Monthly Archives: January 2015

Jobs, Recruitment

Service Excellence Manager (Yorkshire)

Job Ref: DJSB1034
Job Title: Service Excellence Manager
Location: Yorkshire
Salary: £60,000 + Bonus + Benefits

This is a first-rate opportunity for a dynamic leader to join the management team of ‘blue-chip’ brand operating multiple sites across the U.K. My client is looking for a commercially aware Service Excellence Manager (Customer Experience/Complaints Manager) with experience across both operational management and strategic development for a customer focused organisation. Continue reading Service Excellence Manager (Yorkshire) →

Technology

Direct Interactions Selects inContact to Enable Distributed Workforce to Connect with Customers

PRESS RELEASE: inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces Direct Interactions will move its unique workforce and contact center model to the inContact cloud. A leader in the outsourced contact center market, the Seattle-based company needed a scalable and reliable solution for their work-from-home staff. Direct Interactions found an ideal partner for its 150 domestic agents with the customizable and scalable cloud solution from inContact. Continue reading Direct Interactions Selects inContact to Enable Distributed Workforce to Connect with Customers →

Technology, Who's Buying What?

LiveVox Enables AR Logix to Service Healthcare Providers with Robust Compliance Capabilities and a More Optimized Agent Workforce

PRESS RELEASE: LiveVox Inc., a leading provider of cloud contact center solutions for enterprise operations, has helped AR Logix better service their clients with some of the most robust cloud-enabled revenue cycle solutions. LiveVox’s cloud platform enables healthcare BPO’s like AR Logix, provide improved recovery rates and better patient experiences with comprehensive compliance controls and more efficient agents. Continue reading LiveVox Enables AR Logix to Service Healthcare Providers with Robust Compliance Capabilities and a More Optimized Agent Workforce →

Product Launch, Technology

Telformance announces the release of Click2Dial, the first truly TCPA compliant cell phone dialing solution

PRESS RELEASE: Telformance, a leading outreach communications and social interaction technology provider announced today the release of its TCPA compliant cell phone dialing solutions for contact centers worldwide. The release of this solution marks major advancements in a call center’s ability to ensure compliance while being able to target the ever-growing market of consumers leveraging cell phones and social media as their primary communication mediums. With the release of Click Dial, TCPA compliance the Telformance cell phone dialing solution, call centers can now rapidly engage clients on their cell phones while still maintaining he TCPA compliance . Continue reading Telformance announces the release of Click2Dial, the first truly TCPA compliant cell phone dialing solution →

Product Launch, Technology

transcosmos Combines SMS Function Reinforced “Contact-Link,” Its Proprietary Developed Contact Center Solution, with Salesforce

PRESS RELEASE: transcosmos inc. will begin offering “Contact-Link on Salesforce,” a solution which has combined “Contact-Link,” a contact center solution developed by transcosmos and “Salesforce,” a CRM/customer management application most widely used in the world. The goal is to implement to 10 new companies during the FY 2015. Continue reading transcosmos Combines SMS Function Reinforced “Contact-Link,” Its Proprietary Developed Contact Center Solution, with Salesforce →

Awards, Technology

NewVoiceMedia named finalist in 2015 Stevie® Award for Sales & Customer Service

PRESS RELEASE: NewVoiceMedia, a leading global provider of cloud contact centre solutions, has been named a Customer Service Department of the Year finalist in the ‘Contact Center Solution – New Version’ and ‘Contact Center Solution – New’ categories of the ninth annual Stevie® Awards for Sales & Customer Service. This recognition further distinguishes NewVoiceMedia’s cloud technology for its ability to maximise customer connections in a way that is secure, differentiated and cost effective. Continue reading NewVoiceMedia named finalist in 2015 Stevie® Award for Sales & Customer Service →

Market Research, Technology

Contact Centres put improving sales at bottom of the list

PRESS RELEASE: When it comes to what contact centre professionals want their technology investments to deliver for them, improving sales performance and reducing staffing costs came bottom of the list according to a recent report on ‘Customer Service in 2015’ published by Business Systems. Continue reading Contact Centres put improving sales at bottom of the list →

Technology, Partnerships

Avaya Collaborates with VMware on Enterprise-Class Hybrid Cloud Services for Customer and Team Engagement

PRESS RELEASE: Avaya announced the availability of the first enterprise-class hybrid cloud services for customer and team engagement. The engagement software-as-a-service offerings leverage the VMware vCloud® Air™ platform to deliver a flexible approach to implementing enterprise communications solutions that seamlessly bridge private and public clouds. Avaya Hybrid Engagement as a Service includes Avaya Engagement Solutions and the required VMware vCloud Air resources to host the solution in a usage-based model. Continue reading Avaya Collaborates with VMware on Enterprise-Class Hybrid Cloud Services for Customer and Team Engagement →

Technology, Who's Buying What?

CounterPath Announces Contract with eircom

PRESS RELEASE: CounterPath Corporation, a developer of award-winning over-the-top Unified Communications solutions for enterprises and operators, today announced that eircom, the largest integrated telecommunications operator in Ireland, has selected CounterPath´s Bria desktop softphone for deployment in its Customer Service call centre. Continue reading CounterPath Announces Contract with eircom →

Technology, Who's Buying What?

The Works delivers busiest ever Christmas with Eptica

PRESS RELEASE: Eptica announced that fast growing UK retailer The Works increased efficiency and improved the customer experience during the crucial peak retail trading season by using its multichannel customer service platform. Eptica helped the eCommerce team deliver a bumper Christmas which was up 142% year on year. The Works deployed Eptica’s email management solution in just 5 weeks, enabling it to meet the needs of customers at Christmas. Continue reading The Works delivers busiest ever Christmas with Eptica →

Technology

8×8 Issued New Network Service Provider Patent by U.S. Patent and Trademark Office

PRESS RELEASE: 8×8, Inc., a provider of cloud based unified communications, contact centre and collaboration services announced that it has been awarded a new patent related to its network services. On January 27, 2015, the U.S. Patent and Trademark Office issued United States Patent number 8,943,180 entitled “Server-based Service Configuration System and Approach.” Continue reading 8×8 Issued New Network Service Provider Patent by U.S. Patent and Trademark Office →

Technology

TelStrat’s Engage Record™ Solution for Avaya IP Office Contact Center Now Rated “Avaya Compliant”

PRESS RELEASE: TelStrat, an industry-leading developer of call recording, quality management, and workforce optimization solutions announced that its Engage Record™ application is compliant with key Contact Center solutions from Avaya, a global provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Continue reading TelStrat’s Engage Record™ Solution for Avaya IP Office Contact Center Now Rated “Avaya Compliant” →

Technology

Conversocial Named A Top Rated Enterprise Social Media Management Platform by TrustRadius

PRESS RELEASE: Conversocial, a leading provider of cloud-based social customer service solutions announced it has been named a top rated enterprise social media management platform in the TrustRadius Buyer’s Guide to Enterprise Social Media Management Software. Based on user reviews, Conversocial was recognized for its true high-volume, enterprise examples of social customer care, with reviewers voting its user friendly interface best to manage social customer care programs. Continue reading Conversocial Named A Top Rated Enterprise Social Media Management Platform by TrustRadius →