Sonus Networks, Inc., a global leader in secure and intelligent cloud communications announced the completion of the Sonus and GENBAND mergers following which each became a wholly owned subsidiary of a parent company formed for purposes of the transaction and renamed Sonus Networks, Inc. In connection with closing the transaction, Sonus Networks also announced that, effective today, it has begun conducting business as Ribbon Communications. Continue reading Sonus Networks announces completion of Sonus and GENBAND Merger – and changes name to Ribbon Communications
Monthly Archives: October 2017
Aspect Verify™ reaches milestone with 250 million mobile banking transactions authenticated worldwide
Aspect Verify, a cloud-based trust platform for retail banking from Aspect Software, has now authenticated 250 million transactions in the UK, the equivalent to £2 billion worth of transactions a month. The fraud detection software offers heightened support for multi-factor identity authentication for online and telephone payments, while maintaining a seamless and secure user experience. Continue reading Aspect Verify™ reaches milestone with 250 million mobile banking transactions authenticated worldwide
Pegasystems Named a Leader in Gartner’s Magic Quadrant for Intelligent Business Process Management Suites for 11th Time in a Row
Pegasystems Inc., the software company empowering customer engagement at the world’s leading enterprises announced it has been named a Leader in the Gartner Magic Quadrant for Intelligent Business Process Management Suites (1) report. Pega has been recognized as a Leader in this report every year since its inception in 2003.* Continue reading Pegasystems Named a Leader in Gartner’s Magic Quadrant for Intelligent Business Process Management Suites for 11th Time in a Row
Puzzel included in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe for the third consecutive year
Puzzel (formerly Intelecom’s contact centre entity) has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the third consecutive year.* Continue reading Puzzel included in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe for the third consecutive year
70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks
A new survey of contact centre agents conducted by Semafone reveals the dire state of contact centre data security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention. This exposes organisations to inside and outside security threats, and puts sensitive customer information at risk. Continue reading 70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks
Society for Education and Training appoints Echo to improve online customer service
The Society for Education and Training (SET) is developing its partnership with outsourced customer contact specialist, Echo Managed Services, to continue to improve its online customer service and help boost membership. With over 16,000 members, SET is the largest professional membership organisation for teachers and trainers in the UK. Continue reading Society for Education and Training appoints Echo to improve online customer service
Introducing Medallia for Digital
Medallia announced Medallia for Digital™, a key component of Medallia Experience Cloud™, empowering companies to get a 360 degree view of the customer across all touchpoints. The solution enables companies to capture feedback from customers on the web and mobile and integrate it with data from retail stores, contact centers, and other touch points. Continue reading Introducing Medallia for Digital
Liquid Voice Expands International Operations
Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the appointment of Sean Gallen as APAC Sales Manager. In this new role, he will be responsible for managing all sales activity and building the company’s reseller channels activity throughout the region. Continue reading Liquid Voice Expands International Operations
8×8 Ranked as the UCaaS Market Share Leader for Midmarket and Enterprise Companies Worldwide
8×8 announced that according to Synergy Research Group, an independent market research firm, 8×8 is the worldwide leader in both revenue and subscriber seats in the midmarket and enterprise segments of the Unified Communications as a Service (UCaaS) industry. Continue reading 8×8 Ranked as the UCaaS Market Share Leader for Midmarket and Enterprise Companies Worldwide
Avaya Appoints Patrick O’Malley as Chief Financial Officer
Avaya announced it has appointed Patrick O’Malley as Senior Vice President and Chief Financial Officer, effective immediately. David Vellequette, who has served as Avaya’s CFO for the past five years, will remain as Senior Vice President of Finance until the end of 2017 to ensure a smooth transition and help complete Avaya’s debt restructuring and public listing efforts. Continue reading Avaya Appoints Patrick O’Malley as Chief Financial Officer
Nespresso improves user experience at boutiques worldwide with guest Wi-Fi service from Orange Business Services
Orange Business Services has been selected as the global supplier of Nespresso’s guest Wi-Fi and internet service, which will be rolled out in most of its standalone boutiques on five continents. The service will help Nespresso bridge its in-store customer experience with its digital channels. Continue reading Nespresso improves user experience at boutiques worldwide with guest Wi-Fi service from Orange Business Services
TELUS International to acquire Xavient Information Systems
TELUS International, a leading global business process and information technology services provider, is pleased to announce plans to acquire Xavient Information Systems, a global IT consulting and next-generation software services company with approximately 1,800 employees. Continue reading TELUS International to acquire Xavient Information Systems
83% of Financial Services Organizations Find Customer Authentication Experience Key Driver In Omni-Channel Authentication Management
NICE Actimize, a NICE business, has released a joint survey with PwC which outlined the state of omni-channel authentication strategies at financial services organizations (FSOs), observing that only 28 percent of FSOs have fully implemented cross-channel authentication management. Continue reading 83% of Financial Services Organizations Find Customer Authentication Experience Key Driver In Omni-Channel Authentication Management
CPM Barcelona named Best in Class in Social Media at UK CX Awards
CPM are thrilled to announce that CPM’s International Contact Centre in Barcelona took home GOLD at the UK CX Awards – for International Business – Best in Class – Innovation in Social Media, as a result of the amazing work undertaken by their CPM Social Media Team! Continue reading CPM Barcelona named Best in Class in Social Media at UK CX Awards
Customer-facing IPsoft Amelia implementation at SEB wins AI innovation award
Nicolas Moch, Head of Information, Architecture and Strategy for SEB, the leading Nordic corporate bank, is the winner of this year’s Supernova Award from Constellation Research in the category of Artificial Intelligence and Augmented Humanity. Moch was recognized for spearheading projects with IPsoft’s Amelia to enhance bank operations and customer service. Continue reading Customer-facing IPsoft Amelia implementation at SEB wins AI innovation award