Social media customer interactions need to showcase excellent service, not erode it – says Aspect

BLOG: New research from Crimson Hexagon on which airlines offer the best customer service through Twitter showed that out of all the posts that were examined, the highest ranked airline’s comments were only 35 per cent positive, while the worst ranked airline’s comments were 56 per cent negative. Dave Ogden, Customer Experience Consultant at Aspect Software, believes that as social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone. Continue reading Social media customer interactions need to showcase excellent service, not erode it – says Aspect

Cameo Global Partners with CaféX to Bring Real-Time Communications to Collaboration Applications

Cameo Global Inc., a business collaboration and IT services provider, announced that it is partnering with CaféX Communications. As Cameo Global specializes in offering enhanced user friendly omnichannel collaboration experiences such as voice, contact center, and TelePresence, it was a strategic decision to partner with CaféX to improve overall online customer engagement. Continue reading Cameo Global Partners with CaféX to Bring Real-Time Communications to Collaboration Applications

Intuate Group signs partnership agreement with UK-based, numero

PRESS RELEASE: South African owned integrated solutions specialist, Intuate Group announces the signing of a reseller agreement with UK based, numero, a privately owned company that prides itself on an agile, honest and pragmatic approach to delivering Customer Experience Management (CEM) solutions. Continue reading Intuate Group signs partnership agreement with UK-based, numero

Global Leader of Cloud Business Software Selects inContact’s Cloud Contact Center Platform

PRESS RELEASE: inContact announces a new global customer is leaving behind old premise-based software for the inContact cloud contact center platform. Seeking a flexible cloud solution to integrate with its own cloud products, the company explored other cloud providers before opting for the stability and agile functionality of inContact’s advanced platform. Continue reading Global Leader of Cloud Business Software Selects inContact’s Cloud Contact Center Platform

MidAmerican Energy Company Selects Aspect Unified IP and Aspect CXP Hosted to Transform Customer Interaction

PRESS RELEASE: Aspect Software announced that its customer, MidAmerican Energy Company, an energy provider serving the Midwest, selected to migrate its ACD to Aspect® Unified IP® and implement Aspect® Customer Experience Platform (CXP) Hosted to transform their customer interactions to address the needs of their client base and continue their legacy as customer service leaders. Continue reading MidAmerican Energy Company Selects Aspect Unified IP and Aspect CXP Hosted to Transform Customer Interaction

Labor First retires on-premise technology to increase customer service efficiency tenfold with NewVoiceMedia

PRESS RELEASE: NewVoiceMedia announced that retiree benefit management company Labor First has increased its customer service efficiency tenfold with its ContactWorld for Service solution. With NewVoiceMedia’s true cloud technology, the number of members Labor First supports has soared from 4,000 to 25,000 without the need to increase staff, providing an incredible $197,600 return in just a year. Continue reading Labor First retires on-premise technology to increase customer service efficiency tenfold with NewVoiceMedia

CX Company launches DigitalCX to power personalised Customer Engagement across Digital

PRESS RELEASE: Today CX Company announces the launch of DigitalCX, a new digital customer engagement platform that allows organisations to deliver highly personalised self-service, sales and community engagement across every digital channel and any digital device – online, mobile and social. Continue reading CX Company launches DigitalCX to power personalised Customer Engagement across Digital

CGI wins Best Shared Service Team in UK National Outsourcing Association Professional Awards

PRESS RELEASE: CGI is thrilled to have won the Best Shared Services Team award at this year’s National Outsourcing Association Professional Awards. CGI’s Global Infrastructure Shared Service Team, based in Bridgend, Wales, consists of the service desk, IT infrastructure library (ITIL) functions and technical support services, employs over 800 people and supports more than 180 clients ranging from public sector organisations to leading UK multinational companies. Continue reading CGI wins Best Shared Service Team in UK National Outsourcing Association Professional Awards

8×8 Signs Definitive Agreement to Acquire UK-Based DXI to Increase European Footprint and Expand Cloud Contact Center Portfolio

PRESS RELEASE: 8×8, Inc., a leading provider of cloud-based unified communications and contact center solutions, today announced the company has signed a definitive agreement to acquire privately-held DXI Ltd., a UK-based leader and innovator in cloud-based outbound and blended contact center solutions, for £16.5 million in cash and stock with a portion of the purchase price being paid out over four years. The transaction is expected to close before the end of the month. 8×8 plans to bring DXI services and solutions to the U.S. market by the end of 2015. Continue reading 8×8 Signs Definitive Agreement to Acquire UK-Based DXI to Increase European Footprint and Expand Cloud Contact Center Portfolio

CirTech Upgrades its Contact Center Technology with Unified Solution from Noble Systems

PRESS RELEASE: Noble Systems Corporation, a global leader in unified contact center technology, reports that CirTech Inc., a nationwide circulation contact campaign authority, recently upgraded its contact center technology to the Noble® Enterprise platform, including Noble’s patented TCPA Compliance technologies. Continue reading CirTech Upgrades its Contact Center Technology with Unified Solution from Noble Systems

RightAnswers Introduces Knowledge Gamification to Improve Customer Service

PRESS RELEASE: RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, offers in its latest release out-of-the-box gamification to enhance enterprise knowledge and improve customer service by driving the right behaviours. Continue reading RightAnswers Introduces Knowledge Gamification to Improve Customer Service

LiveOps Empowers Agents to Improve the Customer Experience with Industry-Leading Social and eLearning Ecosystem

PRESS RELEASE: LiveOps continues to pave the way in distance learning by placing the needs of the agent front and center with LiveOps University 2.0. LiveOps understands the critical role onboarding and training play in the success of any business, especially those with remote workers. Self-paced, distance learning has been an integral part of the onboarding and training process for the LiveOps community of more than 20,000 independent, at-home agents since LiveOps University was first introduced in 2008. Continue reading LiveOps Empowers Agents to Improve the Customer Experience with Industry-Leading Social and eLearning Ecosystem