Enghouse Interactive Signs Partnership Deal with Technology Distributor, Exertis

Enabling it to expand its reach and scale its offering to the UK contact centre and communications marketplace, Enghouse Interactive today announced that it has signed a strategic partnership agreement with Exertis, one of the UK’s leading distributors of IT and Unified Communications solutions. Continue reading Enghouse Interactive Signs Partnership Deal with Technology Distributor, Exertis

KONE Selects Salesforce Service Cloud Lightning to Elevate its Customer Service

PRESS RELEASE: Salesforce announced that KONE — a global leader in the elevator and escalator industry — has selected Salesforce Service Cloud Lightning and Field Service Lightning to deliver faster, smarter and more personalized service for its customers worldwide. Used with its current deployment of Sales Cloud Lightning, Salesforce will become central to KONE’s service workforce, enabling the company to set a new standard for customer experience, responsiveness and quality. Continue reading KONE Selects Salesforce Service Cloud Lightning to Elevate its Customer Service

Noetica Wins Innovation in Contact Centre Technology Award

PRESS RELEASE: Noetica has been presented with the Innovation in Contact Centre Technology award, by the Corporate LiveWire Emerging Technology Awards. In 2016 the company introduced two ground-breaking innovations to the global contact centre industry with the launch of SmartBound™ and the Noetica Voice Platform (NVP™). Continue reading Noetica Wins Innovation in Contact Centre Technology Award

Global Launch of Alcatel-Lucent Enterprise Cloud-based Collaboration Platform

PRESS RELEASE: ALE, operating under the Alcatel-Lucent Enterprise brand announced availability of Alcatel-Lucent Rainbow™ , an innovative cloud-based relationship management platform that connects business users, business contacts and systems. With Rainbow, employees can be more collaborative and productive, reaching beyond corporate boundaries. Continue reading Global Launch of Alcatel-Lucent Enterprise Cloud-based Collaboration Platform

Lipigas Delivers Enhanced Interactive and Visual Mobile Self-Service Portal Using Joint Visual IVR Solution From Dialogic and Telectronic

PRESS RELEASE: Dialogic, a cloud-optimized applications and infrastructure solutions provider for service providers, enterprises, and developers, announced today that Lipigas, a leading Chilean liquefied petroleum gas (LPG) distributor and an expert in energy solutions with operations in Colombia and Peru, has deployed PowerVille™ Visual IVR from Dialogic to provide interactive service ordering, billing, and account information through a visually-enhanced self-service portal accessible through their customers’ smart phones or mobile devices. Continue reading Lipigas Delivers Enhanced Interactive and Visual Mobile Self-Service Portal Using Joint Visual IVR Solution From Dialogic and Telectronic

Three in Four Brits Snub Retailers with Slow Customer Service

PRESS RELEASE: Interactive Intelligence Group released research revealing that over three quarters of UK consumers (79 per cent) will use a different retailer if they don’t receive a timely response from customer service. Furthermore, over half (54 per cent) will share negative feedback online or via social media if they are unsatisfied. Continue reading Three in Four Brits Snub Retailers with Slow Customer Service

Customer service outsourcing spending key focus for UK businesses in 2016

PRESS RELEASE: The private sector dominated the UK outsourcing market in the first three quarters of 2016 amid an overall slowdown in activity, according to the Arvato UK Outsourcing Index. The research, compiled by business process outsourcing (BPO) provider Arvato and industry analyst NelsonHall, found that businesses spent £3.18 billion on BPO and IT outsourcing in the period January to September, double the value of contracts agreed year-on-year. Continue reading Customer service outsourcing spending key focus for UK businesses in 2016

Handicare partners with CGI through transformational outsourcing agreement to drive its digital transformation

PRESS RELEASE: CGI is partnering with Handicare, a leading Swedish-based provider of lifting aids, operating in 30 countries worldwide, to modernize the company’s global IT environment and drive its digital transformation. Continue reading Handicare partners with CGI through transformational outsourcing agreement to drive its digital transformation

The Forecasting “Easy Button”

BLOG: By Ric Kosiba, Vice President, Interactions Decisions Group at Interactive Intelligence… Forecasting, we are always told (and I’ve said so myself), is an art, informed by science. As artsy as we like to think about it, there are still some fairly common and rigorous processes associated with getting our “canvas” ready. In general, there are a few steps all of us contact centre planners perform. Continue reading The Forecasting “Easy Button”

alldayPA responds to rise in business mobile use with £250K app launch

PRESS RELEASE: alldayPA – the UK’s leading telephone answering service for SMEs and entrepreneurs – has enhanced its offering with the launch of an app, following extensive market research and client feedback. This latest development in its state-of-the-art telecoms technology tracks all incoming calls, provides up-to-the-minute data on clients’ costs and sends instant notifications of inbound messages. Continue reading alldayPA responds to rise in business mobile use with £250K app launch

AVANT Signs Partner Agreement with Interactive Intelligence to Offer Customer Engagement Cloud Solution

PRESS RELEASE: AVANT has signed a partner agreement with Interactive Intelligence, a global leader of software and cloud services for customer engagement, communications and collaboration. As a master agent, AVANT can now offer its partners the Interactive Intelligence customer engagement cloud solution, PureCloud Engage℠. Continue reading AVANT Signs Partner Agreement with Interactive Intelligence to Offer Customer Engagement Cloud Solution