Orbit launches housing first with real-time customer feedback

PRESS RELEASE: Orbit Group, one of the UK’s largest housing providers, is launching a real-time customer feedback system, which is a first for the housing sector. Orbit, which manages 38,000 homes and has 100,000 customers, is working in partnership with customer engagement specialists, Rant & Rave, to implement the new system. Continue reading Orbit launches housing first with real-time customer feedback

UPC Poland Selects CoralTree’s CRM to Reduce the Cost of Customer Service and Sales Operations

PRESS RELEASE: CoralTree, a leading provider of convergent business support systems (BSS) announces that UPC Poland, the largest cable television operator in Poland with 2.7 million service subscribers, selected CoralTree’s ‘Renaissance’ CRM to increase operational efficiencies across its customer service and sales functions. Continue reading UPC Poland Selects CoralTree’s CRM to Reduce the Cost of Customer Service and Sales Operations

Semafone announces record growth

PRESS RELEASE: Semafone® has announced a record trading year, achieving a 38% increase in revenues to £5.3m and doubling its overseas business to £2.5m. Semafone, which provides secure payment technology for call centres, reached profitability for the first time with a £68,000 net profit in spite of significant investment in its new hosted solutions and one off legal costs for defending its intellectual property. Continue reading Semafone announces record growth

ICICI Bank introduces voice recognition for biometric authentication

PRESS RELEASE: ICICI Bank, India’s largest private sector bank, announced the launch of voice recognition service which authenticates customers based on their speech patterns and allows them to execute banking transactions through the Bank’s call centre in a quick, secure and convenient manner. Continue reading ICICI Bank introduces voice recognition for biometric authentication

Lexmark completes acquisition of Kofax, announces Enterprise Software leadership change

PRESS RELEASE: Lexmark International, Inc. announced that it has closed on its acquisition of Kofax Limited. Lexmark acquired Kofax in a cash transaction for $11.00 per share, for a total enterprise value of approximately $1 billion. This acquisition will nearly double the size of Lexmark’s Enterprise Software annualized revenue to approximately $700 million. Continue reading Lexmark completes acquisition of Kofax, announces Enterprise Software leadership change

Clarabridge Acquires Engagor

PRESS RELEASE: Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands announced the acquisition of Engagor, the most comprehensive platform for real-time social customer service and engagement. The combined offering provides a complete, end-to-end technology solution for marketers, customer care organizations and operations teams to create more profitable customer relationships. Continue reading Clarabridge Acquires Engagor

MicroAutomation Announces OmniEngage, Its Next Generation Hosted Contact Center Suite of Solutions

PRESS RELEASE: Today’s consumer-based contact centres must effectively serve 3 somewhat competing pressures: 1) customer experience; 2) agent cost, and; 3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three. OmniEngage brings together MicroAutomation’s widely recognized MicroMessenger interactive customer engagement products with the Aspect® Zipwire™ contact centre solution – all on a reliable and secure cloud platform. Continue reading MicroAutomation Announces OmniEngage, Its Next Generation Hosted Contact Center Suite of Solutions

LiveOps Supports Red Nose Day Telethon

PRESS RELEASE: LiveOps announced that LiveOps has been selected to provide call centre services for the live television broadcast of the Red Nose Day Telethon on May 21 from 8:00-11:00 p.m. Eastern Daylight Time. LiveOps’ network of more than 20,000 independent, at-home agents will be tapped to answer calls and process donations to raise money for children and young people living in poverty. Continue reading LiveOps Supports Red Nose Day Telethon

Avaya Receives “Best Use of an Emerging Channel” Accolade from ICMI Global Contact Center Awards

PRESS RELEASE: Avaya announced that it won “Best Use of an Emerging Channel” award for its Global Support Services’ use of omni-channel support, including Automated Chat (Ava), Talk, Voice and Video, from the ICMI Global Contact Center Awards Program, the most comprehensive awards program dedicated to the customer management industry. Continue reading Avaya Receives “Best Use of an Emerging Channel” Accolade from ICMI Global Contact Center Awards

Award Winning Emergency Contact Center in Italy Uses ASC’s Voice Recording Solution

PRESS RELEASE: ASC announced that a contact center using its voice logging solutions received an award for the best emergency operations project in Europe. Competing against many other competitors, AREU, the emergency management agency in Lombardy, Italy, received the award from the European Emergency Number Association (EENA). Continue reading Award Winning Emergency Contact Center in Italy Uses ASC’s Voice Recording Solution

Five9 Introduces the Freedom Release, Simply Smart Cloud Contact Center Software that Empowers Agents to Increase Productivity and Elevate Performance

PRESS RELEASE: Five9 announced the latest release of its award winning solution, which delivers on the promise of the Simply Smart Cloud Contact Center. The Freedom release of the Five9 Virtual Contact Center (VCC) includes a new, modern Five9 user interface built on HTML5 and REST API’s called Agent Desktop Plus, and new contact center CRM Adapters for Oracle and Salesforce. Continue reading Five9 Introduces the Freedom Release, Simply Smart Cloud Contact Center Software that Empowers Agents to Increase Productivity and Elevate Performance

Gartner Names Genesys a Leader in 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide

PRESS RELEASE: Genesys announced the company is positioned as a market leader in the “Magic Quadrant for Contact Center Infrastructure, Worldwide”1 report by Gartner, Inc. This is the seventh consecutive year that Genesys has been named a leader for contact centre infrastructure. Gartner also positioned Genesys the furthest for “completeness of vision” for the seventh consecutive year. Continue reading Gartner Names Genesys a Leader in 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide