New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications

Verint® announced that it has been named the global leader for WFO software by Pelorus Associates in the firm’s new Understanding the Global Market for Workforce Optimization Solutions report. In this analysis, Verint is cited for more than 43 percent worldwide market share, as well as for holding the leading market share for interaction recording and quality management, core applications of workforce optimization suites according to Pelorus Associates. Continue reading New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications

Smarsh Adds Voice Archiving Offering With Acquisition of London-based Cognia

Smarsh®, providing information archiving solutions for compliance, e-discovery and risk management, has completed the acquisition of Cognia, a worldwide leader in cloud-based voice archiving, audio search and analytics. Smarsh will leverage Cognia’s intellectual property and development resources to offer its global customer base enhanced capabilities around mobile and fixed-line voice communication – alongside a market-leading range of electronic communications – within The Archiving Platform. Continue reading Smarsh Adds Voice Archiving Offering With Acquisition of London-based Cognia

NICE Partners with Brightstar, Expanding Investment in the Southeast Asia Market

NICE announced a new strategic partnership with Brightstar India, a leading mobile device and IT infrastructure management company. The collaboration will support a regional launch of NICE Uptivity, the comprehensive scalable workforce optimization solution for the small and medium-sized enterprise (SME) market. Continue reading NICE Partners with Brightstar, Expanding Investment in the Southeast Asia Market

Jefferson County, Colorado Selects NICE Inform for New Consolidated 9-1-1 Centre Merging Eight Regional Centres

NICE announced that the Jefferson County Consolidated Communications Center Authority (JeffCom) will be deploying the full suite of NICE Inform communications recording and incident intelligence solutions to ensure the highest levels of service and public safety for residents of Jefferson County, Colorado. Continue reading Jefferson County, Colorado Selects NICE Inform for New Consolidated 9-1-1 Centre Merging Eight Regional Centres

FCR Announces Nearshore Expansion With New Tijuana, Baja Operations

FCR, the premier provider of outsourced live agent call center and business process solutions, announced its plans to open a new nearshore contact center in Baja California, Mexico. The site, located just minutes away from San Diego, California, is centered within the heart of Tijuana’s International Business Park and provides easy access and close proximity to the US-Mexico border crossing. Continue reading FCR Announces Nearshore Expansion With New Tijuana, Baja Operations

EU Consumers Poised to Take Back Control of Personal Data from Businesses, According to Pega Survey on GDPR

A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed 82 percent of European consumers plan to exercise their new rights to view, limit, or erase the information businesses collect about them. With game-changing EU regulations taking effect in May 2018, businesses must be prepared to comply with these requests or risk millions in government penalties. Continue reading EU Consumers Poised to Take Back Control of Personal Data from Businesses, According to Pega Survey on GDPR

RS Components Expands Customer Experience Programme with Confirmit

Confirmit has announced that RS Components (RS), the global distributor for engineers, has renewed its agreement with the company for a further three years. RS has worked with Confirmit to implement and run its strategic Voice of the Customer (VoC) programme since 2014 and uses the Confirmit Horizons platform for all survey distribution, feedback collection, reporting, action management and alerting. Continue reading RS Components Expands Customer Experience Programme with Confirmit

Avaya announces four new promotions in UK and Ireland

Avaya announced four senior promotions in the UK and Ireland. The promotions reflect the strong ongoing performance of the company’s UK&I business during the past year as well as the dedication of Avaya associates to driving excellence in execution, customer centricity and earning the trust of customers and partners. Continue reading Avaya announces four new promotions in UK and Ireland

Analytics software company achieves higher NPS than Microsoft and Apple

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced the release of its Net Promoter Score, a standard metric that measures customer experience and predicts business growth. CallMiner conducted its 2017 NPS survey in late November, and earned the company’s highest score to date with a NPS rating of 51. Continue reading Analytics software company achieves higher NPS than Microsoft and Apple

Fonolo Partners with Acticall Sitel Group to Provide Call-Back Solutions that Improve the Contact Centre Experience

Fonolo, the leader in cloud-based call-back solutions for the contact center, is proud to announce a global partnership with Acticall Sitel Group, a world-leading provider of customer experience solutions. Continue reading Fonolo Partners with Acticall Sitel Group to Provide Call-Back Solutions that Improve the Contact Centre Experience