mplsystems & injixo integration to transform productivity in contact centres

PRESS RELEASE: mplsystems & injixo integration to transform productivity in contact centres: Combining mplsystems’ pioneering contact centre and customer service technology with injixo’s workforce management software, the integrated solution brings a dynamic collaboration for improved productivity and customer experience. Continue reading mplsystems & injixo integration to transform productivity in contact centres

Bright Pattern and Reply.ai Introduce Bots with a Human Touch

PRESS RELEASE: Automation is not unusual in the customer service industry – IVR menus over the telephone are used in every call center. Unfortunately, the automation most often came at the expense of customer experience: frequently a customer needed something the machine could not help with, and a live person was needed to be connected in time to handle the exception. Continue reading Bright Pattern and Reply.ai Introduce Bots with a Human Touch

Noble Systems Announces 2017 Select Noble Users Group Conference Series

Noble Systems, a global leader in omnichannel contact centre technology solutions, has announced the dates of its 2017 Select Noble Users Group (SNUG) Conference series. The conferences help Noble’s users “get connected” to their Noble products, to other users facing similar business challenges, and to the Noble Systems team, so they can work faster and smarter, lower costs and optimise results. Continue reading Noble Systems Announces 2017 Select Noble Users Group Conference Series

Firstsource Solutions reports Third Quarter Fiscal 2017 revenues of $132.0 million

PRESS RELEASE: Firstsource Solutions, a global provider of customized Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, reported its consolidated financial results for the quarter ended December 2016 according to Indian Accounting Standards (IND AS). Continue reading Firstsource Solutions reports Third Quarter Fiscal 2017 revenues of $132.0 million

Content Guru Partners to deliver Verint Solutions in the Cloud

PRESS RELEASE: Verint® Systems announced a global partnership with Content Guru, a Communications Integration™ provider, in which Content Guru will deliver Verint customer engagement solutions—including workforce optimization and speech analytics—as an integrated customer engagement suite in the cloud. In addition, Verint’s digital first engagement management solution for government and public sector applications has been fully integrated with Content Guru’s storm® cloud customer engagement platform. Continue reading Content Guru Partners to deliver Verint Solutions in the Cloud

Trupanion, Provider of Medical Insurance for Pets, Selects Aspect Via™ to Create Personalised, True Omni-Channel Experience for Customers

aspect-logo-std-full-RGBAspect Software announced the general availability of Aspect Via, Aspect’s initial release of its complete Customer Engagement Centre (CEC) in the cloud. Personalised, omni-channel service experiences are fast becoming prime drivers of customer satisfaction. Via addresses these trends by delivering a complete set of cloud-based customer service capabilities that shape timely and tailored interactions regardless of channel. Continue reading Trupanion, Provider of Medical Insurance for Pets, Selects Aspect Via™ to Create Personalised, True Omni-Channel Experience for Customers

Eckoh urges businesses to take contact centre customer data seriously

Eckoh, the global provider of secure payment products and customer contact solutions, was appalled, but not surprised to hear of the recent leak of sensitive audio customer data in the US. While banks and financial institutions privately confirm to Eckoh that contact centre breaches happen regularly, last week’s public disclosure of an audio data leak is worrying. Audio recordings containing over 17,000 customers’ credit card details were made public. Continue reading Eckoh urges businesses to take contact centre customer data seriously

Revation Systems Announces New Release of LinkLive 8.0

PRESS RELEASE: Revation Systems announced its release of LinkLive 8.0, the newest version of its flagship platform. The latest release features major updates including LinkLive Connection Intelligence (LLCI), an industry first approach to Internet connection intelligence using secure vector routing and session orientation to create real-time session failover. Continue reading Revation Systems Announces New Release of LinkLive 8.0

IntelePeer Introduces Atmosphere® Communications Platform

PRESS RELEASE: IntelePeer announced the launch of its Atmosphere® Communications Platform, combining its world-class enterprise voice services and SIP with its recently acquired cloud contact center offering and its direct integrations with Cisco Spark. The company’s website, www.intelepeer.com, has also been refreshed to spotlight the new combined platform. Continue reading IntelePeer Introduces Atmosphere® Communications Platform

Pay-TV providers neglect customer experience at their peril, new Paywizard research reveals

PRESS RELEASE: Pay-TV operators can no longer simply rely on the strength of their content offering to maintain subscriber loyalty but must raise their customer relationship management game to gain ground in an increasingly competitive marketplace, new global research from subscription, billing and CRM specialist Paywizard shows. Continue reading Pay-TV providers neglect customer experience at their peril, new Paywizard research reveals

Altitude Announces the Appointment of Jesus Cuadrado as Chief Marketing Officer

PRESS RELEASE: Altitude Software announced that Jesus Cuadrado has been appointed Chief Marketing Officer. Jesus Cuadrado’ mission is to boost the go to market strategy and execution, with a stronger alignment with product and business model innovation to support business growth both on premises and cloud. Continue reading Altitude Announces the Appointment of Jesus Cuadrado as Chief Marketing Officer