Overcoming digital customer engagement challenges by delivering the omni-channel experience your customers now demand

matt-hooper-headBLOG: Consumers’ love affair with mobile technology has changed their behavior and led to an explosion in digital interactions. Matt Hooper, SVP, from cloud communications digital customer engagement specialist IMImobile looks at why contact centres need to support 9 different channels from 2017, and how they can do this seamlessly. Continue reading Overcoming digital customer engagement challenges by delivering the omni-channel experience your customers now demand

BroadSoft Acquires VoIP Logic

BroadSoft has acquired VoIP Logic, a wholesale provider of BroadWorks-based cloud communications services to internet and other service providers in the US. VoIP Logic has been successful in growing its customer base by offering an attractive cloud wholesale offer to its customers. This cloud model will be added to the BroadSoft BroadCloudⓇ portfolio and addresses the needs of service providers who want greater control of their platform. Continue reading BroadSoft Acquires VoIP Logic

Choosewell Health Insurance Powers Salesforce with Omnichannel customer interaction platform by Vocalcom

PRESS RELEASE: Choosewell, a leading Australian health insurance comparison service announced that it will deploy a Vocalcom Omnichannel customer interaction platform by Quality Connex for its customer communications’ channels. Continue reading Choosewell Health Insurance Powers Salesforce with Omnichannel customer interaction platform by Vocalcom

BrightCurrent powers the clean energy revolution with NewVoiceMedia’s inside sales platform

NewVoiceMedia announced that BrightCurrent, the only retail sales agency dedicated exclusively to clean energy, has fully mobilised its team with ContactWorld for Sales. As a result of increased sales efficiency and improved pickup rates, BrightCurrent has expanded its team’s productivity to handle a 350 percent increase in lead volume. Continue reading BrightCurrent powers the clean energy revolution with NewVoiceMedia’s inside sales platform

“The Great Sitel Bake Off” raises more than £2000 at its “World’s Biggest Coffee Morning” for Macmillan cancer support

PRESS RELEASE: Sitel has raised more than £2000 after hundreds of Sitel customer service agents across 6 sites nationwide; Exeter, Stratford upon Avon, Coventry ,Kingston upon Thames , Leavesden and Swansea, took part in Macmillan cancer’s; “The World’s Biggest Coffee Morning” on 30th September. Continue reading “The Great Sitel Bake Off” raises more than £2000 at its “World’s Biggest Coffee Morning” for Macmillan cancer support

Enghouse Systems Acquires Presence Technology

Enghouse Systems announced it has acquired Presence Technology, S.L. (“Presence”) for a purchase price of approximately $17.4 million (net of the cash acquired), subject to certain price adjustments and other considerations. Presence’s annual revenue is approximately $13.2 million. Continue reading Enghouse Systems Acquires Presence Technology

UK interest in the Philippines’ offshoring services grows

PRESS RELEASE: By 2017 one third of all customer service interactions will still require the support of a human intermediary. Intelenet® Global Services’ new Manila site supports the need to facilitate human interaction as 85 per cent of their business operations will be through voice processors to deliver customer support. Businesses of all kinds are digitally transforming their operations to keep pace with the digital age. Continue reading UK interest in the Philippines’ offshoring services grows

FairPoint Communications Now Offers Cloud Contact Center Application

PRESS RELEASE: FairPoint Communications announced the launch of its Cloud Contact Center application. This advanced call center management solution leverages Voice over IP (VoIP) technology to provide the tools necessary to manage a modern customer service operation that meets the evolving needs of today’s consumers. Continue reading FairPoint Communications Now Offers Cloud Contact Center Application

Pegasystems Named a Leader in Gartner’s Magic Quadrant for BPM-Platform-Based Case Management Frameworks

Pegasystems announced it has been named a Leader in the Gartner Magic Quadrant for BPM-Platform-Based Case Management Frameworks (1) for the second consecutive year. Gartner evaluated commercial case management applications built on the Pega® 7 Platform, which enables users to quickly build and evolve business systems, while simplifying and automating operations so organizations can reduce costs, improve agility, and deliver the end-to-end experiences customers demand. Continue reading Pegasystems Named a Leader in Gartner’s Magic Quadrant for BPM-Platform-Based Case Management Frameworks

Five9 Named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America for the Second Consecutive Year

PRESS RELEASE: Five9 has been recognized as a Leader, and again positioned highest in ability to execute in the October 2016 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America. Continue reading Five9 Named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America for the Second Consecutive Year