-Browsing Customer Service Experience for Agents and Customers

PRESS RELEASE: LiveLOOK, a global leader in development of secure, instant-launch, mobile-friendly co-browsing technology recently acquired by Oracle, announced today the release of TrueView. During a co-browsing session using LiveLOOK’s Co-Browse technology, the TrueView feature can be used to adjust the agent’s view of a customer’s screen to match the customer’s browser sizing exactly, even resizing in real-time if the customer changes the size of his browser window. Continue reading LiveLOOK’s New TrueView Feature Improves the Co-Browsing Customer Service Experience for Agents and Customers

Jacada Extends Agreement with Major Communications and Media Provider to Enhance Sales Agent Solution

PRESS RELEASE: Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today announced that it has been requested to extend its relationship with one of the largest US-based communications providers for the implementation of a new sales agent’s desktop project. Continue reading Jacada Extends Agreement with Major Communications and Media Provider to Enhance Sales Agent Solution

Zingaya Brings Its Click-to-Call Technology to WordPress Websites

PRESS RELEASE: Zingaya, a developer of high-fidelity web-based VoIP applications providing WebRTC-powered click-to-call technology for consumer-facing websites and customer service call centers announced the release of its plugin for WordPress, the leading free blogging framework and content management system used by more than 60 million websites. Continue reading Zingaya Brings Its Click-to-Call Technology to WordPress Websites