Monthly Archives: April 2015

Product Launch, Technology

DBS Data Launches Verifi Real-Time Capture and Customer Insight Solution

PRESS RELEASE: DBS Data the UK business and consumer marketing data specialists, today announced the launch of its real-time capture and customer insight solution – Verifi. This Data as a Service (DaaS) solution enables B2B and B2C organisations to verify and append data regarding a customer or prospect in real-time during omni-channel interactions, improving decision-making, customer service, lead generation and sales. Continue reading DBS Data Launches Verifi Real-Time Capture and Customer Insight Solution →

Technology

Symmetrics & PSS Help to Expand Partnership for Worldwide Customer Support of Contact Center Solutions

PRESS RELEASE: Symmetrics Business Intelligence, a provider of real-time, historical and call-detail reporting solutions for contact centers, and PSS Help, an independent systems integrator and customer interactions solutions provider announced an expansion of their partnership to provide deeper, more flexible support for Symmetrics products worldwide. Continue reading Symmetrics & PSS Help to Expand Partnership for Worldwide Customer Support of Contact Center Solutions →

Technology

TCN Launches “Competitive Analytics,” Fully Integrated Business Intelligence Analytics Solution for its Cloud-based Call Center Platform

PRESS RELEASE: TCN announced the launch of Competitive Analytics, a fully integrated business intelligence analytics solution for its cloud-based call center suite, TCN Platform 3.0. The new solution provides real-time business intelligence (BI), analytics and reporting through intuitive and customizable dashboards. Embedded into its Software-as-a-Service (SaaS) platform, the tool helps organizations make informed decisions on key metrics, enhance agent performance and productivity and improve overall operational efficiency. Continue reading TCN Launches “Competitive Analytics,” Fully Integrated Business Intelligence Analytics Solution for its Cloud-based Call Center Platform →

Acquisitions & Mergers, Technology

Comverse to Divest BSS Business to Amdocs for Total Purchase Price of $272 Million

PRESS RELEASE: Comverse announced it has reached a definitive agreement to sell substantially all of its BSS business assets to Amdocs. The total purchase price is $272 million in cash. The transaction is expected to close by the end of September 2015, subject to various closing conditions. Continue reading Comverse to Divest BSS Business to Amdocs for Total Purchase Price of $272 Million →

Technology

ResponseTap Named a “Cool Vendor” in CRM Customer Service and Support by Leading Analyst Firm, Gartner

PRESS RELEASE: ResponseTap, a leading provider of Call-based Marketing Automation solutions announced it was named a ‘Cool Vendor’ in the “Cool Vendors in CRM Customer Service and Support, 2015″[1] report by Gartner, Inc. “The research provides IT application leaders, and the customer service business buyers they support, a view of five innovative vendors with applications to deliver a customer service experience and/or reduced operational costs.” Continue reading ResponseTap Named a “Cool Vendor” in CRM Customer Service and Support by Leading Analyst Firm, Gartner →

Market Research, Technology

Insurers unable to adequately answer consumer questions online

PRESS RELEASE: UK insurers are failing to deliver multichannel customer service to customers and prospects, answering just 40% of routine questions asked via the web, email and Twitter. The 2015 Eptica Multichannel Customer Experience Study found that while email performance has improved since 2014, finding answers to questions on insurer websites has become more difficult and Twitter response rates have remained static. Continue reading Insurers unable to adequately answer consumer questions online →

Technology

Banking sector need to realise the value of digital transformation in the drive to improve customer satisfaction

PRESS RELEASE: Four of the five major banks in the UK are now including detailed customer satisfaction information in their annual reports for the first time. This is nothing short of revolutionary, but according to pioneer and pacesetter in enterprise workforce optimisation software for the back office, eg solutions, work still needs to be done. Continue reading Banking sector need to realise the value of digital transformation in the drive to improve customer satisfaction →

Technology

Nuance Voice Biometrics Chosen by SK Telecom to Offer Easy and Secure Authentication

PRESS RELEASE: Nuance Communications, Inc. announced that SK Telecom, the leading mobile service provider in South Korea, has deployed Nuance’s voice biometrics to provide an easy and secure authentication process for its customers. To see this technology in action at SK Telecom click here. Continue reading Nuance Voice Biometrics Chosen by SK Telecom to Offer Easy and Secure Authentication →

Product Launch, Technology

Toshiba Debuts New Call Recording Solution for IPedge and Strata CIX Business Communication Systems

PRESS RELEASE: Toshiba America Information Systems Inc., Telecommunication Systems Division announced the new recordX call recording solution. Compatible with Toshiba’s IPedge®and Strata® CIX business communication systems, recordX is a powerful yet easy-to-use call recording solution that helps businesses to transform and improve their customer service. Continue reading Toshiba Debuts New Call Recording Solution for IPedge and Strata CIX Business Communication Systems →

Technology

Gartner Names CaféX “Cool Vendor in Unified Communications”

CaféX Communications®, a leading provider of real-time engagement solutions for mobile and web platforms, announced that it has been named a “Cool Vendor” in Gartner Research’s 2015 Cool Vendors in Unified Communications report. The global research firm’s findings highlight the use of Web real-time communication (WebRTC) together with advances in mobile, video and contextual communication technologies to enhance collaboration between employees and with customers. Continue reading Gartner Names CaféX “Cool Vendor in Unified Communications” →

Technology, Who's Buying What?

Sabio selects FinancialForce SCM to gain revenue visibility and more efficient Finance operation

PRESS RELEASE: FinancialForce.com, the leading cloud ERP provider on the Salesforce1 Platform announced that customer contact technology specialist Sabio has implemented FinancialForce SCM (Supply Chain Management) to automate its contract service management process and achieve instant visibility into company revenue. Prior to selecting FinancialForce SCM, Sabio consultants utilised an in-house system to track service contract records, a vital component of the renewal process. This was a time-consuming manual process. Continue reading Sabio selects FinancialForce SCM to gain revenue visibility and more efficient Finance operation →

Technology, Partnerships

Adobe and Microsoft partner to transform customer engagement across sales, service and marketing

PRESS RELEASE: Adobe and Microsoft Corp. announced a strategic partnership that will redefine how enterprises manage their marketing, sales and service to better engage with customers across touch points. The partnership will include the integration of Adobe’s industry-leading Marketing Cloud Solutions with the best-in-class Microsoft Dynamics CRM solution and will allow brands to deliver experiences that take all customer engagements into account — from reach and acquisition to retention and loyalty. Continue reading Adobe and Microsoft partner to transform customer engagement across sales, service and marketing →

Technology, Who's Buying What?

Suddenlink Selects Fonolo Call-Backs to Improve the Customer Experience

PRESS RELEASE: Fonolo, the company that improves the call centre experience by replacing hold time with a call-back, announced that Suddenlink, the seventh largest cable operator in the United States, has selected its call-back solution to improve the contact centre experience for its customers. Continue reading Suddenlink Selects Fonolo Call-Backs to Improve the Customer Experience →