According to new research carried out by the Call Centre Management Association (CCMA) and supported by Intradiem, two-thirds of customer service agents report that their job is as difficult or more difficult than it was a year ago. Continue reading Customer service agents report ongoing struggles at work
Monthly Archives: October 2023
Essex County Fire and Rescue Service Deploys Motorola Solutions’ Command Centre Technology
Essex County Fire and Rescue Service (ECFRS) has chosen Motorola Solutions’ command centre technology, including Control Room Solution (CRS), for its call handling and emergency dispatch capabilities. Continue reading Essex County Fire and Rescue Service Deploys Motorola Solutions’ Command Centre Technology
Frost & Sullivan confirms Odigo, as the European CCaaS provider of choice for replacing on-premises solutions
In the 2023 edition of its Frost Radar™: European Cloud Contact Centre Market, Frost & Sullivan names Odigo as the European leader in terms of market share and positions the group among the leaders in the Growth and Innovation categories. Continue reading Frost & Sullivan confirms Odigo, as the European CCaaS provider of choice for replacing on-premises solutions
NICE Named Exemplary Leader in Ventana Research 2023 Buyers Guide for Agent Management
NICE announced that it has been named a Leader in Ventana Research 2023 Buyers Guide for Agent Management, receiving the highest ranking for overall agent management and scoring the highest on product experience out of 12 vendors evaluated. Continue reading NICE Named Exemplary Leader in Ventana Research 2023 Buyers Guide for Agent Management
Yeastar Introduces WhatsApp and SMS Integration for Omnichannel Messaging, Setting Foot in the Contact Centre Market
Yeastar, the world’s leading provider of Unified Communications solutions, announced strategic plans for its contact centre solution at Yeastar Day 2023 Virtual. Continue reading Yeastar Introduces WhatsApp and SMS Integration for Omnichannel Messaging, Setting Foot in the Contact Centre Market
Cogito Secures New Funding to Empower Better Agent and Customer Experiences
Cogito, the leader in real-time AI coaching and guidance for the enterprise, announced it has secured new funding to help advance features aimed at better supporting agents in the contact centre and improving customer experiences. Continue reading Cogito Secures New Funding to Empower Better Agent and Customer Experiences