eg work manager® brings blended strategy to BGL Group’s Fusion contact centres

PRESS RELEASE: The BGL Group, one of the UK’s largest personal lines insurance groups, has implemented eg work manager® software from back office workforce optimisation specialist eg solutions plc to deliver a blending strategy across its call centre estate. Continue reading eg work manager® brings blended strategy to BGL Group’s Fusion contact centres

Enghouse Interactive and ConvergeOne Empower Lennox International With Omni-Channel Contact Center Solution

Enghouse Interactive, in conjunction with ConvergeOne announced that Lennox International has selected Communications Center 2016 (CC 2016) as its new contact center solution. Lennox International Inc. is a global leader in the heating, air conditioning, and refrigeration markets. With a 20-year relationship, ConvergeOne had become a trusted partner for Lennox, not just for choosing the right technology vendors, but also integrating them with Lennox’s IT environment to provide a high performing 1,200- seat contact center. Continue reading Enghouse Interactive and ConvergeOne Empower Lennox International With Omni-Channel Contact Center Solution

Victim Support turns to technology to help those in need

PRESS RELEASE: Victim Support has employed a new Contact Centre system to help it meet the growing demand for services. Victim Support is an independent incorporated society in New Zealand that provides a free 24 / 7 community response to help victims of serious crime and trauma. The new Contact Centre system, provided by Dimension Data based on Cisco technology, will help Victim Support to keep up with the nearly month-on-month increase in the demand for its services. Continue reading Victim Support turns to technology to help those in need

Capita partners with Avaya to provide cloud-based contact centre services

PRESS RELEASE: Capita Collaboration Technologies (CCT), part of Capita IT Enterprise Services, has signed a strategic agreement with Avaya, a global leader in business communications services, to launch a UK-based multi-channel cloud contact platform for UK enterprises. Branded as Capita Contact Centre as-a-Service (CCaaS), this flexible, multi-channel platform will enable organisations to improve the customer experience in a flexible and cost-effective way while providing reassurance over data sovereignty. Continue reading Capita partners with Avaya to provide cloud-based contact centre services

Unify’s New OpenScape Enterprise Helps Businesses Humanise their Digital Transformation

PRESS RELEASE: Unify, the Atos brand for communications and collaboration software and services announced the new release of OpenScape Enterprise, delivering superior usability, mobility and collaboration to enterprises and vertical industries. OpenScape Enterprise v9 offers significant enhancements, providing collaboration tools and solutions to support the digital workplace and enable businesses to better compete in today’s on-demand economy. Continue reading Unify’s New OpenScape Enterprise Helps Businesses Humanise their Digital Transformation

Calabrio and Interactions Join Forces to Strengthen Analytics for Improved Customer Engagement

PRESS RELEASE: Calabrio, a customer engagement software company that provides analytic insights to catalyze growth, and Interactions, a leader in speech and natural language technology for customer care announced a partnership that will improve the way organizations interact with their customers, enable better decision-making and increase customer engagement. Continue reading Calabrio and Interactions Join Forces to Strengthen Analytics for Improved Customer Engagement

Digium Announces Next-generation Switchvox Business Phone System for On-premises Deployments

PRESS RELEASE: Digium® Inc., the Asterisk® Company announced the release of Switchvox 6, the latest version of its award-winning business phone system. Switchvox 6, available for on-premises deployments, delivers more efficient call handling, improved performance, and an enhanced user experience. In addition, having undergone detailed test procedures, it has achieved VMware Ready™ status and is supported on VMware vSphere® signifying it can be deployed in production with confidence. Continue reading Digium Announces Next-generation Switchvox Business Phone System for On-premises Deployments

HCL Infosystems Joins Avaya in Accelerating Digital Transformation In India

PRESS RELEASE: HCL Infosystems announced a strategic alliance with Avaya to help businesses and organizations in India accelerate their digital transformation strategies. Under this alliance, HCL Infosystems will offer Avaya’s complete portfolio of customer and team engagement and data networking solutions and services to its customers across different industry sectors. Continue reading HCL Infosystems Joins Avaya in Accelerating Digital Transformation In India

Intelecom appoints new Vice President of Sales in the UK

PRESS RELEASE: Intelecom Group AS has announced the appointment of Colin Hay as VP Sales, UK. Leading a team of experienced industry professionals, Colin Hay is responsible for driving new business as well as working to ensure Intelecom’s existing customers remain competitive into the future. Engaging directly with customers, Colin will also build a programme offering the Intelecom multi-channel technical capability to partners. Continue reading Intelecom appoints new Vice President of Sales in the UK

Interactive Intelligence Achieves Advanced Technology Partner Status in AWS Partner Network

PRESS RELEASE: Amazon Web Services (AWS) has named Interactive Intelligence an Advanced Technology Partner in the AWS Partner Network (APN). Interactive Intelligence is a global leader of cloud services for customer engagement, communications and collaboration. The company’s latest cloud services are delivered from its PureCloud℠ platform, the first cloud platform using microservice architecture built atop the scalable AWS Cloud designed to deliver functionality for contact centers and enterprises. Continue reading Interactive Intelligence Achieves Advanced Technology Partner Status in AWS Partner Network

Cyara Hires Josephine Vizzari as General Manager of Australia and New Zealand

PRESS RELEASE: Cyara announced that Josephine Vizzari has been hired as General Manager of Australia and New Zealand. Cyara’s headquarters are in Melbourne, and many of the largest contact centers in this region, including three of the top four banks in Australia, Telstra, the Australian Government Department of Defense, and the New Zealand Ministry of Social Development, use the Cyara Platform today. Continue reading Cyara Hires Josephine Vizzari as General Manager of Australia and New Zealand

Frost and Sullivan Lauds Plantronics for Humanizing the Technical Services Experience

PRESS RELEASE: Based on its recent analysis of the contact center and office headsets market, Frost & Sullivan recognizes Plantronics with the 2016 Global Frost & Sullivan Award for Customer Service Leadership. Plantronics has eliminated silos across the company and provides the customer service department, and thereby the customers themselves, with immediate access to managers and executives across the company when needed. This has facilitated engineering changes to products and heightened levels of customer awareness across the entire company. Continue reading Frost and Sullivan Lauds Plantronics for Humanizing the Technical Services Experience

inContact named a Leader in IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment

PRESS RELEASE: inContact announced their placement as Leader in the IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment. This influential industry report is based on comprehensive research from International Data Corporation (IDC), the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. Continue reading inContact named a Leader in IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment

Conectys Announces Cloud-Based Customer Service Platform ConectysOS 2.0

PRESS RELEASE: ​Conectys announced the release of version 2.0 of its cloud-based customer service platform, ConectysOS. The new version of the platform continues to build on the principles of real-time, transparent and actionable customer insight. ConectysOS 2.0 powers Conectys’ continued drive to transform the outsourcing industry by shifting outsourcing models from their legacy “black box” configuration to a collaborative and open Business Process as a Service (BPaaS) paradigm. Continue reading Conectys Announces Cloud-Based Customer Service Platform ConectysOS 2.0