All posts by Sam Heggie-Collins

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

PRESS RELEASE: Eptica announced today that it has been named in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center” by Michael Maoz, April 24, 2014. Eptica was one of only two vendors to transition with the same product from the retired Magic Quadrant for CRM Web Customer Service (WCS) Applications. This marks the fourth consecutive year the company has appeared in a Gartner Magic Quadrant. Continue reading Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

With Voice Biometrics from Nuance, Banco Santander México Customers Say “Goodbye” to PINs and Passwords, and “Hello” to a Better Banking Experience

PRESS RELEASE: Nuance Communications, Inc. announced that Banco Santander México has deployed Nuance’s Vocal Password voice biometrics solution to replace PINs, passwords, and security questions in their automated phone system. Nuance’s voice biometrics solution is being used to securely and automatically confirm the identity of Santander customers – using just the sound of their voice. This is the first such customer-facing voice biometrics application in México. Continue reading With Voice Biometrics from Nuance, Banco Santander México Customers Say “Goodbye” to PINs and Passwords, and “Hello” to a Better Banking Experience

Clearlake Capital To Acquire ConvergeOne

PRESS RELEASE: Clearlake Capital Group, L.P. (together with its affiliates, “Clearlake”) today announced that it has reached a definitive agreement to acquire ConvergeOne (the “Company”), a leading independent provider of innovative communications solutions and managed services to enterprises globally. Continue reading Clearlake Capital To Acquire ConvergeOne

Adobe Analytics Expands Market Lead With Advanced Capabilities

PRESS RELEASE: Adobe announced powerful new capabilities for Adobe Analytics, the data and analytics backbone of Adobe Marketing Cloud, that will help marketers make precise, data-driven decisions to drive return on marketing spend. Having today been named a leader with the strongest position in The Forrester Wave™: Web Analytics Q2, 2014 Report, Adobe Analytics now extends its market lead with live stream (real-time event firehose), predictive marketing decision trees, new mobile app analytics and Apple iBeacon support. Continue reading Adobe Analytics Expands Market Lead With Advanced Capabilities

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

IBM Introduces ‘IBM ExperienceOne’ to Help Organizations Bring Together Marketing, Sales and Services Practices to Deepen Customer Engagement

PRESS RELEASE: At its Smarter Commerce Global Summit in Tampa, IBM announced ‘IBM ExperienceOne,’ a new integrated portfolio of cloud-based and on premise offerings that help clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices. Continue reading IBM Introduces ‘IBM ExperienceOne’ to Help Organizations Bring Together Marketing, Sales and Services Practices to Deepen Customer Engagement

Frost & Sullivan Names Interactive Intelligence Its North American Contact Center Systems Company of the Year

ININ logoPRESS RELEASE: Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has been named Frost & Sullivan’s 2014 North American Contact Center Systems Company of the Year. Continue reading Frost & Sullivan Names Interactive Intelligence Its North American Contact Center Systems Company of the Year

Zultys Mobile Communicator 4.0 brings Contact Center and Visual Voice Mail Capabilities to Android Devices

ZultysLogo_001PRESS RELEASE: Zultys, a leading provider of innovative unified communications solutions that empower businesses to collaborate effectively, today announces the availability of Zultys Mobile Communicator version 4.0 for Android which extends advanced IP business phone system functionality like voicemail management and contact centre agent capabilities to the mobile device. The new application is now available to download from the Google Play Store. Continue reading Zultys Mobile Communicator 4.0 brings Contact Center and Visual Voice Mail Capabilities to Android Devices

8×8, Inc. Ranked #1 on Infonetics Research Sixth Annual ‘North American Business VoIP Service Leadership Scorecard’

8x8-INC-HiResPRESS RELEASE: 8×8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions, today announced it has earned the #1 ranking in the Infonetics Research sixth annual “North America Business VoIP Service Leadership Scorecard” report. Continue reading 8×8, Inc. Ranked #1 on Infonetics Research Sixth Annual ‘North American Business VoIP Service Leadership Scorecard’

Positive Lending Solutions advances sales performance with innovative cloud telephony

NVM logo jpgPRESS RELEASE: Accredited mortgage and finance broking specialist Positive Lending Solutions has selected NewVoiceMedia’s technology ‘ContactWorld for Sales and Marketing’ for complete visibility of all sales activity, as customer data is turned into customer insight, driving sales effectiveness. Continue reading Positive Lending Solutions advances sales performance with innovative cloud telephony

Genesys Announces New Alliance with Zendesk to Enhance Customer Services Delivered from the Cloud

Geneys_logoPRESS RELEASE: Genesys, a leading provider of customer experience and contact centre solutions, today announced that the company has formed an alliance with Zendesk to integrate the Genesys cloud contact centre solution with the Zendesk customer service platform. With Genesys, customers will experience contextual self-service options and, when requiring human-assistance, the call will be routed to the best-skilled Zendesk agent, eliminating transfers and improving the overall customer experience. Continue reading Genesys Announces New Alliance with Zendesk to Enhance Customer Services Delivered from the Cloud

HomeServe Selects Pegasystems to Drive Business Transformation

PRESS RELEASE: HomeServe announced that it has selected Pegasystems Inc. to build a new technology platform that will enable it to deploy a single view of all interactions with its customers and rationalise legacy systems and processes. HomeServe provides home assistance services to over 5.1 million Customers in the United Kingdom, France, Spain and the United States. The programme will enable the company to continue to put a greater focus on its Customers, and offer multi-channel, multi-partner process efficiency and service delivery across multiple territories. Continue reading HomeServe Selects Pegasystems to Drive Business Transformation