Aria Announces Support for Genesys SIP Server and Routing Data Analytics in Visualizer

PRESS RELEASE: Aria Solutions announces a new release of Aria Visualizer 1.7, an analytics application that can now analyze Genesys SIP Server messaging and detailed block-by-block interaction flows to present a comprehensive view of all customer interaction data and resolve issues faster. Continue reading Aria Announces Support for Genesys SIP Server and Routing Data Analytics in Visualizer

Nestlé Waters Teams Up with Salesforce to Launch Consumer Engagement Center

PRESS RELEASE: Nestlé Waters North America Inc. announced the launch of its digital Consumer Engagement Center in partnership with Salesforce, the Customer Success Platform and world’s #1 CRM company. The Consumer Engagement Center will be housed within the New York City offices of Salesforce in a unique, lab-like atmosphere. Continue reading Nestlé Waters Teams Up with Salesforce to Launch Consumer Engagement Center

Avaya Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications

PRESS RELEASE: Avaya announced that it is positioned in the Leaders Quadrant of the Gartner Magic Quadrant for Unified Communications for 2016, making this the eighth consecutive year that Avaya has appeared as a Leader in the analyst firm’s report. For the Magic Quadrant for Unified Communications 2016, ten vendors were evaluated that supply a unified solution covering six core areas of communications: telephony, conferencing (audio, video and web), IM and presence, messaging, clients for multiple environments, and the ability to integrate with other business and communications applications. Continue reading Avaya Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications

South West Trains offer enhanced service for passengers using Video Ticket Machines

PRESS RELEASE: A network of Video Ticket Machines, which will make it easier for passengers to get help and find the best value fare for their journey, is now live on the South West Trains network. It is believed to be first network of its kind in the country and is directly linked to a dedicated contact centre with specially trained staff who can offer face to face advice as well as remotely purchasing a ticket for the passenger if needed. Continue reading South West Trains offer enhanced service for passengers using Video Ticket Machines

Abandoning passwords is a step forward for frictionless customer engagement in banking

PRESS RELEASE: Two major banks have announced in the past week that they are to drop passwords for telephone banking and instead use voice recognition technology in a bid to secure personal data and reduce the risk of fraud. This week, Barclays Bank announced its rollout of the authentication method, following First Direct’s own news that it would be the first bank in the UK to do so. Continue reading Abandoning passwords is a step forward for frictionless customer engagement in banking

Barclays launches Voice Security Technology to all customers from Sunderland contact centre

PRESS RELEASE: Barclays has announced that it is introducing voice security technology to all customers, meaning its telephone banking service will be easier to use and more secure than ever. Staff at Barclays Sunderland Contact Centre are ready for the launch and will be the first site in the UK to operate the new voice security for customers. Continue reading Barclays launches Voice Security Technology to all customers from Sunderland contact centre

GoSquared Revolutionizes its Customer Service with Salesforce Desk.com

PRESS RELEASE: Salesforce announced that GoSquared has been recognized with the Nucleus Research 2016 Technology ROI Award, for transforming its customer service and achieving a 1,624% return on investment (ROI) in just three weeks using Salesforce Desk.com. GoSquared offers real-time user-level analytics for sites and applications, and by deploying Desk.com, the out-of-the-box helpdesk for small businesses, was able to increase customer service efficiency and employee productivity. Continue reading GoSquared Revolutionizes its Customer Service with Salesforce Desk.com

RE/MAX Selects RingCentral as Approved Supplier for Business Communications

PRESS RELEASE: RingCentral announced that RE/MAX has designated RingCentral as an approved supplier for business communications. Under this agreement, RingCentral will provide dedicated RingCentral support and preferred pricing to RE/MAX Affiliates. Already in use by over 500 U.S. and Canada RE/MAX Affiliates, the RingCentral Office® application has become the premier choice of leading brokers/owners who appreciate the mobility, flexibility, and richness of an innovative solution to provide world-class service to their customers. Continue reading RE/MAX Selects RingCentral as Approved Supplier for Business Communications

Aspect Software Welcomes Gene Weaver as Vice President of Solution Consulting

PRESS RELEASE: Aspect Software announced the appointment of Gene Weaver to vice president, solution consulting. Weaver, a technology industry veteran, is tasked with the execution of solution consulting pre-sales operations surrounding of Aspect’s cloud, hybrid, and on-premises customer experience solutions. Continue reading Aspect Software Welcomes Gene Weaver as Vice President of Solution Consulting

UK Business increasingly integrating digital customer services, research finds

PRESS RELEASE: UK businesses are increasingly integrating digital and traditional customer service channels to adapt to changing consumer behaviour, according to the Arvato UK Outsourcing Index. Analysis of customer service outsourcing deals signed in the first half of 2016 (H1 2016), found that 83 per cent of contracts covered multi-channel services, compared with just 50 per cent in the same period in 2015. Continue reading UK Business increasingly integrating digital customer services, research finds