Mattersight Granted New Patent for Personality-Based Call Center Applications

PRESS RELEASE: Mattersight Corporation leverages the power of personality connections to facilitate shorter, more satisfying calls between consumers and contact centers. On March 17, 2015, the United States Patent and Trademark Office issued to Mattersight U.S. Patent Number 8,983,054, entitled Method and System for Automatically Routing a Telephonic Communication. Continue reading Mattersight Granted New Patent for Personality-Based Call Center Applications

Zendesk Partners with Facebook® to Power Businesses on Messenger

PRESS RELEASE: Zendesk, Inc. announced a partnership to power Facebook’s new Businesses on Messenger product enabling businesses for the first time to communicate with customers through Facebook’s popular messaging app. Through an integration of its Zopim chat product with Messenger, Zendesk is allowing businesses to provide scalable and responsive customer service to the more than 600 million people worldwide who use Messenger. Continue reading Zendesk Partners with Facebook® to Power Businesses on Messenger

Ytel Launches X5 Mobile Admin for Cloud Contact Center Customers and Expands Cloud Ecosystem

PRESS RELEASE: Ytel, Inc., creator of the most advanced Cloud Contact Center software announced the launch of its first mobile application for iPhone and Android as an administrative companion to their innovative X5solution. The new app integrates seamlessly with X5, pulling real-time, quantifiable data for supervisors and floor managers (Administrators). Continue reading Ytel Launches X5 Mobile Admin for Cloud Contact Center Customers and Expands Cloud Ecosystem

Businesses vastly underestimate impact of a personal connection in customer acquisition and retention according to NewVoiceMedia study

PRESS RELEASE: NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, has released new research revealing that sales teams are failing to use data-driven insights and personalisation to close deals. 86 percent of prospects claim that just five minutes of preparation prior to sales calls boosts success, yet more than half of calls are poorly researched. Continue reading Businesses vastly underestimate impact of a personal connection in customer acquisition and retention according to NewVoiceMedia study

No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics

PRESS RELEASE: NICE Systems announced the launch of IVR Journey Analytics, a solution designed to reduce customer effort and improve the experience of Interactive Voice Response (IVR), the automated phone system that guides callers through self-service menus. The solution helps organizations optimize the IVR channel, turning what has often been a frustrating process into a perfect experience. Continue reading No Need to Press Zero – NICE Makes Automated Phone Service Effortless with New IVR Journey Analytics

Ombudsman Services extends its cloud-based contact centre solution from Intelecom to support rapid business growth and home-working

PRESS RELEASE: Intelecom, a provider of cloud-based contact centre solutions announced that Ombudsman Services has extended its use of Intelecom Connect for the organisation’s United Kingdom operations. Ombudsman Services (Ombudsman) is a not for profit, private company limited by guarantee. Since implementing Intelecom Connect, the flexibility and scalability of the system has supported Ombudsman during a period of expansion and has facilitated new flexible ways of working across the organisation including home-working for its Investigation Officers. Continue reading Ombudsman Services extends its cloud-based contact centre solution from Intelecom to support rapid business growth and home-working

Cognia expands global cloud compliance presence with Australia launch

PRESS RELEASE: Cognia, the leading provider of cloud compliance solutions, has joined forces with IP Solutions International, a specialist provider of cloud based payment and data security services, to provide a compelling range of cloud-based PCI compliant services for the Australasian market. Continue reading Cognia expands global cloud compliance presence with Australia launch

UPC DTH Implements CoralTree’s BSS Solutions Enhancing Sales & Logistics to Deliver Exceptional Customer Service

PRESS RELEASE: CoralTree, a leading provider of convergent business support systems (BSS) announces the successful implementation of CRM and inventory management solutions for fast-growing company, UPC DTH S.à r.l. Supporting its operations across Hungary, Czech Republic, and Slovakia, CoralTree’s solutions will enable UPC DTH to enhance sales and logistics processes, and ultimately customer experience. Continue reading UPC DTH Implements CoralTree’s BSS Solutions Enhancing Sales & Logistics to Deliver Exceptional Customer Service

Five9 Powers Solar Companies, Enabling Increased Customer Acquisitions and Improved Service Capabilities Nationwide

PRESS RELEASE: Five9, Inc., a leading provider of cloud contact centre software announced increased momentum within the solar energy industry. Using the Five9 Virtual Contact Center, solar manufacturers, installers and marketing firms across the country are generating more leads, and acquiring more customers while improving customer service at every stage of the customer life cycle. Continue reading Five9 Powers Solar Companies, Enabling Increased Customer Acquisitions and Improved Service Capabilities Nationwide

Multichannel contact centre strategies failing customers

PRESS RELEASE: Multichannel contact centres are running a high number of channels, but compromising on customer satisfaction by failing to create a seamless multichannel contact experience, according to a new study from EvaluAgent. The survey of 50 senior decision makers in UK contact centres shows that while 90% offer at least four channels, and as many as 42% offer seven or more, 90% confirmed they do not have a clear picture of the customer journey across them. Continue reading Multichannel contact centre strategies failing customers

Brands risk customer churn by failing to understand consumers on digital channels

PRESS RELEASE: Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response that either partially, or completely, failed to answer their question in their top two biggest frustrations. 31% said that failure to acknowledge upset or anger was a major issue. Continue reading Brands risk customer churn by failing to understand consumers on digital channels

Transversal and Intelecom strengthen partnership to offer integrated agent knowledge support

PRESS RELEASE: Transversal, the leading provider of knowledge solutions for the cloud, and Intelecom, experts in multichannel cloud contact centre solutions, have formed a collaboration which will bring to market a new knowledge-enhanced version of Intelecom’s Connect platform. Continue reading Transversal and Intelecom strengthen partnership to offer integrated agent knowledge support

TCN Announces Strategic Partnership with ClickDebt, UK-based Financial Case Management Software Provider

PRESS RELEASE: TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced its strategic partnership with ClickDebt, a cloud-based financial case management software provider in the UK. Under the partnership, TCN’s cloud-based contact center suite, Platform 3.0, will be integrated into ClickDebt’s debt collection software as an exclusive dialer and offered to ClickDebt customers across a range of industries including legal, accounting, collections, and debt recovery. Continue reading TCN Announces Strategic Partnership with ClickDebt, UK-based Financial Case Management Software Provider

Weston Digital Technologies and Nexidia Partner to Propel Speech Analytics into the Channel

PRESS RELEASE: Weston Digital Technologies announced an agreement with Nexidia, the leading provider of audio discovery and customer interaction analytics solutions, to embed Nexidia’s advanced phonetic Search Grid technology within Symphony 7 – Weston’s Unified Communications Recording and Analytics solution. Continue reading Weston Digital Technologies and Nexidia Partner to Propel Speech Analytics into the Channel