Tollring wins contract with BT to provide cloud based iCall Suite analytics on the Wholesale Hosted Centrex platform

PRESS RELEASE: BT has awarded a 3 year contract to Tollring to provide its call analytics products on the Wholesale Hosted Centrex (WHC) platform. The award-winning iCall Suite solution from Tollring will provide WHC resellers with a comprehensive call reporting and analytics solution for their business customers. Continue reading Tollring wins contract with BT to provide cloud based iCall Suite analytics on the Wholesale Hosted Centrex platform

ShoreTel Rolls Out ShoreTel Connect HYBRID Sites for Flexible, Mix-and-Match UC Deployments

PRESS RELEASE: ShoreTel® has rolled out ShoreTel Connect™ HYBRID Sites in North America, which enables companies to mix-and-match Connect ONSITE and Connect CLOUD services and applications across multiple locations. ShoreTel Connect HYBRID Sites provides a flexible communications solution that allows companies to move at their own pace and as their business needs dictate to full and mixed cloud deployments, while protecting existing communications investments. Continue reading ShoreTel Rolls Out ShoreTel Connect HYBRID Sites for Flexible, Mix-and-Match UC Deployments

Tadiran Telecom Signs New Distribution Agreement With SoTel

PRESS RELEASE: Tadiran Telecom has announced a new distribution partnership with SoTel Systems, LLC, a leading Value Added Distributor of traditional and VOIP telephony, as well as an Internet Telephony and Cloud Service Provider. The agreement enables SoTel to sell Tadiran’s Aeonix and Coral platforms via their current distribution channels and via Tadiran’s business partners, in North and South America. Continue reading Tadiran Telecom Signs New Distribution Agreement With SoTel

Sinclair Voicenet Extends Commitment To Apprentice Programme

PRESS RELEASE: Sinclair Voicenet, the UK’s longest established specialist provider of multimedia interaction recording and advanced contact centre applications, has announced that Ewan Spark has become the latest recruit to its apprentice programme. He starts his apprenticeship programme working with the company’s service desk team where he will be responsible for providing support to customers and liaising with service engineers who are strategically located across the UK. Continue reading Sinclair Voicenet Extends Commitment To Apprentice Programme

CRM Magazine’s 2016 Service Awards Recognize Verint Customer Engagement Optimization Solutions in Multiple Categories

PRESS RELEASE: Verint® announced that it has earned multiple honors in CRM magazine’s 2016 “Service Awards,” an annual recognition program which distinguishes innovation and success in customer service and support. Among the honors, Verint was named the top winner in the Workforce Optimization (WFO) category—a position it has held for nine consecutive years. The company also received “Service Leader” awards for Contact Center SearchandEnterprise Feedback Management. Continue reading CRM Magazine’s 2016 Service Awards Recognize Verint Customer Engagement Optimization Solutions in Multiple Categories

Wipro and SugarCRM Announce Partnership to Deploy CRM Solutions for Global Enterprises

PRESS RELEASE: Wipro announced a partnership with SugarCRM, the company that enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market, to offer Customer Relationship Management (CRM) solutions to enterprise customers. Continue reading Wipro and SugarCRM Announce Partnership to Deploy CRM Solutions for Global Enterprises

Ultracomms publishes response to Ofcom consultation on its persistent misuse policy – focus on silent and abandoned calls

BLOG: Ultracomms has published its response to the Ofcom consultation on its ‘persistent misuse’ policy, which includes silent or abandoned calls resulting from outbound dialling campaigns. The response submitted by Ultracomms is based on over a decade of experience working with contact centre organisations in the UK, monitoring and examining the dialling activity of clients and advising on all areas of Automated Calling System (ACS) use, from productivity improvements to operating within the regulatory guidelines relevant to their industry sectors. Continue reading Ultracomms publishes response to Ofcom consultation on its persistent misuse policy – focus on silent and abandoned calls

LogMeIn Rescue: 5 steps to a better customer experience

BLOG: Peter Zeinoun is the director of products for LogMeIn Rescue, part of LogMeIn’s Customer Engagement Cloud. He is responsible for shaping the vision, product strategy, and overall direction of the Rescue brand, which focuses on providing technicians with an elegant, reliable, cloud-based application for delivering world-class customer service and remote support. Continue reading LogMeIn Rescue: 5 steps to a better customer experience

Saga chooses Sabio to support its business-critical customer contact centres

PRESS RELEASE: Saga, a leading provider of financial and travel products for the over 50s, has engaged contact centre technology specialist Sabio to support its contact centre infrastructure at sites in Folkestone and Thanet. In addition to providing 24x7x365 coverage for Saga’s existing Avaya technology estate – including the core Avaya Aura Communication Manager platform – Sabio’s Enhanced Support approach will feature its advanced Monitoring-as-a-Service offering to enable more proactive service management. Continue reading Saga chooses Sabio to support its business-critical customer contact centres

Trade right first firm to adopt new cloud-based trader voice system

PRESS RELEASE: Brokerage firm Traderight has become the first financial organisation to implement VIA Trade, the comprehensive cloud-based telephony and trader voice system. Launched by VIA and Speakerbus in January, VIA Trade is a state-of-the-art communications solution that removes the need for an on-site traditional telephony network, thereby freeing up expensive space across the trading room floor. Continue reading Trade right first firm to adopt new cloud-based trader voice system

USAN Announces Metaphor SecurePay, a Compliant Secure Payment Application for Contact Centers

PRESS RELEASE: USAN, an Omni-Channel Contact Center technology provider, recently announced the release of a new payment application (patent pending) for contact centers, Metaphor SecurePay, which provides PCI compliant transactions by blocking payer details from the call center agent. Continue reading USAN Announces Metaphor SecurePay, a Compliant Secure Payment Application for Contact Centers

OnviSource Announces OnVision™ Omni- and Cross-Channel Analytics Solution Transforming Workforce Optimization to Customer Experience Management and Enterprise Analytics

PRESS RELEASE: OnviSource announced a new enterprise analytics solution called OnVision, which leverages its OnviCenter suite of workforce optimization (WFO) products to deliver insightful information and trend analysis related to customer interactions and experience across all channels and customer touch points. Continue reading OnviSource Announces OnVision™ Omni- and Cross-Channel Analytics Solution Transforming Workforce Optimization to Customer Experience Management and Enterprise Analytics