Up to 200 new Jobs to be created by new contact centre opening in Liverpool

PRESS RELEASE: Outsourced contact centre and software specialist Kura has selected Sefton for a major new site and its first outside of Scotland. The Glasgow-based company will occupy Caspian House at Atlantic Park, which is expected to house over 400 employees.
The move comes after Kura was selected as a strategic partner of Scottish Power for the next 5 years to become the utility giant’s largest outsource customer services provider. Continue reading Up to 200 new Jobs to be created by new contact centre opening in Liverpool

eg solutions US$2.7m multinational contract with leading global bank

PRESS RELEASE: eg solutions plc, the back-office workforce optimisation company, is pleased to announce that it has secured an initial US$2.7m 3-year contract with a global bank, to deploy its eg work manager® data capture product to gain real-time operational visibility and insights into the execution of its processes. The Contract commences immediately with US$1.9m recognisable in the current financial year. Continue reading eg solutions US$2.7m multinational contract with leading global bank

Gijima launches NEC based UCaaS solution and boards first customers

PRESS RELEASE: NEC business partner in South Africa Gijima announced it has rolled out a brand new UCaaS solution in South Africa that offers full enterprise UC capabilities on a monthly basis and enables customers to scale functionality and capacity as they need. Rather uniquely it offers scalability from 0 to 100%. Continue reading Gijima launches NEC based UCaaS solution and boards first customers

Firstsource recognised as a Challenger in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide

PRESS RELEASE: Firstsource Solutions, the customer experience expert, has been placed for the first time in the Challengers category in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide. This recognition comes as Firstsource posted strong results in the quarter ending December 2016, with YOY growth of 8.2% compared the same period the previous year. Continue reading Firstsource recognised as a Challenger in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide

UK retail customer experience failing to improve with nearly 50% of queries left unanswered

PRESS RELEASE: Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests. Companies were unable to answer 46% of customer queries received on email, the web, Twitter and Facebook, with only 7.5% responding on all four channels – and a mere 2.5% providing a consistent, accurate answer across all of them. Continue reading UK retail customer experience failing to improve with nearly 50% of queries left unanswered

Aspect Software becomes a member of the GSMA

aspect-logo-std-full-RGBAspect Software has strengthened its commitment to its work in banking fraud prevention and mobile banking, by becoming a service provider member of the GSMA. Representing the interests of mobile network operators worldwide, the GSMA connects hundreds of stakeholders within the mobile ecosystem to contribute to shaping the future of mobile communications worldwide. Continue reading Aspect Software becomes a member of the GSMA

Yamaha Debuts the CS-700 Video Sound Collaboration System for Huddle Rooms

PRESS RELEASE: As businesses and organizations continue to use remote communications technology to bridge distances and share ideas, there has been a proliferation of huddle room and small meeting rooms. These new spaces demand technologies that are more convenient and enable a seamless collaboration experience so users can easily come together to exchange information, share ideas, and collaborate at any time. Continue reading Yamaha Debuts the CS-700 Video Sound Collaboration System for Huddle Rooms

Twilio Extends Relationship with AWS Through Support of Amazon Connect

PRESS RELEASE: Twilio the leading cloud communications platform company announced support for Amazon Connect, the newly announced cloud-based contact center service from Amazon Web Services (AWS). Twilio’s Programmable APIs will enable a range of new capabilities, including integrating phone intelligence lookup to personalize Amazon Connect contact flows, enhance customer contact details, and follow up with post-call surveys via SMS. Continue reading Twilio Extends Relationship with AWS Through Support of Amazon Connect

Pindrop’s Security and Authentication Technology Will Be Available With Amazon Connect

Pindrop, the pioneer in voice security and authentication announced that it will be integrating and making available its fraud detection capability with Amazon Connect. Amazon Connect customers will be able to get an added layer of security for their contact centre by using Pindrop’s simple, self-service integration. Continue reading Pindrop’s Security and Authentication Technology Will Be Available With Amazon Connect

Salesforce Announces Service Cloud Einstein and Amazon Connect Integration

PRESS RELEASE: Salesforce announced that it is collaborating with Amazon Web Services (AWS) to integrate Service Cloud Einstein with Amazon Connect, its new cloud-based contact center service. Today’s announcement extends the global strategic alliance between AWS and Salesforce that helps simplify and expand how customers capture, analyze and take action on data. Continue reading Salesforce Announces Service Cloud Einstein and Amazon Connect Integration

Aria Solutions implements Amazon Connect and integrates CRM and WFM

PRESS RELEASE: Aria Solutions, a leading provider of customer experience and contact center integration solutions, announced today that they are among the first AWS Partner Network (APN) Partners to support Amazon Connect and integrate systems like customer relationship management (CRM) and workforce management (WFM). Continue reading Aria Solutions implements Amazon Connect and integrates CRM and WFM

VoiceBase to Extend its Cloud Contact Center Reach Through Support of Amazon Connect

PRESS RELEASE: VoiceBase, a leading provider of speech analytics for the cloud announced its support for Amazon Connect a new cloud-based contact center service from Amazon Web Services (AWS). Based on Amazon’s customer service system, Amazon Connect efficiently helps any size business to set up and manage its own customer contact center. Continue reading VoiceBase to Extend its Cloud Contact Center Reach Through Support of Amazon Connect