European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation

NICE announced that a major European public sector agency has delivered significant improvements by implementing NICE Robotic Process Automation (RPA) which streamlines manual processes and allows employees to focus on high-value activities. Continue reading European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation

Enghouse Systems Limited Acquires Survox

Enghouse Systems announced it has broadened its contact center portfolio by acquiring Survox, Inc. of San Francisco. Survox is a well-established, multi-mode, voice-based survey automation software and services provider. Its offerings enable market research, facilitate opinion polling and enhance brand equity by efficiently conducting surveys. Continue reading Enghouse Systems Limited Acquires Survox

Westcon-Comstor launch ForgeServe IP device provisioning and management

Swoop Datacom Ltd an industry leader in telephony based IoT services and software development, today announce a global distribution partnership with Westcon-Comstor (Westcon Group Inc). The ForgeServe, device provisioning and life-cycle management solution will enhance the Westcon UCC practice service arm with an advanced tool kit catering to the channel and complimenting many of the market leading hardware brands already sold by Westcon. Continue reading Westcon-Comstor launch ForgeServe IP device provisioning and management

Empowering customer service agents

The butterfly effect is the concept that small changes, such as the flapping wings of a distant butterfly, can cause a chain reaction of events that can build up to a tornado. Here, Howard Williams, marketing director of live chat software specialist Parker Software, looks at how the simple choice of chat can lead to happier agents and loyal customers. Continue reading Empowering customer service agents

RingCentral Named 2017 Company of the Year by Frost & Sullivan in Hosted IP Telephony and UCaaS North America

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, announced today that Frost & Sullivan has named RingCentral 2017 Company of the Year in the Hosted IP Telephony and UCaaS North America report. RingCentral is recognized for the second consecutive year for its complete communications and collaboration capabilities and keen insight into the customer experience. Continue reading RingCentral Named 2017 Company of the Year by Frost & Sullivan in Hosted IP Telephony and UCaaS North America

Natterbox double win in Corporate Vision’s 2017 Technology Innovator Awards

Natterbox, a leading provider of global voice cloud services today announced it has won two prestigious awards in Corporate Vision’s 2017 Technology Innovator Awards. Natterbox was named Voice and CRM Integration Specialist of the Year and UK Best Cloud-based Services Platform in recognition of its Advance Voice Services (AVS) innovation. Continue reading Natterbox double win in Corporate Vision’s 2017 Technology Innovator Awards

Contact centre technology research finds businesses are failing to keep up with customer expectations

New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that many UK businesses lack the contact centre capabilities to meet customer expectations. The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centres with technology that could improve the customer experience, help retain existing customers and acquire new business. Continue reading Contact centre technology research finds businesses are failing to keep up with customer expectations

Wipro Launches Digital Pod in Edinburgh, Scotland

Wipro, a leading global information technology, consulting, and business process services company announced the launch of its newest digital pod in Edinburgh, Scotland, deepening its commitment to offer digital services at close proximity to its UK and European customers. Wipro inaugurated the pod in the presence of Greg Hands, UK Minister of State for Trade and Investment, representatives from Edinburgh City Council, clients and analysts. Continue reading Wipro Launches Digital Pod in Edinburgh, Scotland