Audio and communications technology specialist Jabra announced the appointment of Tero Tolonen as VP of Product Management, Large Enterprise Business. In his new role, Tero will be responsible for business-to-business product management at Jabra. His role will have a strong focus on maximising business value, balancing new product introductions and the management of in-market product lifecycles. Continue reading Jabra appoints Tero Tolonen as new VP Product Management
PRESS RELEASE: Content Guru was honoured to welcome a prestigious visitor to Radius Court as Mr James Puxley, Lord Lieutenant of the Royal County of Berkshire, formally presented Content Guru with a Queen’s Award for Enterprise: Innovation. The Queen’s Award recognises storm® CONTACT™, Content Guru’s multi-channel cloud contact centre product, as an outstanding example of innovation. Continue reading Lord Lieutenant of Berkshire Presents Content Guru with a Queen’s Award for Enterprise
PRESS RELEASE: Stefanini has responded to the increasing importance of artificial intelligence with the launch of its cognitive computing platform, Sophie, which can automate a broad range of business and IT services. The launch of Sophie follows three years of research and development and a pilot project for clients in Brazil. Continue reading Stefanini responds to artificial intelligence trend with launch of cognitive computing platform Sophie
PRESS RELEASE: Jive Software announced that UNIQA Insurance Group AG, a leading European insurance group, launched a new Jive-powered Interactive Intranet to strengthen strategic alignment and employee engagement across its global workforce. With this modern corporate communications solution, the rapidly growing company is cultivating a more transparent, unified culture, while gaining a better understanding of the reach and impact of its internal messages. Continue reading UNIQA Strategically Aligns its Global Workforce with Jive
PRESS RELEASE: Hinduja Global Solutions Limited (HGS) announced it received Frost & Sullivan’s 2016 North American Contact Center Outsourcing New Product Innovation Award for DigiCX, a suite of customer experience (CX) services designed to transform traditional call center approaches by unifying customer engagement regardless of channel or device.
“The proliferation of channels and devices that digital-savvy consumers now have at their fingertips is creating an operational challenge for all contact centers,” said Michael DeSalles, Principal Analyst, Digital Transformation at Frost & Sullivan. “What DigiCX does is optimize the ideal blend of self-service, automation and agent-assistance that’s just right for the client’s business.”
DigiCX takes an innovative design-thinking approach to reimagine the traditional customer experience. DigiCX leads with dynamic self-service intelligently integrating people to help consumers “Get the Right Answer Fast” at every moment of truth using analytics, automation and artificial intelligence. It helps companies measure where their customers want to interact and then deploys the right mix of engagement solutions across voice, digital and mobile channels to provide a differentiating customer experience.
“Always being open, easy to do business with, helping customers complete transactions and quickly resolve issues over any device is the new consumer expectation,” said Chris Lord, SVP, Global Head DigiCX at HGS. “We’re honored to receive this award, which underscores our commitment to optimizing customer experience. By applying new design thinking we are moving past traditional call center approaches and incubating innovative ideas to help consumers get the right answer fast while meeting the corporate need for asset light and quick to deploy solutions that work with existing infrastructure and CRM investments.”
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluate companies’ new product attributes (match to needs; reliability; quality; positioning; and design) and customer impact (price/performance value; customer purchase, ownership and service experience; and brand equity) to determine best in class cases.
DeSalles further noted, “Frost & Sullivan believes with the launch of DigiCX, that HGS has articulated a clear unified customer experience strategy to the market. HGS has added another new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services.”
NewVoiceMedia announced a new, industry-leading global call routing architecture that will dramatically raise the bar on call quality for organisations running contact centres in multiple geographies. This platform enhancement will optimise contact centre management and operations, while ensuring the highest quality customer experience across the world. Continue reading NewVoiceMedia Launches Industry-leading Global Call Routing Architecture to Optimise Contact Centre Management and Customer Experience
PRESS RELEASE: Cisco and VimpelCom Group, a leading global provider of telecommunications and digital services headquartered in Amsterdam and serving over 200 million customers, announced that VimpelCom has selected Cisco Jasper to be the Smart Connectivity management platform across its network operator properties globally. The partnership is aimed at enhancing commercial opportunities internationally for the business-to-business segment. Continue reading VimpelCom and Cisco Jasper Introduce Smart Connectivity for Business Customers
PRESS RELEASE: GENBAND™ announced that Intelecom is leveraging GENBAND’s WebRTC Gateway (formerly SPiDR) to enhance its flagship “Contact Centre” solution with real-time communications. The new capabilities allow agents to interact with customers in context, helping to streamline service delivery. Continue reading Intelecom Selects GENBAND’s WebRTC Gateway Solution to Integrate CRM Software and Voice Environments
PRESS RELEASE: Aldermore bank have become one of Europe’s leading alternative banks and technology has played a crucial role in the businesses growth and success. Elite have been working with Aldermore bank for over 5 years and we were recently featured in the European Business Review magazine which celebrated Aldermore’s customer centric technology strategy. Continue reading Elitetele.com provide cloud-based unified communications for Aldermore Bank
PRESS RELEASE: Elitetele.com’s sales and marketing team have had another hugely successful year, achieving significant organic growth with new business sales up 30% year on year. We want to be the leading provider of IT and unified communications’ solutions, and we know our people are key to achieving this. Continue reading Elitetele.com to expand its sales and marketing team with £1 million investment
PRESS RELEASE: Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change. According to industry sources, call centre outsourcing is hitting record levels in Europe, with more contracts than ever before, and by some counts volumes are ahead of those in the US as a whole. Continue reading Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change
BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres
PRESS RELEASE: Growing call centre Inspired Outsourcing is recruiting for 80 positions after securing a new contract with a leading energy supplier. The Newcastle-based outsourcing centre agreed expansion plans with its existing client, Scottish Power, earlier this month and is looking to hire new sales advisors and a team manager, as well as recruiting for a number of quality support roles. Continue reading Inspired Outsourcing creates 80 new jobs in the North East
PRESS RELEASE: Firstsource Solutions has won gold in the Technology and Telecoms category for its work with NOW TV at this year’s UK Customer Experience Awards. Firstsource also came in second place in the Engaging Customers Online category for its work with giffgaff, the mobile telephone network. Continue reading Firstsource Solutions wins gold at the UK Customer Experience Awards
PRESS RELEASE: Netcall is pleased to announce that it has secured a minimum £1.5 million contract with a FTSE 250 company. The company is an existing customer of Netcall’s business process automation product. The new five year contract is for the delivery and use of Netcall’s Liberty omni-channel Contact Centre, Unified Communications, Workforce Optimisation and Customer Experience Manager solutions. Each module will be delivered using the Liberty Software as a Service (SaaS) model. Continue reading Netcall announce £1.5m contract win