Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Continue reading Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

Creative Virtual and KMS Lighthouse Announce Joint Venture to Significantly Enhance Customer Service and Knowledge Management

Creative Virtual, a world leader in customer and employee engagement, and KMS lighthouse, a leading provider of next-generation knowledge management, are integrating their solutions to help organisations improve customer service, call resolution and knowledge management. Continue reading Creative Virtual and KMS Lighthouse Announce Joint Venture to Significantly Enhance Customer Service and Knowledge Management

Record GDPR fine provides stark data and payment protection warning to business owners

With reports* confirming that British Airways will be fined £183 million by the Information Commissioner’s Office (ICO) following a significant data breach last year, PCI Pal’s CEO James Barham is encouraging businesses to step-up data protection processes and utilise descoping payment security technologies, so no sensitive card data is available to hackers. Continue reading Record GDPR fine provides stark data and payment protection warning to business owners

Kofax Establishes Leadership Position as the Only RPA Provider Delivering End-to-End Intelligent Automation

Kofax®, a leading supplier of Intelligent Automation software to digitally transform end-to-end business operations announced its leadership position as the only provider of robotic process automation (RPA) software capable of delivering end-to-end Intelligent Automation solutions at scale. Kofax RPA is the only RPA solution built into a robust Intelligent Automation platform. Continue reading Kofax Establishes Leadership Position as the Only RPA Provider Delivering End-to-End Intelligent Automation

Dynamic IVR Scripting by Premier CX helps Vax to Reduce call queue volumes and improve contact centre efficiency

In 2014, vacuum cleaner market leader Vax identified that they needed to improve the efficiency of their customer contact centre. Calls were taking longer to answer and handle than their own SLA’s said they should, and the resulting queues were seeing a higher abandonment rate than they wanted. Vax believed that this didn’t reflect well on a brand that was at the top of its market. Continue reading Dynamic IVR Scripting by Premier CX helps Vax to Reduce call queue volumes and improve contact centre efficiency

EmployBridge Moves Several Hundred Agents to Talkdesk for Unparalleled Cloud Innovation

Talkdesk, the cloud contact centre for innovative enterprises announced EmployBridge, America’s largest specialty industrial staffing company, selected Talkdesk to power its customer service operations. EmployBridge will move its customer service team of several hundred agents from a static, slow-moving first-generation cloud system to Talkdesk Enterprise Cloud Contact Center to leverage its rapid pace of innovation. Continue reading EmployBridge Moves Several Hundred Agents to Talkdesk for Unparalleled Cloud Innovation

Global Manufacturing Company Transforms Customer Experience with NICE inContact CXone

NICE inContact, a NICE business, announced that a multi-industry manufacturing company focused on innovative technology solutions for global industries, has significantly improved its contact centre operations, including seeing a significant uptick in Net Promoter Score® in one division, by implementing NICE inContact CXone globally to over 3,000 agents in 48 countries. Continue reading Global Manufacturing Company Transforms Customer Experience with NICE inContact CXone

8×8 Selects New Company Headquarters in California, Amidst Rapid Growth

8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide announced it has signed a multi-year lease for a new corporate headquarters located at 675 Creekside Way in Campbell, Calif. The company plans to move into the facility in the first quarter of calendar 2020. Continue reading 8×8 Selects New Company Headquarters in California, Amidst Rapid Growth