How to Create a Positive Call Centre Environment

BLOG: Call centres may not always have the best perception, especially among people who have heard stories about (or worse, worked in) poorly managed ones. This is showcased well when you type “call centres are” into Google: some of the autocomplete suggestions include “evil”, “annoying”, “hell”, “horrible” and “stressful”. Continue reading How to Create a Positive Call Centre Environment

Accurate Always Announces Voxida CenterSecure™ Solution

PRESS RELEASE: Accurate Always, Inc., a leading provider of integrated communications recording and analysis solutions, announced the addition of CenterSecure™ to its Voxida voice and video recording and analysis suite. CenterSecure is designed to capture all user interactions, including files and systems accessed, in the call center or enterprise and provides tools for immediate recall as well as detailed reports. Continue reading Accurate Always Announces Voxida CenterSecure™ Solution

ClickSoftware to Go Private; Signs Definitive Agreement to Be Acquired by Francisco Partners

PRESS RELEASE: ClickSoftware Technologies Ltd., the leading provider of automated mobile workforce management and optimization solutions for the service industry announced that it has signed a definitive agreement to be acquired by private funds managed by Francisco Partners Management L.P. (“FP” or “Francisco Partners”), a leading global technology-focused private equity firm, in an all-cash transaction valued at approximately $438 million. Continue reading ClickSoftware to Go Private; Signs Definitive Agreement to Be Acquired by Francisco Partners

Borland, NetIQ, Attachmate, Novell and SUSE are now part of Micro Focus

PRESS RELEASE: On 20 November 2014, Micro Focus completed its merger with the Attachmate Group of companies and began a period of integration planning which is now complete. The key objective throughout the work has been our continued commitment to deliver the highest levels of service and business value to our customers. Continue reading Borland, NetIQ, Attachmate, Novell and SUSE are now part of Micro Focus

U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions

PRESS RELEASE: Verint® Systems Inc. announced that a U.S.-based state government agency will implement its workforce optimization software to help optimize citizen engagement. Already a customer of Verint’s quality management and recording solutions, the agency pursued new workforce management, eLearning and performance management capabilities to help advance operational efficiencies, gain greater visibility across its enterprise, and address advanced business requirements unrealized through its incumbent solution. Continue reading U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions

Interactive Intelligence Launches Enterprise Collaboration And Communications Cloud Services In Australia And New Zealand

PRESS RELEASE: Interactive Intelligence Group Inc. has launched its PureCloud Collaborate℠ and PureCloud Communicate℠ cloud services for customers in Australia and New Zealand. Continue reading Interactive Intelligence Launches Enterprise Collaboration And Communications Cloud Services In Australia And New Zealand

Cloud computing in use or being piloted in vast majority of local public services despite ongoing concerns, shows Socitm survey

PRESS RELEASE: Cloud computing is already in use or is being piloted in 90% of local public service provider organisations responding in survey published by Socitm, the association for IT professionals. IT Trends Survey: Cloud computing services reports on the results of a ‘deep dive’ into the state of cloud computing procurement and adoption in the Socitm community carried out in November 2014. 103 organisations responded to the survey invitation, mostly local authorities but including other local public services and voluntary sector organisations. Continue reading Cloud computing in use or being piloted in vast majority of local public services despite ongoing concerns, shows Socitm survey

Study by ICMI and Five9 Reveals the Root Cause of Poor Customer Service – Agent Apathy

PRESS RELEASE: The International Customer Management Institute (ICMI) in partnership with Five9, a leading provider of cloud contact center software  released the 2015 report, “Agent Apathy: The Root Cause of Poor Customer Service.” The report reveals that contact centers tend to place the agent low on the scale of organizational importance, resulting in detached agents and ultimately, poor customer service. To avoid the consequences of agent apathy, the report provides actionable insights into how to raise the significance of valuable employees. Continue reading Study by ICMI and Five9 Reveals the Root Cause of Poor Customer Service – Agent Apathy

IMP Group Acquires Blue Ocean Contact Centers

PRESS RELEASE: IMP Group Limited (IMP) of Halifax, Nova Scotia, has acquired Blue Ocean Contact Centers. Blue Ocean employs more than 600 employees and is headquartered in Halifax, Nova Scotia. It provides customer service solutions in partnership with world-class companies who are leaders in technology, travel, retail, grocery, wellness, tourism and automotive industries. Continue reading IMP Group Acquires Blue Ocean Contact Centers

Progressive Selects Accenture Duck Creek Software to Support Property and Casualty Commercial Lines and Drive New Growth

PRESS RELEASE: Accenture announced that The Progressive Group of Insurance Companies has selected Accenture Duck Creek’s policy and rating software to support its property and casualty commercial lines business and serve as a foundational platform for growth. Progressive is turning to Accenture Duck Creek software’s unique product configuration toolset and comprehensive functionality to facilitate rapid product deployment and improve customer service and operational excellence by providing a common platform for policy, underwriting and rating. Continue reading Progressive Selects Accenture Duck Creek Software to Support Property and Casualty Commercial Lines and Drive New Growth