Mobile shopping in the UK, France and Germany accounted for 28% of online Christmas orders in 2016, according to CJ Affiliates, with the UK bringing in an even bigger proportion at 44%. And these figures are set to grow even more in the lead-up to the 2017 festive period. Continue reading Don’t let mobile fraud ruin Christmas shopping
Monthly Archives: November 2017
DWP and Genesys Win Gold in Best Innovation in Business Transformation at the 2017 European Contact Centre & Customer Service Awards
Genesys, the market leader in omnichannel customer experience and contact centre solutions, announced that Department for Work and Pensions (DWP) has been awarded Gold in the Best Innovation in Business Transformation category at the 2017 European Contact Centre & Customer Service Awards (ECCCSA) for its digital transformation programme with Genesys. Continue reading DWP and Genesys Win Gold in Best Innovation in Business Transformation at the 2017 European Contact Centre & Customer Service Awards
National Debt Relief Selects Twilio to Replace Legacy Contact Centre
Twilio, the leading cloud communications platform company, announced that National Debt Relief is replacing its legacy contact center technology and moving all its customer communications to Twilio. In just 90 days, National Debt Relief rolled out a contact center solution built on Twilio’s scalable, secure APIs that will serve 1,300 agents and employees across three service centers. Continue reading National Debt Relief Selects Twilio to Replace Legacy Contact Centre
Malindo air enhances customers experience with Aspect Software’s omni-channel contact centre solution
Malindo Air, recipient of Asia Pacific Regional Airline of the Year, has successfully implemented an Omni-Channel Contact Center Solution from Aspect Software, a leading provider of fully-integrated customer Interaction Management, Workforce Optimization, Self-Service and 6 time recipient of the Frost & Sullivan Asia Pacific Outbound Systems Market Share Leadership Award. Continue reading Malindo air enhances customers experience with Aspect Software’s omni-channel contact centre solution
Anantara Vacation Club Intensifies Its Customer Engagement Operations with Aspect Software
Anantara Vacation Club, Asia’s leading luxury vacation ownership concept, has deployed Aspect® Unified IP® contact centre platform to enhance the Club’s customer engagement and outbound marketing operations in Hong Kong and Shanghai. Continue reading Anantara Vacation Club Intensifies Its Customer Engagement Operations with Aspect Software
Pegasystems Earns Best in Biz Award for Second Consecutive Year
Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, announced that Pega® Intelligent Virtual Assistant has been named a Bronze winner for Best New Product of the Year in the Enterprise category of the seventh annual Best in Biz Awards. This marks the second consecutive year that a Pega solution has won an award in this category. Continue reading Pegasystems Earns Best in Biz Award for Second Consecutive Year
SpiceCSM Now Available on AWS Marketplace
SpiceCSM, a digital transformation platform for enabling the Customer Engagement Hub, announced its availability on the AWS Marketplace, allowing customers seamless ordering and provisioning of SpiceCSM’s Engagement Suite and Automation Suite products through their Amazon Web Services (AWS) account. SpiceCSM provides a low-code, visual integration and development environment that makes it simple to create complex processes with a unified interface for contact center agents. Continue reading SpiceCSM Now Available on AWS Marketplace
Reputation.com Introduces Unified Customer Experience Solution
Reputation.com, the leading Online Reputation Management (ORM) platform, launched Reputation.com Surveys: the industry’s first comprehensive customer experience solution that captures customer insights from web and SMS surveys, online reviews, and social media channels, all on a single platform. Continue reading Reputation.com Introduces Unified Customer Experience Solution
Fusion Wins Two Cloud Services Contracts Valued at More than $1.6 Million
Fusion, a leading provider of cloud services, announced that its advanced cloud voice and connectivity solutions have been selected to improve communications for two major enterprises in the healthcare and hospitality verticals. The customers cited Fusion’s expertise in meeting the specialized requirements of these key industries. Continue reading Fusion Wins Two Cloud Services Contracts Valued at More than $1.6 Million
EPIC Connections Joins NICE inContact DEVone Program to Provide Performance Improvement Services to Contact Centres
NICE inContact announced that EPIC Connections, a global professional services company, has joined the DEVone developer program and provides technology utilization and performance improvement services to contact centers on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Continue reading EPIC Connections Joins NICE inContact DEVone Program to Provide Performance Improvement Services to Contact Centres
Frost & Sullivan Recognizes ZaiLab’s Visionary Leadership for Its Enterprise Software Solutions
Based on its recent analysis of the enterprise software market, Frost & Sullivan recognizes ZaiLab with its 2017 Sub-Saharan African Visionary Innovation Leadership Award. Launched in 2014, ZaiLab is a visionary software development company in the contact center (CC) industry. Continue reading Frost & Sullivan Recognizes ZaiLab’s Visionary Leadership for Its Enterprise Software Solutions
Knoah Solutions Expands its Business within Honduras
Knoah Solutions, Inc., a global business process outsourcing company, announced they have expanded their operations in Tegucigalpa, Honduras, with the addition of another location. The expansion comes a year after opening their first location in the capital city. Continue reading Knoah Solutions Expands its Business within Honduras
Avaya Announces Court Approval of Restructuring Plan
Avaya announced that the United States Bankruptcy Court for the Southern District of New York (the “Court”) has confirmed its second amended chapter 11 plan of reorganization (the “Plan”). As a result, Avaya expects to emerge from its restructuring process before the end of this year. Continue reading Avaya Announces Court Approval of Restructuring Plan
Artesian Solutions Secures £3.5 Million ($5m) in Further Expansion and Growth Capital Raise
Artesian Solutions, the powerful Artificial Intelligence driven service that equips client facing teams with the resources they need to succeed in a modern commercial environment, has announced it has secured further expansion capital from Columbia Lake Partners. The capital will be used to refinance existing debt obligations, and provide a line of working capital for further growth and expansion. Continue reading Artesian Solutions Secures £3.5 Million ($5m) in Further Expansion and Growth Capital Raise
Verint’s Automated Workforce Management Leverages Artificial Intelligence to Empower the Workforce
Verint® Systems announced innovative automation capabilities that are empowering the fast-growing digital workforce. These powerful new capabilities allow employees to access their work schedules via voice-controlled digital personal assistants and benefit from automation to perform schedule tasks on mobile devices—whenever and wherever they choose. Continue reading Verint’s Automated Workforce Management Leverages Artificial Intelligence to Empower the Workforce