Bizmatics Selects 8×8’s Cloud-Based Contact Center Solution to Revamp Patient Services Management

PRESS RELEASE: 8×8 announced that Bizmatics has deployed 8×8’s Virtual Contact Center (VCC), the company’s flagship, award-winning contact center solution to re-engineer its support systems for Bizmatics’ Electronic Medical Record (EHR) software, PrognoCIS. Continue reading Bizmatics Selects 8×8’s Cloud-Based Contact Center Solution to Revamp Patient Services Management

Global Retailer Improves Customer Experience with Jacada Integration and Automation Solution

PRESS RELEASE: Jacada announces that a globally recognized Fortune 200 retailer has deployed Jacada’s Integration and Automation solution with notably successful results. The retailer sought to automate the process of loading relevant customer account information from its Avaya one-X® Agent into its three order management systems (OMS). Jacada’s solution, available via the Avaya DevConnect Select Product Program, was deployed faster than expected and delivered a better than expected ROI for the retailer. Continue reading Global Retailer Improves Customer Experience with Jacada Integration and Automation Solution

Fastweb use Delphix Data-as-a-Service to enhance the digital experience for customers through continuous delivery

PRESS RELEASE: Fastweb, a leading Italian telecommunication provider, is working with Delphix, the market leader in Data-as-a-Service (DaaS), to enhance the digital experience for its customers through continuous delivery. Continue reading Fastweb use Delphix Data-as-a-Service to enhance the digital experience for customers through continuous delivery

Questback partners with Meridian West to launch Compass a next generation client feedback portal for professional services organisations

PRESS RELEASE: Questback and Meridian West today launched Compass, a next generation client feedback platform designed specifically around the needs of professional services organisations. It meets the growing need for legal, accountancy and real estate firms, to listen to clients and link their responses to business objectives. Continue reading Questback partners with Meridian West to launch Compass a next generation client feedback portal for professional services organisations

Xura Enterprise: Bringing next-generation click to video, voice and instant chat to apps and web services for premium customer engagement in the financial services sector

Xura: According to Juniper Research there will be one billion mobile banking customers by 2017, with 40% of users accessing their accounts via apps on their mobile phone and yet still call and visit their branches. With more apps, services and devices to connect and communicate with than ever before, enhancing the customer journey has never been more critical for banks and financial institutions as they embrace the digital transformation, where increased convenience and a differentiated experience builds long-lasting loyalty and retention. Continue reading Xura Enterprise: Bringing next-generation click to video, voice and instant chat to apps and web services for premium customer engagement in the financial services sector

Genesys opens AppFoundry, the marketplace for customer experience solutions

PRESS RELEASE: Genesys announced at G-Force 2015 the opening of the Genesys AppFoundry – a newly available online marketplace focused on customer experience solutions. The AppFoundry will serve as a resource centre for Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs. Continue reading Genesys opens AppFoundry, the marketplace for customer experience solutions

Metaswitch Provides Completely Virtualized Business Communications Solution for Optivon

PRESS RELEASE: Metaswitch Networks, a pioneer in network functions virtualization (NFV) and a leading network software provider, today announced that Puerto Rico-based Optivon has deployed Metaswitch’s fully virtualized, integrated Business Communications solution. Continue reading Metaswitch Provides Completely Virtualized Business Communications Solution for Optivon

NewVoiceMedia Twitter competition reveals, good customer service satisfies, negative experiences linger

PRESS RELEASE: NewVoiceMedia announced the findings of its Summer Twitter competition aimed at drawing out people’s most memorable customer service experiences. The competition elicited hundreds of responses, which were 59 percent positive and 41 percent negative. In general, the warmer responses revolved around quick, personalised service, while the negative were more specific and memorable. Continue reading NewVoiceMedia Twitter competition reveals, good customer service satisfies, negative experiences linger

Nuisance calls to mobiles seriously impact customer contact industry, says Aspect

BLOG: Cold calling agencies continue to damage genuine customer service, as it was revealed earlier this week that 10 per cent of mobile phone users report receiving over 20 unwanted cold calls, with 72 per cent saying they’ve had at least one similar call on their mobile. Dave Ogden, contact centre consultant at Aspect Software, has repeatedly called for a clamp down on perpetrators to prevent them destroying the industry’s already delicate reputation. Continue reading Nuisance calls to mobiles seriously impact customer contact industry, says Aspect

Ventrica wins prestigious award for outsourced customer service

PRESS RELEASE: Southend-based outsourced contact centre Ventrica is delighted to announce that it has won the Direct Commerce 2015 Partnership of the Year Award for 3PL (Third Party logistics) for the provision of outsourced European-wide contact centre/customer service provision on behalf of patented footwear specialist VivoBarefoot (vivobarefoot.com) for whom it provides multi-channel and multi-lingual customer services that has resulted in increased e-sales of 300%. Continue reading Ventrica wins prestigious award for outsourced customer service

CTI Group’s Collaboration with BroadSoft Delivers Hosted Call Accounting to the Service Provider

PRESS RELEASE: CTI Group announced that they will be showcasing their Proteus® Enterprise Multi-Tenant call accounting solution for the Service Provider market. The application puts a particular focus on users of BroadSoft’s BroadWorks platform. Proteus® Enterprise interfaces with BroadWorks at two levels: call detail record (CDR) and Open Client Interface, Provisioning (OCI-P). Continue reading CTI Group’s Collaboration with BroadSoft Delivers Hosted Call Accounting to the Service Provider

Avaya Recognized by Gartner in 2015 Critical Capabilities Report

PRESS RELEASE: Avaya has announced that it has been recognized by Gartner with the third highest product scores in two use cases out of six in the September 2015 Critical Capabilities for Wired and Wireless LAN Access Infrastructure Report. Avaya scored 3.64 out of 5 in the Enterprise Unified Wired and WLAN Access Use Case category and 3.62 out of 5 in the SMB and/or Mall or Remote Branch Office Use Case category. Continue reading Avaya Recognized by Gartner in 2015 Critical Capabilities Report

WestconGroup selects Sabio for its 2015 UK & Ireland Growth Partner award

PRESS RELEASE: Sabio has won WestconGroup’s 2015 UK & Ireland Growth partner award following an impressive 40% growth in sales of Avaya Unified Communications and Collaboration Solutions through WestconGroup distribution. Sabio received the award at WestconGroup’s major ENGAGE2015 partner technology summit held in London last week. Continue reading WestconGroup selects Sabio for its 2015 UK & Ireland Growth Partner award

Deltapath Recognized as a Vendor to Watch by Gartner

PRESS RELEASE: Deltapath, Inc., a leading provider of multi-vendor compatible unified communications solutions, specialized in contact center and video collaboration, was recognized as a Vendor to Watch in Video-as-a-Service in midsize businesses, in Gartner’s latest Market Trends research report published on September 1, 2015. Continue reading Deltapath Recognized as a Vendor to Watch by Gartner

Time to end contact centre wastage ahead of National Living Wage

BLOG: Aspect Software has urged the nation’s 5,000 contact centres to find new efficiencies in their operations and to look to innovative technology to add value to their services in preparation for the introduction of the National Living Wage next year. Under new proposals from the Chancellor George Osborne, the government will end the minimum wage in favour of the National Living Wage, starting at £7.20 from 2016, rising to £9 in 2020. Continue reading Time to end contact centre wastage ahead of National Living Wage