Rant & Rave to capture easyJet’s passenger feedback in real- time

PRESS RELEASE: Rant & Rave has been selected by easyJet, Europe’s leading airline, to capture real-time feedback from its growing customer base of over 60 million people. In an effort to better understand what really matters to their customers, the airline have decided to trial the use of Rant & Rave’s technology to invite their passengers to share their thoughts on their experience at critical points throughout their journey. Continue reading Rant & Rave to capture easyJet’s passenger feedback in real- time

CafeX Names Dave Phillips as Managing Director for EMEA and Asia-Pacific Regions

CafeX Communications®, a leading provider of real-time engagement solutions for mobile and web platforms, announced that Dave Phillips has joined the organization as managing director. In this capacity, he is responsible for CafeX’s business development, sales and marketing initiatives in Europe, the Middle East, Africa, Asia, and the Pacific Region. Continue reading CafeX Names Dave Phillips as Managing Director for EMEA and Asia-Pacific Regions

Etihad Airways selects BT for Global Contact Centre Virtualisation

PRESS RELEASE: Etihad Airways has signed a five-year, multi-million dollar agreement with BT (British Telecom) one of the world’s leading providers of communications services and solutions, to virtualise its global contact centres. The partnership has enhanced the airline’s guest experience by reducing call waiting times, introducing new servicing capabilities, and providing services in 15 languages.   Continue reading Etihad Airways selects BT for Global Contact Centre Virtualisation

Intellicom’s hosted contact centre supports delivery of critical home care services to over 800 clients

PRESS RELEASE: Indigenous unified communications service provider, Intellicom today announced that it has deployed a two-site hosted contact centre solution for leading not-for-profit home care provider, Fingal Home Care.  Intellicom’s Intelligent Communications Platform (ICP) supports the delivery of critical home care services to over 800 clients in north Dublin, Louth and Meath. Continue reading Intellicom’s hosted contact centre supports delivery of critical home care services to over 800 clients

EvaluAgent Launches New Gamification System to Create a More Stimulating, Rewarding Contact Centre

PRESS RELEASE: Gamification is the hot buzzword at the frontier of business innovation. Many people enjoy playing games that seem to defy any real rational analysis: tasks that seem banal like arranging fruits, managing resources on a farm or catapulting irritated avifauna can, when colourful, engaging and properly rewarded become incredibly addictive. EvaluAgent has seen the power of this principle and is now seeking to bring it to the workplace to increase workforce motivation through a similar system of achievements and rewards. Continue reading EvaluAgent Launches New Gamification System to Create a More Stimulating, Rewarding Contact Centre

Logicalis US Announces New Hosted Enterprise Collaboration Solution

PRESS RELEASE: Logicalis US introduced the Logicalis Hosted Collaboration Solution (HCS), a Cisco-based enterprise collaboration offering including basic voice and voicemail services, instant messaging and presence services, contact center and other advanced applications hosted in the cloud. Continue reading Logicalis US Announces New Hosted Enterprise Collaboration Solution

Gamma expands its hosted telephony platform with Horizon Call Centre

PRESS RELEASE: Gamma has announced the launch of Horizon Call Centre, an extension to its award-winning hosted telephony solution. Horizon Call Centre is aimed at any business that receives inbound calls; such as those with sales teams, help desks, accounts departments, receptionists or customer service representatives, right through to the more formal call centre environments. Continue reading Gamma expands its hosted telephony platform with Horizon Call Centre

Aeonix is Available on the Amazon Marketplace

PRESS RELEASE: Tadiran Telecom, an established global provider of unified communications, contact center and control room solutions, announced today that its Aeonix enterprise communications solution is available on the Amazon Marketplace. Aeonix is the first enterprise grade communication solution available on the Amazon Marketplace.   Continue reading Aeonix is Available on the Amazon Marketplace

Zultys Cloud Services Receives 2015 Communications Solutions Product of the Year Award

PRESS RELEASE: Zultys, a leading provider of innovative unified communications solutions that empower businesses to collaborate effectively, has been awarded the 2015 Communications Solution Product of the Year Award for Zultys Cloud Services, groundbreaking fully-hosted turnkey Software as a Service (SaaS) office phone solution for both the SMB and Enterprise market. Continue reading Zultys Cloud Services Receives 2015 Communications Solutions Product of the Year Award

New independent study set to re-open the debate on the effectiveness of Answer Machine Detection

PRESS RELEASE: Ultracomms, Europe’s first cloud contact centre services provider, has today published an independent study which validates the company’s own findings on the effectiveness of its new AMD+ solution, launched in May this year. AMD+ enables users to achieve significantly improve agent productivity, enhance customer experience and simplify their compliance processes, whilst ensuring call abandonment statistics reported to Ofcom are accurate. Continue reading New independent study set to re-open the debate on the effectiveness of Answer Machine Detection

Citrix Delivers Interactive Mobile Customer Support with New GoToAssist Solutions

PRESS RELEASE: Citrix announced the expansion of its GoToAssist product line with two new products – Citrix Concierge and GoToAssist Seeit – that enable real-time interactions between end-users and customer service experts. Citrix Concierge lets end-users connect instantly with a customer service expert directly from a mobile app through live video, audio or chat to significantly reduce call-handling times and improve customer satisfaction, while GoToAssist Seeit allows customers to share their mobile device camera and communicate with technical experts to quickly resolve issues without expensive in-person visits. Continue reading Citrix Delivers Interactive Mobile Customer Support with New GoToAssist Solutions

City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software

PRESS RELEASE: Verint® Systems announced that the City of Charlotte, N.C. is implementing its Verint® Engagement Management™ for government to enhance citizen service in its 3-1-1 call center, known as CharMeck 311. Continue reading City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software