Fiji – Strategic location for customer centric contact centres

PRESS RELEASE: As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre and back office outsourcing work. The Fiji Islands has managed to build on its position as a strategic location for customer centric contact centre operations, attracting both foreign and domestic investment to promote the industry’s modest, but sustained growth. Continue reading Fiji – Strategic location for customer centric contact centres

LivePerson Teams Up With Leading UK Telco Provider, TalkTalk to Respond to Customer Demands for Digital Customer Service

PRESS RELEASE: LivePerson, a leading provider of digital engagement solutions, announced that it is teaming up with TalkTalk to help the telecoms provider move from a traditional telephone-based customer service to a more advanced online engagement technology. Over the next 12 months, TalkTalk aims to quadruple the number of customer service enquiries it handles via online chat agents. Continue reading LivePerson Teams Up With Leading UK Telco Provider, TalkTalk to Respond to Customer Demands for Digital Customer Service

LiveOps Awarded Patent for Multichannel Pivoting

PRESS RELEASE: LiveOps announced that the company has patented its unique approach to multichannel pivoting to better assist customers and improve customer experience. The US Patent and Trademark Office (USPTO) has issued LiveOps Patent Number 8,929,536, for pivoting a customer among synchronous and asynchronous communication channels. The patent covers a computer-implemented method for determining the need to direct a customer from one communication channel to another, as well as determine the best channel to pivot to, based on information the customer has provided. Continue reading LiveOps Awarded Patent for Multichannel Pivoting

The Sage Group Plc announces global agreement with Salesforce

PRESS RELEASE: The Sage Group plc announces it has entered into a global agreement with Salesforce whereby colleagues across Sage will use Salesforce’s Customer Success Platform. This will provide data management systems that will enhance Sage’s internal systems architecture, leading to operational improvement and an enhanced view of customers, both existing and new. Continue reading The Sage Group Plc announces global agreement with Salesforce

Sennheiser Earns Preferred Partner Status from NACR

PRESS RELEASE: Expert technology solutions provider NACR is pleased to announce that Sennheiser, a leading manufacturer of premium headphones, headsets, microphones, and integrated wireless audio systems for the global market, has been named an NACR Preferred Partner. NACR is a leading global provider of best-in-class communications solutions and services, and a trusted advisor to more than 5,500 customers ranging from small businesses to Fortune® 100 and global enterprises. Continue reading Sennheiser Earns Preferred Partner Status from NACR

CALLPROMISE Expands Market, Improves Customer Satisfaction One Callback at a Time

PRESS RELEASE: CALLPROMISE, the leading provider in cloud-based callback and virtual queuing technology, announced a partnership with one of its major competitors, Akron, Ohio-based Virtual Hold Technology (VHT), to bring better solutions to all industries that rely on strong customer service to survive. The partnership aims to help businesses and call centers improve customer satisfaction by eliminating the headaches of hold music and long wait times. Continue reading CALLPROMISE Expands Market, Improves Customer Satisfaction One Callback at a Time

Flexnet Australia joins forces with SJS Solutions to deliver contact centre upgrade at Glen Eira City Council

PRESS RELEASE: Glen Eira City Council located in the south-eastern suburbs of Melbourne, Australia provide public services to many of Melbourne’s leafy inner suburbs. The front line of the councils community engagement is their Customer Service Centre located in Caulfield which came under review during a recent PBX tender process. After several months of negotiation, ShoreTel partner Flexnet who proposed the ShoreTel Unified Communications solution to the council with the Enterprise Contact Centre application offered for the Service Centre were chosen to deliver the extensive technology upgrade. Continue reading Flexnet Australia joins forces with SJS Solutions to deliver contact centre upgrade at Glen Eira City Council

Cloud-Based Unified Communications Service Improves IT Productivity for Keystone Industries

PRESS RELEASE: Evolve IP, The Cloud Services Company™, announced that Keystone Industries, a privately held medical device manufacturer, has re-signed a long-term contract for Evolve IP’s award winning unified communications service. With only a small Information Technology (IT) department, Keystone needed a solution that improved the team’s productivity by freeing them from providing onsite voice system maintenance and troubleshooting. Continue reading Cloud-Based Unified Communications Service Improves IT Productivity for Keystone Industries

The average business in the UK faces 30 cold call sales a day

PRESS RELEASE: Government action to crack down on nuisance calls and aggressive cold-calling would provide a significant boost for small businesses according to one of the UK’s leading call answering specialists. alldayPA which has answered over 85million calls since 1999 on behalf of over 23,000 business clients, reveals that some companies are being targeted with as many as 30 cold calls a day. Continue reading The average business in the UK faces 30 cold call sales a day

South Yorkshire Credit Union overhauls comms with Unify

PRESS RELEASE: South Yorkshire Credit Union (SYCU), a savings and loan cooperative, has completely overhauled its customer service operations with the help of Unify’s OpenScape Business platform. In conjunction with long-term partner and winner of the Unify Private Cloud Solution of the Year Award 2013-14, Active Voice & Data, Unify has provided SYCU with this powerful all-in-one solution that brings the benefits of Unified Communications into its business. Continue reading South Yorkshire Credit Union overhauls comms with Unify

Noble Systems Continues Significant Patent Growth in 2014

PRESS RELEASE: Noble Systems Corporation, a global leader in contact center technology solutions, announced that the company again saw significant growth in patent holdings in 2014, obtaining 21 new patents for its contact center technologies. The growth of its patent library is targeted at protecting the technology investments of Noble Systems’ clients. Continue reading Noble Systems Continues Significant Patent Growth in 2014

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

PRESS RELEASE: Contact Solutions announced the launch of Adaptive Personalization, a new multi-layered personalization solution driven by behavior-based business intelligence and predictive analytics. Traditional IVR treats every caller the same way, regardless of individual preferences or behavior. Such impersonal service leads to frustration and negative brand perception at a critical point in the customer experience. The new solution creates highly personalized and effortless customer care experiences within the IVR that fully reflect customer behaviors and preferences. Continue reading Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

Elitetele.com welcomes Simon Smith as first Head of Cloud Sales

PRESS RELEASE: Elitetele.com has recruited Simon Smith to join the business as its first Head of Cloud Sales. Operating from its London office, Simon brings with him an exceptional track record in winning and growing customer accounts which need dedicated and secure cloud solutions. Alongside educating new and existing customers on critical hosting infrastructure, Simon will expand Elitetele.com’s cloud services and launch a series of new offerings in 2015. Continue reading Elitetele.com welcomes Simon Smith as first Head of Cloud Sales