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500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention.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
Daily Archives: October 30, 2017
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