Datametrix Selects Enghouse Interactive for Contact Center as a Service

Enghouse Interactive announced that systems integrator and network solutions provider, Datametrix, a wholly-owned subsidiary of Telenor Group, has selected Enghouse Interactive Contact Center: Service Provider (CCSP) as the platform for its new contact center as-a-service (CCaaS) offering. Continue reading Datametrix Selects Enghouse Interactive for Contact Center as a Service

Verint Awarded Multiple Honors for Customer Engagement Optimization Solutions

PRESS RELEASE: Verint® announced that its Customer Engagement Optimization™ portfolio has received a series of industry awards. These honors reinforce the growing importance and impact of solutions that help enhance customer and employee engagement, heighten loyalty and experiences, improve efficiency and reduce risk. Continue reading Verint Awarded Multiple Honors for Customer Engagement Optimization Solutions

Consumers Happy to Interact with Brands on Mobile Messaging Apps such as Facebook Messenger finds new study

PRESS RELEASE: 53% of people in the UK and France who use mobile messaging apps such as Facebook Messenger and WhatsApp has interacted with a company via mobile messaging, or is open to doing so as long as they can block brands they are not interested in according to new research. In fact, only 28% of messaging users across the two countries said they are not interested in interacting with companies over this channel. Continue reading Consumers Happy to Interact with Brands on Mobile Messaging Apps such as Facebook Messenger finds new study

Empereon Marketing plans rapid growth with Contact Center as a Service and MPLS solutions from Windstream

500px-Windstream_Communications.svgWindstream announced that leading contact center solutions provider Empereon Marketing has selected Windstream to provide highly reliable, scalable and cost effective Contact Center as a Service (CCaaS) and MPLS transport solutions. Continue reading Empereon Marketing plans rapid growth with Contact Center as a Service and MPLS solutions from Windstream

King Abdullah Medical City Transforms the Patient Experience with Avaya Technology

PRESS RELEASE: Avaya announced that it has been awarded a contract by King Abdullah Medical City (KAMC), a leading referral specialist hospital in Saudi Arabia, to deliver unified communications and contact centre solutions. This solution is designed to enhance the healthcare experience at KAMC for patients, and improve collaboration and communication channels for teams in emergency and non-emergency medical cases. Continue reading King Abdullah Medical City Transforms the Patient Experience with Avaya Technology

VoiceSage Releases Hi-Tech Product Roadmap

PRESS RELEASE: Customer engagement services leader VoiceSage says Chatbots, Business Rules, AI and IoT are central to its product plans for 2017 – and beyond. Chatbots use an automated front end that appears human, allowing brands to nimbly supplement contact centre resource, saving costs by rationalising resources so that agents can move on to more complex higher value calls, as well as achieving a much higher level of control of messaging and tracking of service history, on a 24×7 basis. Chatbot support will be available end of Q2 2017. Continue reading VoiceSage Releases Hi-Tech Product Roadmap

NICE is Recognized With 2017 Product Line Strategy Leadership Award for Contact Centers in North America

PRESS RELEASE: NICE announced that it has received Frost & Sullivan’s 2017 Product Line Strategy Leadership Award for Contact Centers in North America. The award recognizes the extent to which NICE’s product line meets customer demands, the overall impact on customer value, and its market share leadership. Continue reading NICE is Recognized With 2017 Product Line Strategy Leadership Award for Contact Centers in North America

Mitel Signs Definitive Agreement to Divest Mobile Business

Mitel® announced that it has entered into a definitive agreement to divest its mobile division to the parent company of Xura, Inc. for $350 million in cash, a $35 million non-interest bearing promissory note and an equity interest in Sierra Private Investments L.P., the limited partnership that will own both Xura and the mobile division. Continue reading Mitel Signs Definitive Agreement to Divest Mobile Business

Leading UK Fashion Retailer Extends Partnership with NICE to Improve Customer Experience

PRESS RELEASE: NICE announced that N Brown Group, a leading online fashion retailer, is expanding its implementation of NICE’s Total Voice of the Customer solution to improve the quality of its customer experience insights. This is part of a robust customer-centric initiative throughout the organisation. N Brown Group, whose brands include JD Williams, Simply Be and Jacamo, is focusing its efforts on improving the customer experience at several key stages along the customer journey, including frontline customer service, product and delivery. Continue reading Leading UK Fashion Retailer Extends Partnership with NICE to Improve Customer Experience

Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

PRESS RELEASE: Genesys® released new research showing that Brits spend an average of over five and a half weeks on the phone to contact centres over the course of their lives. Exploring how consumers want to interact with brands across channels, the survey of over 2,000 British consumers conducted by Censuswide on behalf of Genesys found that 83 percent of consumers prefer to call companies and organisations for fast issue resolution and that Brits spend an average of 17 minutes a week on the phone to contact centres. Continue reading Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

PRESS RELEASE: KDDI Evolva, one of Japan’s leading call-center service providers, has announced an agreement with Avaya to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a next-generation contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service. Continue reading KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

Dubai’s RTA Awards Avaya a Strategic Contract

PRESS RELEASE: Dubai’s Roads and Transport Authority (RTA) today announced that Avaya had won a three-year strategic contract to support the RTA’s 8009090 Contact Center operations under a managed services agreement. The three-year contract will see Avaya partner with the RTA to deliver a richer customer experience to the residents and visitors of Dubai. Continue reading Dubai’s RTA Awards Avaya a Strategic Contract

Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?

PRESS RELEASE: The Payments Systems Regulator (PSR) has announced that banks must do more about the issue of ‘push’ fraud, where victims are tricked into sending instant payments to the wrong recipient. Consumer group Which? – who initiated a super complaint – has suggested that because banks do not have to compensate consumers due to these payments they are not incentivised to prevent it. But Keiron Dalton of Aspect Software’s digital identity division has suggested that it is completely within the interests of banks and payment service providers to work together to combat increasing fraud as a unit. Continue reading Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?

Rise of the machines: Over half of UK workers fear Automation will impact their job within 5 years

PRESS RELEASE: A new survey of the UK’s workforce has revealed which jobs workers are in fear over losing soon and which jobs workers want to see replaced by Automation ASAP. The data reveals how over half of the UK’s work force are waking up to the reality of automated machines and Artificial Intelligence being a very real threat to their livelihoods. Continue reading Rise of the machines: Over half of UK workers fear Automation will impact their job within 5 years