Daily Archives: October 17, 2016

Technology, Who's Buying What?

dnata Selects Avaya to Drive Digital Transformation in Customer Experience

PRESS RELEASE: dnata, one of the world’s largest air services providers and a member of Emirates Group, announced it has selected Avaya as a strategic technology partner to power its customer service digital transformation strategy. In the UK, dnata is the parent company of prestigious travel brands including Travel Republic and Hogg Robinson. Continue reading dnata Selects Avaya to Drive Digital Transformation in Customer Experience →

Outsourcing

London Borough of Bromley signs two-year contract extension with Liberata

PRESS RELEASE: Liberata, the business process innovation company announced that its contract with the London Borough of Bromley has been extended until March 2020. The two-year extension, worth a potential £22m, will see Liberata continue to deliver and digitally transform a number of council services; as Bromley seeks to achieve savings whilst enhancing overall service delivery. Continue reading London Borough of Bromley signs two-year contract extension with Liberata →

Technology

Unify enhance Contact Centre offering with Optymyse

PRESS RELEASE: SJS Solutions’ Agent Information System, Optymyse, has now been accredited as part of Unify’s Technology Partner Program. The solution can now be offered as part of Unify’s world class contact centre solution, OpenScape Contact Centre. Unify has found that many OpenScape Contact Centre customers rely on up to date and accurate information and reporting for both contact centre agents and managers. Continue reading Unify enhance Contact Centre offering with Optymyse →

Product Launch, Technology

Enacomm Announces ViA 3500, Next-Generation IVR Dashboard for Quicker, More Informed Decision Making to Optimize Consumer Self-Service Experience

PRESS RELEASE: Enacomm, Inc., a leading provider of intelligent customer interactions technology, announced the release of Virtual Interactive Analyst (ViA) 3500, an Interactive Voice Response (IVR) reporting, monitoring and alerting application offering organizations a complete view of their phone self-service system effectiveness. Continue reading Enacomm Announces ViA 3500, Next-Generation IVR Dashboard for Quicker, More Informed Decision Making to Optimize Consumer Self-Service Experience →

Technology, Partnerships

Swyx and Deutsche Telekom sign strategic agreement

The German technology company Swyx is continuing its growth trend: Following a record number of 750,000 users being reached during the summer with 130,000 in the past year, the Dortmund-based unified communications provider is to strengthen its cooperation with Deutsche Telekom. Both companies have signed a strategic cooperation agreement up to 2021. In addition, Deutsche Telekom has increased its existing stake in Swyx under this strategic cooperation agreement. Continue reading Swyx and Deutsche Telekom sign strategic agreement →

Technology

Five9 Announces Enhanced Integration with Oracle Engagement Cloud

PRESS RELEASE: Five9 announced new collaborations with Oracle Engagement Cloud. The Oracle Engagement Cloud suite unifies both sales and service on a single customer experience (CX) platform. By combining Five9 with Oracle Engagement Cloud, organizations can streamline business operation efficiency, increase up-sell opportunities, and improve customer satisfaction. Continue reading Five9 Announces Enhanced Integration with Oracle Engagement Cloud →

Technology

Mitel Named a Leader in Interaction Management for Midsize Contact Centers by Independent Research Firm

Mitel® announced it was among the select companies Forrester invited to participate in the evaluation The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016. In this evaluation, Mitel was cited as a Leader. Continue reading Mitel Named a Leader in Interaction Management for Midsize Contact Centers by Independent Research Firm →