Flexible working in Ireland boosts demand for Avaya communications solutions in the cloud

Partners of Avaya in Ireland have over the past 6 months signed more than twice the number of Powered by Avaya IX seats for unified communications than were signed in the first six months after the product’s launch in February 2018. This represents thousands of cloud seats being taken up by Irish businesses over the past half year alone. Avaya currently has 3.7 million cloud seats between its public and private offerings globally. Continue reading Flexible working in Ireland boosts demand for Avaya communications solutions in the cloud

NICE Announces IntelliAgent Application, Boosting Agent Efficiency and Ensuring Compliance

NICE announced the release of IntelliAgent, providing employees with real-time compliance and authentication capabilities to reduce risks and human errors. NICE IntelliAgent is available across all agent desktops and enables simple and swift integration with existing contact centre systems. In addition, NICE IntelliAgent offers advanced automation capabilities, increasing operational efficiencies Continue reading NICE Announces IntelliAgent Application, Boosting Agent Efficiency and Ensuring Compliance

RingCentral Partners with PCM to Bring Cloud Communications Solutions to Enterprises

RingCentral, a leading provider of global enterprise cloud communications, collaboration and contact centre solutions announced a partnership with PCM, Inc, a leading technology solutions provider, to bring cloud communications solutions to enterprises across North America and the UK. Continue reading RingCentral Partners with PCM to Bring Cloud Communications Solutions to Enterprises

Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience

Webchat, SMS and social media messaging are popular ways for customers to contact brands – but new research by Ultracomms reveals how consumers feel about contact centres and confirms they still want to pick up the phone when they have a problem. Continue reading Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience

NICE inContact CXone Spring 2019 Release Adds End-to-End AI Capabilities

NICE inContact, a NICE business announced the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre for smarter customer and agent engagement, plus enhanced depth and breadth of CRM integrations. CXone new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration. Continue reading NICE inContact CXone Spring 2019 Release Adds End-to-End AI Capabilities

Greater Bank propels its digital transformation by moving to the cloud with Genesys

Greater Bank, an Australian customer-owned financial institution, has deployed the Genesys PureCloud® platform because of its flexibility, scalability and the ease with which it connects every customer interaction across channels, including voice, email, web chat, social media and SMS. Continue reading Greater Bank propels its digital transformation by moving to the cloud with Genesys