Semafone Chooses Boston for New North American Headquarters to Support Continued Global Expansion

PRESS RELEASE: UK technology company Semafone® announced its continued expansion into North America with the opening of a new regional headquarters in Boston. Located in Boston’s downtown business district, the new office will be the center of operations for Semafone’s North American sales efforts. Continue reading Semafone Chooses Boston for New North American Headquarters to Support Continued Global Expansion

AudioCodes Virtualized Session Border Controller Selected by Interactive Intelligence for its Communications as a Service (CaaS) Solution

PRESS RELEASE: AudioCodes announced that the Mediant Session Border Controller Virtual Edition (SBC VE) has been selected by Interactive Intelligence for deployment with its communications as a service (CaaS) cloud solution. Continue reading AudioCodes Virtualized Session Border Controller Selected by Interactive Intelligence for its Communications as a Service (CaaS) Solution

TCN Launches “VocalRx,” an Automated Patient Engagement Platform to Enhance Revenue Cycle Efficiency for Healthcare Providers

PRESS RELEASE: TCN announced the launch of “VocalRx,” a cloud-based automated patient engagement platform that offers a suite of contact center tools to save time and improve revenue cycle efficiency for healthcare providers. Built on TCN’s flagship contact center technology, Platform 3.0, VocalRx provides healthcare practitioners and hospital collectors with various automated notification tools to communicate with their patients efficiently and cost-effectively while increasing revenue. Continue reading TCN Launches “VocalRx,” an Automated Patient Engagement Platform to Enhance Revenue Cycle Efficiency for Healthcare Providers

Enacomm Unveils Fraud Control Module for Customer Call Centers to Keep Fraudsters in Check

PRESS RELEASE: Banks and credit unions now have a reliable defense against fraudsters targeting their call center systems, thanks to the ViA® Fraud Control Module announced by Enacomm today. Enacomm is a leading provider of intelligent customer interactions solutions and security technology for financial institutions and credit card companies. Continue reading Enacomm Unveils Fraud Control Module for Customer Call Centers to Keep Fraudsters in Check

Parker Software: Why choosing chatbots is wrong

BLOG: Did you know that the world’s first chatbot was developed in the mid-1960s? The program, named ELIZA, was developed by Joseph Weizenbaum and operated by parsing user responses to scripts in order to impersonate a human – most notably a psychotherapist. Since then, ELIZA has retired from the world of psychology and has begun a different career path — customer service. Howard Williams, marketing director of digital engagement expert Parker Software, assesses the career prospects of chatbots. Continue reading Parker Software: Why choosing chatbots is wrong

Finance and utilities rated top sectors for customer service

PRESS RELEASE: Finance and utilities have been rated the best sectors for customer services, according to consumer research from cloud based contact centre solution provider Magnetic North. The findings reveal that the highly regulated sectors come out top in delivering more positive experiences, despite regularly coming under criticism. Continue reading Finance and utilities rated top sectors for customer service

Email beats web and social media for insurance customer service, new Eptica research finds

PRESS RELEASE: Insurers can answer under half (45%) of routine questions asked online, severely impacting the digital customer experience they deliver. However, 80% provide accurate responses to questions sent via email, according to new Eptica research. While email led the way, insurers are struggling to cope with the volume of questions received on social media – while 100% were on Twitter, only half responded successfully to a tweeted query. Continue reading Email beats web and social media for insurance customer service, new Eptica research finds

Aegis Clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year Award for the Second Consecutive Year

PRESS RELEASE: Aegis Limited, a global Outsourcing and Technology Services Company was recently awarded the Malaysia BPO Service Provider of the Year award for the second consecutive year. The award was presented to Aegis at the 2016 Frost & Sullivan Malaysia Excellence Awards banquet, held at Grand Hyatt Kuala Lumpur on April 14. Continue reading Aegis Clinches the Frost & Sullivan Malaysia BPO Service Provider of the Year Award for the Second Consecutive Year

West Midlands-based HomeServe hosts recruitment open days to fill around 100 roles

PRESS RELEASE: Leading home assistance company HomeServe is organising two open days as part of an ongoing recruitment drive to serve its Customers, with around 100 roles available. HomeServe, which only recently launched a giant recruitment push for more than 160 new engineers nationwide, is seeking talented people from across the region to join its award-winning Customer contact centre. Continue reading West Midlands-based HomeServe hosts recruitment open days to fill around 100 roles

Intelecom adds softphone capability to the latest release of its cloud-based contact centre solution to build resilience and enhance customer service

PRESS RELEASE: Intelecom Group AS has announced the latest release of its multi-channel cloud-based contact centre that includes a series of new features including WebRTC softphone capabilities. The latest version of Intelecom is part of the company’s ongoing product strategy to develop real-time innovative solutions that boost agent productivity and pave the way for next generation customer service. Continue reading Intelecom adds softphone capability to the latest release of its cloud-based contact centre solution to build resilience and enhance customer service

IntelePeer Introduces Atmosphere® Scripting and Order Entry for Call Centers and Enterprises

PRESS RELEASE: IntelePeer, the Cloud Communications Company, announced that it has expanded its Atmosphere® portfolio with the launch of a new scripting and order entry application for call centers and enterprises that want to increase sales or customer service results. Continue reading IntelePeer Introduces Atmosphere® Scripting and Order Entry for Call Centers and Enterprises

Outdoor Recreational Company Transforms Contact Center Infrastructure by Moving to inContact Customer Interaction Cloud

PRESS RELEASE: inContact announced a growing manufacturer and retailer of popular recreational products is transitioning 175 agents from their unreliable and inflexible on-premises contact center system to inContact Customer Interaction Cloud. The easy-to-use and flexible cloud solution enables the company to scale their operations and forecast staffing needs, offering personalized experiences for their customers. Continue reading Outdoor Recreational Company Transforms Contact Center Infrastructure by Moving to inContact Customer Interaction Cloud