Genesys® has appointed Larry Katz as its new chief financial officer. Prior to joining Genesys, Katz held a variety of senior executive leadership positions at JP Morgan Chase, including chief administrative officer for the Chase Merchant Services division and CFO for the JP Morgan Treasury Services division. Continue reading Genesys Names Larry Katz as Chief Financial Officer
All posts by Sam Heggie-Collins
Nuance Receives #1 Combined Rating among Enterprise Intelligent Assistant Vendors in Newly-Published Opus Research Report
PRESS RELEASE: Nuance announced that it has received the highest combined rating amongst Intelligent Assistant and bot vendors in the newly-published report by Opus Research, “Decision Makers’ Guide to Enterprise Intelligent Assistants.”* Nuance outscored all other Intelligent Assistant (IA) and bot vendors that were evaluated and ranked highest for its intelligent virtual assistant, underscoring Nuance’s leadership in the industry. Continue reading Nuance Receives #1 Combined Rating among Enterprise Intelligent Assistant Vendors in Newly-Published Opus Research Report
NewVoiceMedia achieves SOC 2 Type 2 certification
NewVoiceMedia has successfully completed a Service Organisation Controls (SOC) 2 Type 2 examination based on the trust principles of security, availability and confidentiality. Accountancy firm PricewaterhouseCoopers (PwC) performed a rigorous audit of NewVoiceMedia’s security controls and processes for its products and services. Continue reading NewVoiceMedia achieves SOC 2 Type 2 certification
German Vendor Swyx tops online conversations on Unified Communications
Swyx is considered to be one of the top 100 influencers on Twitter when it comes to “unified communications” according to a new report from Influencer Relationship Management company, Onalytica. Covering both brands and individuals, Swyx comes eighth in the list of most prominent companies, giving them a dominant voice within the active online community. Continue reading German Vendor Swyx tops online conversations on Unified Communications
Robust self-service platform now essential in the modern customer engagement centre, says Aspect
Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. Continue reading Robust self-service platform now essential in the modern customer engagement centre, says Aspect
Five Steps to Reinventing Quality Management in Contact Centres
Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management… For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? Continue reading Five Steps to Reinventing Quality Management in Contact Centres