IntraNext Systems Will Use Western Union’s Patented Consumer Protection Framework in Credit Card Application

PRESS RELEASE: Software company IntraNext Systems announced an agreement with The Western Union Company (NYSE: WU), a leader in global payment services, for use of a Western Union patent—U.S. Patent No. 8,582,764—specifically designed to conceal credit card information when consumers make payments over the phone. Continue reading IntraNext Systems Will Use Western Union’s Patented Consumer Protection Framework in Credit Card Application

Promero Taps Enghouse Interactive Contact Center: Service Provider for Cloud Contact Center Offering

Promero, a leading provider of hosted contact center software, today announced that it would leverage Enghouse Interactive’s Contact Center: Service Provider (CCSP) 7.2 software for its cloud contact center software solution, Promero Call Center Omni Channel. Powered by CCSP 7.2, Promero Call Center Omni Channel, gives organizations the means to dramatically impact customer service. Continue reading Promero Taps Enghouse Interactive Contact Center: Service Provider for Cloud Contact Center Offering

Social media first choice for 1 in 5 consumers when seeking answers in complicated situations

PRESS RELEASE: An increasing number of consumers are turning to social media first to voice complaints, have complicated situations resolved, and even in the case of a crisis, according to new research. A survey of 1,000 UK adults by customer contact outsourcer Echo Managed Services has revealed that almost 1 in 5 people (18%) use social media as first preference to voice a complaint, over other contact channels including phone, face to face, email and web chat. Continue reading Social media first choice for 1 in 5 consumers when seeking answers in complicated situations

Intelecom sponsors ContactBabel’s latest reseach into Interaction Routing

PRESS RELEASE: Intelecom, a provider of cloud-based contact centre solutions has sponsored ‘The Interaction Routing’ chapter of The UK Contact Centre Decision-Maker’s Guide 2015 (13th edition), published last month by leading contact centre analysts ContactBabel. The results, based on surveys conducted with over 200 UK organisations, demonstrate some interesting trends that reflect subtle changes in the use of call routing and highlight several notable differences between the smallest (below 50 seats) and largest (over 200 seats) contact centre operations today. Continue reading Intelecom sponsors ContactBabel’s latest reseach into Interaction Routing

Jim Ferrato Joins IBEX Global As Chief Information Officer

PRESS RELEASE: IBEX Global Solutions, a leading provider of contact center services and other business process outsourcing (BPO) solutions, announced Jim Ferrato has joined the company as the chief information officer. Ferrato is a seasoned professional in both the business process industry and the technology sector. Continue reading Jim Ferrato Joins IBEX Global As Chief Information Officer

Virtual Hold Technology Adds Reseller Partner Interactive Intelligence

PRESS RELEASE: Virtual Hold Technology® (VHT®), a global leader in multichannel callback solutions for contact centers, is expanding access to its suite of customer experience solutions through a new reseller partnership with Interactive Intelligence. Continue reading Virtual Hold Technology Adds Reseller Partner Interactive Intelligence

Richard Mellor and Peter Domjen Appointed to [24]7 Leadership Team to Drive Growth of Customer Engagement Solutions in European and Asia-Pacific Markets

[24]7 announced that it has appointed Richard Mellor and Peter Domjen to its leadership team, as the global leader in customer engagement solutions expands its sales and operations internationally. Continue reading Richard Mellor and Peter Domjen Appointed to [24]7 Leadership Team to Drive Growth of Customer Engagement Solutions in European and Asia-Pacific Markets

Jacada Visual IVR Selected by a US State Welfare System to Provide Self-Service and Simplify Claim Inquires

PRESS RELEASE: Jacada announced that a county consortium in one of the United States’ largest states has chosen to implement Jacada Visual IVR to reduce cost and improve customer service. Jacada Visual IVR will allow constituents to receive a better customer experience while working with the welfare services provided by their county. Continue reading Jacada Visual IVR Selected by a US State Welfare System to Provide Self-Service and Simplify Claim Inquires

Sigma Financial Group powers ahead with double award win

PRESS RELEASE: Rapidly expanding business outsource specialist Sigma Financial Group has won two major industry awards for its pioneering work with the energy sector. A team of 90 specialists from the firm have been named ‘Energy Team of the Year’ in the 2015 Utilities and Telecoms Awards for the early arrears customer contact services provided to leading energy suppliers. Continue reading Sigma Financial Group powers ahead with double award win

NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

PRESS RELEASE: NICE Systems announced the compatibility of its multi-channel recording​ platform with Microsoft’s latest unified communications platform Skype for Business. Enterprises will benefit from having a single platform to manage both internal and external communications, while also being fully equipped to capture all customer interactions for security, compliance and quality management purposes. Continue reading NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

Aspect Software appoints Stephen Ball to Europe & Africa SVP

PRESS RELEASE: Aspect Software has formally appointed Stephen Ball to the position of Senior Vice President (SVP) of Europe & Africa. Joining from global telecoms brand CenturyLink, Ball will spearhead Aspect’s ambitious plans to increase its cloud contact centre market share in the region. Continue reading Aspect Software appoints Stephen Ball to Europe & Africa SVP