PRESS RELEASE: mplsystems, leading provider of contact centre and field service technologies, announced their inclusion in Gartner’s May 2017 “Magic Quadrant for the CRM Customer Engagement Centre (CEC)” for the third consecutive year. This follows their inclusion as a Visionary in Gartner’s October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe, making them one of two vendors to appear in both Magic Quadrants. Continue reading mplsystems Included in the 2017 Magic Quadrant for the CRM Customer Engagement Centre for the Third Consecutive Year
All posts by Sam Heggie-Collins
Conduent Named as a Leader in the 2017 NelsonHall NEAT in Customer Management Services in Telecommunications
PRESS RELEASE: Conduent Incorporated, the world’s largest provider of diversified business process services, has been named a ‘Leader’ among customer management services (CMS) vendors in telecommunications by research firm NelsonHall. Continue reading Conduent Named as a Leader in the 2017 NelsonHall NEAT in Customer Management Services in Telecommunications
Webhelp Delivers Improved Customer Experience with Development of Bespoke Performance Compass
Leading global customer experience and business process outsourcing company, Webhelp, has developed a new tool that allows it to monitor and manage the performance of its advisors in a consistent way across the business and ensure they are receiving the right coaching and development. Continue reading Webhelp Delivers Improved Customer Experience with Development of Bespoke Performance Compass
Mapping the customer and agent journey in parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys. Continue reading Mapping the customer and agent journey in parallel
Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
PRESS RELEASE: Eptica, the leading European technology company specializing in intelligent platforms for digital customer experience, announced today that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)” by Michael Maoz and Brian Manusama, May 8, 2017. This marks the fourth consecutive year that Eptica has appeared in this Magic Quadrant. Continue reading Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
TeleWare deepens Microsoft relationship with developer status through Trusted Application API
TeleWare, a leader in communication technology, today announces that it has been accepted onto Microsoft’s Technology Adoption Program (TAP) for Trusted Application API’s. This gives TeleWare the ability to integrate its products with Office365 – in particular, Skype for Business voice recording. Continue reading TeleWare deepens Microsoft relationship with developer status through Trusted Application API