Hat Trick of Awards for Webhelp SA in 2016 CCMG Awards

Webhelp has secured a hat trick of titles in this year’s Contact Centre Management Group awards. Webhelp colleagues Katja Alves, Zahir Harris and Shu-aib Samsodien were chosen as the top operators in their fields this year and took home the titles, Best Contact Centre Operations Manager, Best Contact Centre Support Professional, Workforce Planning and Best Contact Centre Sales Professional respectively. Continue reading Hat Trick of Awards for Webhelp SA in 2016 CCMG Awards

Creative Virtual Introduces V-Person Live Chat™ for a Fully Integrated Customer Support Experience

PRESS RELEASE: Creative Virtual has announced the official launch of V-Person Live Chat. This newest addition to Creative Virtual’s suite of Smart Help solutions empowers organisations to deliver a fully integrated customer support experience by combining self-service virtual agents and human-assisted live chat. Continue reading Creative Virtual Introduces V-Person Live Chat™ for a Fully Integrated Customer Support Experience

WPS Selects NICE Workforce Optimization Solution to Enhance Business Processes and Performance

PRESS RELEASE: NICE announced that WPS Health Solutions has adopted NICE’s Workforce Optimization (WFO) solution to support its high-performing organization. NICE WFO is being used to boost business processes across the organization and drive superior employee performance, helping WPS improve quality, productivity, and efficiency. Continue reading WPS Selects NICE Workforce Optimization Solution to Enhance Business Processes and Performance

AlmavivA Brazil Implements Avaya Contact Center Solutions

PRESS RELEASE: Avaya announced that AlmavivA Brazil, an Italian information and communication technologies (ICT) provider, has implemented Avaya Contact Center Solutions to modernize its customer service operations. The project, implemented by the Betta Group, helps AlmavivA Brazil optimize response times for customers as well as costs for the company with the flexibility needed for a rapidly growing company. Continue reading AlmavivA Brazil Implements Avaya Contact Center Solutions

8×8 Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide for Fifth Consecutive Year

8×8 announced that the company has been recognized by Gartner as a Leader in the August 23, 2016 “Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide”1 for the fifth consecutive year. This is validation for 8×8’s momentum in the mid-market and enterprise segment; the reach of its global network, delivery and deployment capabilities; and the high quality, reliability and security of its global cloud communications solutions. Continue reading 8×8 Positioned as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide for Fifth Consecutive Year

Microsoft’s stake in artificial intelligence leads the way for serious business use

PRESS RELEASE: This week, Microsoft announced its acquisition of Genee, an artificial intelligence (AI) firm that produces a ‘power’ scheduling personal assistant for Office 365. Stephen Ball of Aspect Software suggests that the software giant’s buy-out of such technology is the start of a significant phase of serious business use of artificial intelligence, machine learning and natural-language processing. Continue reading Microsoft’s stake in artificial intelligence leads the way for serious business use

BGL Group appoints new Customer Operations Director

PRESS RELEASE: The BGL Group has appointed Nicola Sumner as Customer Operations Director for Fusion Contact Centre Services. In her new position at Fusion, which delivers high-quality customer service on behalf of BGL Group’s Frontline and Junction businesses, Nicola will be responsible for driving the Contact Centre’s customer excellence programme forward, delivering best in class service to customers. Continue reading BGL Group appoints new Customer Operations Director

Aspect Software Introduces Chatbot – “Virtual Assistant” Technology

PRESS RELEASE: Aspect Software recently launched its Interactive Test Response (ITR) solution backed by Aspect’s Natural Language Understanding (NLU) to deliver automated customer service with a personal touch. Also known as “chatbots,” this “virtual assistant” technology provides the ability to interact with customers on messaging channels in a natural, conversational way. Continue reading Aspect Software Introduces Chatbot – “Virtual Assistant” Technology

Interactive Intelligence Partner Ecosystem Sees Rapid Expansion

PRESS RELEASE: Interactive Intelligence has reported rapid expansion of its partner ecosystem. Since the first of the year, the company signed 50 new partners with indirect sales accounting for nearly half of new customer deals. In Q2, an Interactive Intelligence channel partner closed the largest indirect deal in the company’s history, worth more than $12.5 million. Continue reading Interactive Intelligence Partner Ecosystem Sees Rapid Expansion

Noble Harmony Named a 2016 Product of the Year

PRESS RELEASE: Noble Systems announced that it has won a 2016 Communications Solutions Product of the Year Award for Noble® Harmony. Noble Harmony added powerful new functionality to its web-based supervisor interface for remote and mobile contact center management with the version 5.1 upgrade, including a re-designed user interface and enhanced tools for agent and group maintenance, manager wallboard, and quality assurance and recording, as well as features designed for the Noble Inbound 100 platform. Continue reading Noble Harmony Named a 2016 Product of the Year

Intelecom Contact Centre as a Service now available on G-Cloud 8

PRESS RELEASE: Intelecom Group AS has announced that its contact centre solution has been accepted onto the Government’s G-Cloud 8 digital marketplace. Intelecom’s Contact Centre as a Service (CCaaS) solution enables organisations to manage multichannel customer interactions -across voice, email, chat, SMS and social media, including Twitter and Facebook. Continue reading Intelecom Contact Centre as a Service now available on G-Cloud 8

MassMutual Selects Medallia to Implement Real-time Customer Engagement Program for Retirement Plans

How do you improve award-winning customer service and industry-leading client retention rates for retirement plans? If you’re Massachusetts Mutual Life Insurance Co. (MassMutual), you incorporate real-time customer feedback and response capabilities for immediate satisfaction and improvement. Continue reading MassMutual Selects Medallia to Implement Real-time Customer Engagement Program for Retirement Plans

USA: AnyHour Solutions Announces a New Bank Customer Using their 24/7, Fraud Prevention, Call Center Outsourcing Service

PRESS RELEASE: AnyHour Solutions, a provider of comprehensive call/contact center outsourcing services for financial institutions since 1994, announces a new service added to their list of 24/7 call center outsourcing capabilities and a new financial institution client – Lake Sunapee Bank – that is now live with the new service. AnyHour Solutions is now providing comprehensive 24/7 call center services for REDi financial institution clients that employ the REDi Verifi fraud prevention software. Continue reading USA: AnyHour Solutions Announces a New Bank Customer Using their 24/7, Fraud Prevention, Call Center Outsourcing Service

Real-Time Speech Analytics from Verint Optimizes Customer Engagement with Actionable Intelligence

PRESS RELEASE: Verint® announced enhancements to its Real-Time Speech Analytics™ solution. The software, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to take a proactive approach to identifying opportunities to guide interactions for the mutual benefit of both the end customer and the organization.

Continue reading Real-Time Speech Analytics from Verint Optimizes Customer Engagement with Actionable Intelligence