All posts by Sam Heggie-Collins

Oxford City Council beats severe weather by optimising customer service in partnership with Netcall

netcall logoRecent severe weather conditions have resulted in higher call volumes to Oxford City Council’s contact centre, as customers seek help and advice on managing the impact of floods in their local area.  Continue reading Oxford City Council beats severe weather by optimising customer service in partnership with Netcall

Insurance company transforms service and sales operation with leading cloud contact centre technolog

NVM logo jpgA nationally-operating car insurance specialist has enhanced its customer experience and sales operation with innovative cloud contact centre technology from NewVoiceMedia. The business deployed ContactWorld for Service and ContactWorld for Sales and Marketing with Salesforce integration, for a single, shared view of all customer interactions.  Continue reading Insurance company transforms service and sales operation with leading cloud contact centre technolog

Unibet transforms customer service capability with multi-channel contact solution from Sabio

Unibet, one of the largest online gambling operators in the European market, has selected Sabio to implement a next generation multi-channel contact solution to fully transform its international customer service capability. The project brings together unified voice, e-mail and text chat contact channels, a consolidated agent desktop approach, streamlined workflow management and optimised workforce management to help Unibet deliver a consistently high quality customer experience regardless of the channel being used.  Continue reading Unibet transforms customer service capability with multi-channel contact solution from Sabio

Zultys Introduces MX Release 9.0 Unified Communications Software and MXvirtual™ Cloud-Based IP Phone

ZultysLogo_001Zultys, a premier provider of innovative unified communications solutions that empower businesses to collaborate effectively, today announced MX Release 9.0 for the award-winning MX Unified Communications platform as well as the official release of MXvirtual™, a cloud-based comprehensive Unified Communications solution for enterprises and managed service providers.  Continue reading Zultys Introduces MX Release 9.0 Unified Communications Software and MXvirtual™ Cloud-Based IP Phone

EarthBend Announces the Addition of Red Box Recorders to Its Call Recording Portfolio

EarthBend announced that it has added Red Box call recording solutions to its portfolio. Red Box provides solutions for compliance, coaching & training, service quality control, evidence gathering, dispute & complaint resolution, staff protection, and verification. EarthBend is proud to offer additional options to their partners who have customers that utilize call recording for adherence to state & federal laws (i.e. PCI, FDCPA, SEC etc.).  Continue reading EarthBend Announces the Addition of Red Box Recorders to Its Call Recording Portfolio

Voxeo, an Aspect Software Company Win Best Hybrid Cloud Solution Award from the Cloud Awards Program

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Voxeo, an Aspect company, has been awarded the 2014 Best Hybrid Cloud Solution award from the Cloud Awards Program. Voxeo, also as a finalist in Best Cloud Infrastructure category, was selected for its low latency, strong security and reliability. The Cloud Awards program celebrates the brightest and the best in Cloud Computing. Open to organizations across the globe, the Cloud Awards is the first and largest recognition platform of its kind.  Continue reading Voxeo, an Aspect Software Company Win Best Hybrid Cloud Solution Award from the Cloud Awards Program

NICE Appoints Barak Eilam as Chief Executive Officer

NICE Systems announced that its Board of Directors appointed Barak Eilam, President of NICE Americas, as its new Chief Executive Officer to succeed Zeevi Bregman, who is retiring from his position to pursue personal interests. The transition is expected to take place by the end of April, 2014.  Continue reading NICE Appoints Barak Eilam as Chief Executive Officer

Mitel Completes Merger With Aastra

Mitel® Networks Corporation, a global leader in business communications, today announced it has completed its merger with Aastra Technologies Limited. With US$1.1 billion of combined annual revenue and 60 million customers worldwide, Mitel now has one of the largest global footprints in the industry and is driving consolidation in the US$18 billion business communications market.  Continue reading Mitel Completes Merger With Aastra

ASC UK to Demonstrate neo Recording and WFO Suite at Connected Business Expo in London

ASC announced its subsidiary, ASC UK, will demonstrate its neo Recording and WFO Suite in London, England at the Connected Business Expo at London Olympia, on March 4-5, 2014, booth/stand #E520.  Continue reading ASC UK to Demonstrate neo Recording and WFO Suite at Connected Business Expo in London

UK’s largest independent contact centre looks to growth through Aspect Software collaboration

The UK-based contact centre outsourcer, The Contact Company (TCC), has chosen Aspect Software (Aspect) to improve efficiency and productivity across 1,000 seats over two sites in Birkenhead. The largest independent contact centre in the UK will deploy Aspect’s workforce optimisation software across multi-channel & omni-channel services.  Continue reading UK’s largest independent contact centre looks to growth through Aspect Software collaboration

New IBM Kenexa Talent Suite Taps Big Data To Energize Today’s Workforce

IBM announced the software-as-service (SaaS)-based IBM Kenexa Talent Suite that allows Chief Human Resources Officers (CHROs) and C-Suite executives to gain actionable insights into the deluge of data shared every day by their workforce. As a result, organizations can now streamline, modernize and add precision to hiring practices, increase workforce productivity and connect employees in ways that impact business results.  Continue reading New IBM Kenexa Talent Suite Taps Big Data To Energize Today’s Workforce

WhiteSpider Wins Global Business Excellence Award

WhiteSpider, a leading specialist in enterprise architectures for IT, has been awarded a Global Business Excellence Award for Outstanding New Service. The award recognises the company’s ea4 framework for IT Enterprise Architecture as one of 2013’s most outstanding new services and WhiteSpider won the accolade from a global field of entries.  Continue reading WhiteSpider Wins Global Business Excellence Award

ISO 9001 accreditation – what value?

By Yasser Ramirez, Head of Finance, 60K

Since 1987, when ISO published its first series of ISO 9000 quality management standards, more than one million organisations in 178 countries have achieved ISO 9001. What has persuaded so many people to invest significant amounts of time and money into this process, and what benefits have they gained? Should you be interested in doing the same for your organisation?  Continue reading ISO 9001 accreditation – what value?

3CLogic Announces Technology Partnership with Interplay Analytics

3CLogic, the only contact center solution on the Amazon Web Services (AWS) cloud, announces its channel partnership with Interplay Analytics, the market-leading consulting firm that helps organizations improve contact center performance and customer service. The new partnership, called Interplay3c, gives organizations, of all sizes, the benefits of being on the AWS cloud; inbound, outbound, and blended contact center solutions along with Interplay Analytics’ contact center consulting and research services.  Continue reading 3CLogic Announces Technology Partnership with Interplay Analytics