Dear Data… How respect for customer information will win confidence and secure sales

BLOG: By Helen Murray, Chief Customer Solutions Officer at Webhelp UK: The outbound telemarketing industry is in the throes of change. With the emergence of regulation and the option for customers to ‘opt out of contact’, the sector needs to sharpen its approach and respect its main asset – the customer – in order to boost and maintain sales. Continue reading Dear Data… How respect for customer information will win confidence and secure sales

Contact centres need to welcome the onset of technology

BLOG: By Daniel Hunter, managing director of Text4Assist: Over the last five years, a combination of changing regulations, escalating customer expectations and new technologies have been transforming the rigid contact centre business model, and this can only mean good things for organisations, customers and employees alike. Continue reading Contact centres need to welcome the onset of technology

Sky sharpens competitive edge with Genesys Customer Experience Platform

PRESS RELEASE: Genesys has announced that the home entertainment and communications company Sky is using the Genesys Customer Experience Platform to help transform its customer experience to meet growth and rising customer service expectations. More than one in three homes across the UK and Ireland choose Sky for TV, broadband and telephony services. Continue reading Sky sharpens competitive edge with Genesys Customer Experience Platform

SALUD Healthcare Solutions Selects Cloud-based Contact Centre Platform from Noble Systems

PRESS RELEASE: Noble Systems reports that SALUD Healthcare Solutions has selected the Noble® Enterprise Cloud platform to support their revenue cycle and coding services. As an organisation devoted to optimising revenue cycle operations to reduce complexity and achieve results, SALUD plans to use Noble’s cloud-based customer contact solution to achieve a new level of service for hospitals, health systems and physician groups throughout the US. Continue reading SALUD Healthcare Solutions Selects Cloud-based Contact Centre Platform from Noble Systems

32Red Sport chooses Transversal to deliver 24 hour customer support

PRESS RELEASE: Transversal, a leading provider of enterprise knowledge solutions for the cloud, has been appointed by 32Red Sport, part of the award-winning online gaming group 32Red Plc, to deliver a brand new self-service functionality on the 32Red Sport website. In early 2013, 32Red topped an independent customer service audit beating 15 major casino brands; their ambition is to maintain this level of service across the new 32Red Sport brand. Continue reading 32Red Sport chooses Transversal to deliver 24 hour customer support

VoltDelta’s DeltaACD 2.0 Cloud Contact Center Achieves Oracle Validated Integration with Oracle Service Cloud

PRESS RELEASE: VoltDelta announced it has achieved Oracle Validated Integration of its DeltaACD 2.0 Cloud Contact Center with Oracle Service Cloud. This integration enables Oracle Service Cloud empowered contact centres to deploy agents supporting voice, email, chat and social media with all handling, management and reporting features consolidated within the Oracle framework. Continue reading VoltDelta’s DeltaACD 2.0 Cloud Contact Center Achieves Oracle Validated Integration with Oracle Service Cloud

Enterprise Transformation Fuels 2014 Record Growth for OpenSpan

PRESS RELEASE: OpenSpan announced record-breaking revenues for fiscal year 2014. For fiscal year 2014, the company recognized a 25 percent increase in revenues over the previous year and a 128 percent growth rate over the last three fiscal periods. These results mark the fifth consecutive year of record revenues for OpenSpan. Continue reading Enterprise Transformation Fuels 2014 Record Growth for OpenSpan

Sangoma Successfully Completes SIP Interoperability Testing With BroadWorks Hosted VoIP and UC Platform

PRESS RELEASE: Sangoma Technologies Corporation announced that Sangoma has successfully completed interoperability testing with the BroadSoft BroadWorks® platform for SIP Trunking services. Sangoma gateways seamlessly interoperate with the BroadWorks platform to provide solutions for service providers and enterprises. Continue reading Sangoma Successfully Completes SIP Interoperability Testing With BroadWorks Hosted VoIP and UC Platform

NewVoiceMedia Secures 2015 CUSTOMER Magazine Product of the Year Award

PRESS RELEASE: NewVoiceMedia, a leading global provider of cloud contact centre solutions announced that TMC, a global, integrated media company, has named ContactWorld for Service as a 2015 CUSTOMER Product of the Year Award winner. This award further recognises NewVoiceMedia’s ContactWorld for Service as a best-in-class solution, transforming how organisations connect with customers. Continue reading NewVoiceMedia Secures 2015 CUSTOMER Magazine Product of the Year Award

Expanding outsourced contact centre opens additional £750,000 facility to create a further 80 jobs in 2015

PRESS RELEASE: Fast-growth contact centre business Ventrica, based in Southend, today saw the official opening of its new ‘designer’ contact centre wing, that effectively doubles its office capacity to 250 seats and will create at least a further 80 jobs in 2015. Since the business was founded five years ago during the height of the recession, it has created 160 jobs and has plans to extend its workforce to 300 within the next 18 months. Part of the company’s £750,000 investment came from a European grant of £114,000 that was secured with the help of Essex County Council’s Economic Development Service. Continue reading Expanding outsourced contact centre opens additional £750,000 facility to create a further 80 jobs in 2015

Gartner Places Convergys in the Leaders Quadrant for Fourth Year in a Row

PRESS RELEASE: Convergys Corporation, a global leader in customer management, today announced that for the fourth consecutive year, it has been positioned in the “Leaders” Quadrant of the annual Gartner Magic Quadrant for Customer Management Contact Center BPO1. In response, Convergys has produced a newsletter featuring Gartner research providing more detail and insight into the customer management BPO market combined with the latest Magic Quadrant results. The joint newsletter can be found at www.convergys.com/gartner. Continue reading Gartner Places Convergys in the Leaders Quadrant for Fourth Year in a Row

WorkFlex Solutions partners with Firstsource Solutions

PRESS RELEASE: Firstsource Solutions, a global provider of customized Business Process Management (BPM) services and WorkFlex Solutions LLC (“WorkFlex”), the industry leader in Intelligent Intraday Automation® solutions for contact centers today announced an agreement to deploy the WorkFlex Manager suite of software products for Firstsource clients. Continue reading WorkFlex Solutions partners with Firstsource Solutions