Monthly Archives: April 2016

Technology

Oracle Launches Latest Oracle Field Service Cloud Offering to Power a Completely Connected Customer Service Experience

Oracle announced a comprehensive new release of Oracle Field Service Cloud, formerly known as TOA Technologies. The latest release, which is part of Oracle’s end-to-end cloud customer service offering, delivers extensive new field service enhancements focused on mobility, ease of use, and connecting contact center agents delivering service via the phone, email, and chat to field technicians providing in person support. Continue reading Oracle Launches Latest Oracle Field Service Cloud Offering to Power a Completely Connected Customer Service Experience →

Market Research

UK comes top of European customer satisfaction rankings

PRESS RELEASE: The UK has the highest customer satisfaction rates in Europe, according to a report released today by the Institute of Customer Service. The Institute’s European Customer Satisfaction Index (EUCSI) scores the UK an overall customer satisfaction rating of 76.1 – this is 3 points higher than its closest rival, Germany (73.1). Continue reading UK comes top of European customer satisfaction rankings →

Corporate News

New Silicon Valley Innovation Center Helps Companies Reimagine Customer Experience Beyond Just Customer Engagement

PRESS RELEASE: Genpact, a global leader in digitally-powered business process management and services announced its expansion in Silicon Valley with an extensive innovation center that is the first of its kind to drive digital transformation across the entire customer experience journey. Continue reading New Silicon Valley Innovation Center Helps Companies Reimagine Customer Experience Beyond Just Customer Engagement →

Technology, Who's Buying What?

Thames Water selects Eckoh to fulfil secure payments contract

Eckoh announced that it has been awarded a contract to provide a range of hosted secure payment services to Thames Water. Globally, Eckoh secure payment services now handle more than $1bn in secure payments annually. The win consolidates Eckoh’s position as the leading provider of payment service to the water and waste water industry in the UK, serving 65% of the market. Continue reading Thames Water selects Eckoh to fulfil secure payments contract →

Technology

Solar partners with TalkTalk Business to gain access to UK’s largest all-IP network

PRESS RELEASE: Leading business communications reseller Solar Communications announces a new partnership with TalkTalk Business to expand the Solar SIP, Ethernet Fibre and DSL offering. The agreement gives all Solar customers access to TalkTalk Business’s next-generation network, the UK’s largest and most connected all-IP network in the UK. Continue reading Solar partners with TalkTalk Business to gain access to UK’s largest all-IP network →

Technology

CTD Partners with TelStrat to Offer Engage WFO™ Call Recording and Workforce Optimization as Cloud Services for Contact Centers and Compliance Recording

PRESS RELEASE: Computer Technology Distributing (CTD) and TelStrat International, Ltd. announced that they are partnering to provide complete solutions for call recording and workforce optimization as cloud services for compliance recording and customer service contact centers. Engage WFO is a complete software solution for customer call recording and workforce optimization in contact centers of every size. Continue reading CTD Partners with TelStrat to Offer Engage WFO™ Call Recording and Workforce Optimization as Cloud Services for Contact Centers and Compliance Recording →

Technology

Directly Integrates with Oracle Service Cloud to Help Companies Build On-Demand Customer Service Networks

PRESS RELEASE: Directly, a Gold level member of Oracle PartnerNetwork (OPN), unveiled at the Modern Service Experience conference an integration that lets Oracle Service Cloud users build their own on-demand customer service networks to scale support and improve customer experiences. Continue reading Directly Integrates with Oracle Service Cloud to Help Companies Build On-Demand Customer Service Networks →

Acquisitions & Mergers

transcosmos Acquires Merlin to accelerate European and US BPO/Call Center Business

PRESS RELEASE: transcosmos and Merlin Information Systems Group Limited, a British BPO company, have agreed for transcosmos to increase its investment and acquire 85% of the companies stock. Merlin will become a subsidiary of transcosmos and change the company name to transcosmos Information Systems Limited. Continue reading transcosmos Acquires Merlin to accelerate European and US BPO/Call Center Business →

Technology, Who's Buying What?

Midway University Replaces Legacy System with RingCentral Cloud Solution for Anytime, Anywhere Communications and Collaboration

PRESS RELEASE: RingCentral announced that Midway University has selected RingCentral to provide seamless communication between faculty, staff members, and students who learn online from remote locations. The cloud-based solution, RingCentral Office®, is a complete replacement of Midway’s existing legacy on-premise system, empowering faculty to hold virtual office hours, conduct online sessions, video conferencing, and interact with students from any location at any time from their mobile devices and laptops. Continue reading Midway University Replaces Legacy System with RingCentral Cloud Solution for Anytime, Anywhere Communications and Collaboration →

Technology, Who's Buying What?

Red Hat Increases Speed of Interactive Intelligence Private Cloud Delivery with OpenStack and Ceph

PRESS RELEASE: Red Hat announced that Interactive Intelligence has moved its all-in-one omnichannel customer engagement cloud service, Communications as a Service (CaaS), to an OpenStack and Ceph-based private cloud from Red Hat. Based on its internal testing, Interactive Intelligence reports that the Red Hat OpenStack Platform and Red Hat Ceph Storage solution has cut its time to deploy from a few weeks to minutes. Continue reading Red Hat Increases Speed of Interactive Intelligence Private Cloud Delivery with OpenStack and Ceph →

Technology, Who's Buying What?

Verint Customer Engagement Optimization Solutions to Help Global Container Shipping Company Achieve Resource Management Goals

Verint LogoPRESS RELEASE: Verint® announced that a global container shipping company is implementing its Enterprise Workforce Management™ software, including Desktop and Process Analytics™ and Performance Management™. The organization will leverage these technologies in its global service centers, which handle processing work, to help drive operational excellence across its back-office operations. Continue reading Verint Customer Engagement Optimization Solutions to Help Global Container Shipping Company Achieve Resource Management Goals →

Technology, Who's Buying What?

PSCU Taps Avaya to Enhance the Member Experience

PRESS RELEASE: Dedication to providing a best-in-class member experience is a fundamental operating principal for PSCU, the nation’s leading credit union service organization. This means being available at any hour, every day, and through multiple channels for the 18 million members of its 800 plus owner credit unions. Continue reading PSCU Taps Avaya to Enhance the Member Experience →