Maintel signs up new partner Semafone

PRESS RELEASE: Maintel has partnered with Semafone, which provides secure payment software for contact centres, retailers and merchants that take Cardholder Not Present (CNP) payments. Using Semafone’s patented payment method, Maintel will help businesses deliver the highest level of security protection for transactions conducted over the phone, while also helping them to reduce the cost and complexity of compliance with the Payment Card Industry Data Security Standards (PCI DSS). Continue reading Maintel signs up new partner Semafone

Qmatic Introduces Industry’s First Integrated Mobile Queue Management and Gamification App

PRESS RELEASE: Qmatic announced the release of its new integrated queue management app, Myfunwait. Developed in conjunction with Sticky Beat, a digital experience agency, the app is the first to integrate gamification with real-time queue management and showcases Qmatic’s expertise in translating passive wait time into brand engagement opportunities that improve the customer experience. Continue reading Qmatic Introduces Industry’s First Integrated Mobile Queue Management and Gamification App

Eptica signs global partnership with SpiceCSM

PRESS RELEASE: Eptica announced a global partnership with SpiceCSM, the leading provider of iPaaS (Integration Platform as a Service) Guided Process and Integration technology. Under the agreement SpiceCSM will provide Eptica’s innovative, linguistic-powered customer engagement software to its growing client base, both within the United States and internationally. Continue reading Eptica signs global partnership with SpiceCSM

Manhattan Associates Connects the Call Center to Modern Shopper Expectations

PRESS RELEASE: Manhattan Associates introduced key enhancements to its Omni-Channel Customer Service Solution. Debuting at Momentum 2016 , the company’s annual user conference, the solution provides call center customer service representatives (CSRs) with a single application and single interface for servicing multi-brand, multi-currency, multi-country sales across channels. For today’s consumers, a great experience has no boundaries. Continue reading Manhattan Associates Connects the Call Center to Modern Shopper Expectations

Indosoft Automates Post-Call SMS & Email in its Call Center Software

PRESS RELEASE: Indosoft announces the addition of post-call triggers to its contact center software suite. Q-Suite 5.12 allows sending automated email and SMS messages upon completion of the call. This can automatically send confirmation to clients after agents have finished with the contact. Q-Suite has included a post-call URL process. It sends data to a web service once an agent has dispositioned a call through the agent screen. Continue reading Indosoft Automates Post-Call SMS & Email in its Call Center Software

Movement Mortgage Chooses 8×8 Enterprise Cloud Communications to Support Rapid Company Growth

8×8 announced that it has been selected by Movement Mortgage, an innovative mortgage loan company, to replace its legacy communications system with 4,500 seats of 8×8’s Virtual Office (VO) solution. Movement Mortgage, after an extensive multi-vendor review, chose 8×8 for its enterprise-grade cloud solution, industry-leading call quality and reliability, single number reach, and mobile capabilities. Continue reading Movement Mortgage Chooses 8×8 Enterprise Cloud Communications to Support Rapid Company Growth

Netcracker Drives GCI’s Transformation into a Digital Service Provider

PRESS RELEASE: Netcracker announced that General Communication, Inc. (GCI) has selected Netcracker to enable its Polaris Program, which is the transformation of GCI’s customer, revenue and operations management systems. These new capabilities will deliver a better customer experience, reduce operational costs through managed services and greater automation in call center operations and bring services to the market more quickly through an automated and streamlined fulfillment and provisioning process. Continue reading Netcracker Drives GCI’s Transformation into a Digital Service Provider

SNC-Lavalin and CGI sign IT outsourcing agreement

PRESS RELEASE: SNC-Lavalin and CGI are pleased to jointly announce a twelve-year Information Technology (IT) outsourcing agreement valued at $500 million. SNC-Lavalin will outsource the majority of its technology management and application needs, leveraging CGI’s global scale, best practices in IT modernization and track record of delivering continuous improvement across processes, technology and operations. Continue reading SNC-Lavalin and CGI sign IT outsourcing agreement

Manhattan Associates Announces CFO Resignation

PRESS RELEASE: Manhattan Associates announced that on April 25, 2016, the Company’s Executive Vice President, Chief Financial Officer, and Treasurer, Dennis B. Story, notified the Company he will be leaving to pursue personal and other business interests. Mr. Story will continue to serve Manhattan in his current role through the end of the Company’s second fiscal quarter, which is June 30, 2016. Continue reading Manhattan Associates Announces CFO Resignation

Jeff Romano Joins 8×8 as SVP of Global Services and Support

8×8 announced that Jeff Romano has joined the company as Senior Vice President of Global Services and Support. As 8×8 continues to gain momentum with international mid-market and enterprise customers, Romano’s charter is to transform and revolutionize the entire customer experience from deployment of services to ongoing service adoption, support, and customer success. Continue reading Jeff Romano Joins 8×8 as SVP of Global Services and Support

TCN Continues Rapid Growth, Expanding its Global Footprint in the Call Center Industry

PRESS RELEASE: TCN announced it has hit significant milestones in overall growth. Within the past year, TCN completed a successful merger with Global Connect, another leading provider of cloud-based dialing and communication services, and expanded its customer base to over 1,600 customers globally. The company also added two new data centers in Calgary, Canada and Las Vegas, further expanding its global data centers in St. George, Utah, Los Angeles, Toronto, Australia and England. Continue reading TCN Continues Rapid Growth, Expanding its Global Footprint in the Call Center Industry

NICE Maintains Its Top Position as CC Workforce Optimization Market Share Leader, According to DMG Consulting

PRESS RELEASE: NICE Systems announced that it has been acknowledged by DMG Consulting LLC as the worldwide leader in contact center WFO, with 40.3% of the market share. NICE was also recognized as the WFO market share leader for non-security deployments, garnering 38.5 percent of the market. Continue reading NICE Maintains Its Top Position as CC Workforce Optimization Market Share Leader, According to DMG Consulting