Creative Virtual’s V-Person™ Now Available on Facebook Messenger

PRESS RELEASE: Creative Virtual has recently made their natural language virtual agent technology, V-Person, available within Facebook Messenger. This new integration empowers organisations to utilise their existing self-service knowledgebase to provide consistent, personalised engagement through Facebook’s popular chat platform. Continue reading Creative Virtual’s V-Person™ Now Available on Facebook Messenger

Mitel Enhances Contact Center Solution to Power Exceptional Customer Experiences for Today’s Mobile Consumer

Mitel® announced expansions to the MiContact Center Business digital customer experience solution. The expansions provide cross-platform integration and a browser-based application to help agents and supervisors engage in more informed interactions with customers and resolve issues faster. Continue reading Mitel Enhances Contact Center Solution to Power Exceptional Customer Experiences for Today’s Mobile Consumer

Grand Pacific Resorts pairs family-friendly vacations with concierge-level customer service from NewVoiceMedia

NewVoiceMedia announced that Grand Pacific Resorts has elevated its customer service with NewVoiceMedia’s ContactWorld solution, enabling agents to provide superior experiences. With NewVoiceMedia’s ContactWorld for Service technology, Grand Pacific Resorts’ customers are able to connect to the most appropriate agent, first time. Continue reading Grand Pacific Resorts pairs family-friendly vacations with concierge-level customer service from NewVoiceMedia

Businesses should embrace gamification to enhance workforce engagement in the back office, says eg solutions

PRESS RELEASE: The back office is likely to see a rapid change in the next few years thanks to the greater use of gamification in enhancing many line-of-business apps. With the blurring of lines between consumer and business technologies, many back office applications need to develop a softer tone to encourage users to engage more and help increase productivity. According to eg solutions, pioneers in back office workforce optimisation software; gamification can help businesses boost employee engagement and retain a new generation of workers. Continue reading Businesses should embrace gamification to enhance workforce engagement in the back office, says eg solutions

Xerox Named a Leading Contact Centre Outsourcing Service Provider in Everest Group’s 2016 Report

PRESS RELEASE: For the fourth year in a row, industry research firm Everest Group is recognising Xerox as a leader in contact centre outsourcing in its report ‘Contact Centre Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016.’ Continue reading Xerox Named a Leading Contact Centre Outsourcing Service Provider in Everest Group’s 2016 Report

OpenMarket Expands its Global Two-Way SMS Coverage to 81 Countries for Interactive Enterprise Brand Engagement

PRESS RELEASE: OpenMarket announced two-way SMS service for enterprises in 81 countries. OpenMarket now offers a two-way mobile messaging service in 37 additional countries across Europe, Africa, Asia and the Americas, allowing companies to engage interactively with a total of 6.1 billion mobile subscribers worldwide[1] via mobile. Continue reading OpenMarket Expands its Global Two-Way SMS Coverage to 81 Countries for Interactive Enterprise Brand Engagement

Customer Service and Support Get Omnichannel Boost from SAP® Hybris® Solution

PRESS RELEASE: SAP announced SAP® Hybris® Service Engagement Center, a new omnichannel cloud customer engagement solution that allows organizations to deliver convenient, contextual and relevant service experiences regardless of channel or device throughout the customer journey. This solution is now available in the United States. Continue reading Customer Service and Support Get Omnichannel Boost from SAP® Hybris® Solution

Interactions Expands Leadership Team with Appointment of Deepak Batheja as Executive Vice President of Technology and CIO

PRESS RELEASE: Interactions, LLC, a leader in speech and natural language technology and developer of Intelligent Virtual Assistant solutions for enterprise customer care appointed Deepak Batheja as Executive Vice President of Technology and CIO, further expanding its roster of experienced leadership personnel. Batheja will primarily focus on expanding Interactions’ rich portfolio of customer care offerings, powered by artificial and human intelligence. Continue reading Interactions Expands Leadership Team with Appointment of Deepak Batheja as Executive Vice President of Technology and CIO

Capita selected by Tesco Mobile to form partnership

PRESS RELEASE: Under the terms of the partnership Capita will continue to enhance Tesco Mobile’s award winning customer service propositions, using technology and service design methods to deliver a high quality customer experience. The deal is worth approximately £140m for an initial five year term and is due to commence on 1st August 2016. Continue reading Capita selected by Tesco Mobile to form partnership

Ultracomms appoints Derwyn Jones as Chief Executive Officer

PRESS RELEASE: Ultracomms announced the appointment of Derwyn Jones as Chief Executive Officer. Derwyn brings with him over twenty-five years’ experience in the contact centre and business process outsourcing (BPO) industries, and has a proven track record in delivering improvements in operations, sales, cost control, quality and productivity. Continue reading Ultracomms appoints Derwyn Jones as Chief Executive Officer

Autom8 Group partners with Nixxis to deliver a unique Contact Centre Solution

PRESS RELEASE: Autom8 Group, the Birmingham based contact centre software publisher announced a distribution partnership with Belgian outfit Nixxis. Autom8 Group provide end to end contact centre solutions to companies of all sizes and industries, being a true software development hub their solutions are custom built to client requirements. Continue reading Autom8 Group partners with Nixxis to deliver a unique Contact Centre Solution

inContact Announces Second Major 2016 Release of Award-Winning Customer Interaction Cloud

PRESS RELEASE: inContact announced the details of its second major release of Customer Interaction Cloud for 2016, version 16.2. These advancements are centered on providing inContact customers the power to achieve their customer experience and business goals by unlocking the true potential of the cloud. Continue reading inContact Announces Second Major 2016 Release of Award-Winning Customer Interaction Cloud

Genpact Helps Companies Use Artificial Intelligence to Automate Processes and Anticipate Customer Needs

PRESS RELEASE: Genpact launched its Neural Intelligence Platform that harnesses the power of artificial intelligence technologies, and brings middle and back office processing to the same level of digital automation as the front office to drive seamless customer journeys. Continue reading Genpact Helps Companies Use Artificial Intelligence to Automate Processes and Anticipate Customer Needs