Jabra today announced that all its leading headsets and speakerphones now offer fully integrated call-control with the latest Cisco Jabber 9.6 for Windows. Jabra is also the first headset vendor to complete the Cisco certification process, which allows Jabra to provide a complete USB, Bluetooth and DECT offering on key audio devices. Continue reading Jabra provides fully integrated call-control with Cisco Jabber
All posts by Sam Heggie-Collins
Netcall transform customer engagement integrating social media in partnership with Sentiment
Netcall enhances its integrated Liberty customer engagement suite with Sentiment’s social intelligence and engagement platform. Continue reading Netcall transform customer engagement integrating social media in partnership with Sentiment
XOP Networks’ Conference Bridges Facilitate Agent Supervision for Virtual Call Centres
XOP Networks, Inc., a developer of Value Added Service (VAS) software based platforms and Audio Conference Bridges, has deployed its Call Centre Service Package at a leading Virtual Call Centre organisation. Continue reading XOP Networks’ Conference Bridges Facilitate Agent Supervision for Virtual Call Centres
National Security Technologies Selects Avaya Collaboration Solutions
Today Avaya Government Solutions, a wholly owned subsidiary of Avaya, announced that National Security Technologies (NSTec) has selected a new Avaya unified communication and video solution to modernize the infrastructure used by its clients and significantly reduce operating costs. Continue reading National Security Technologies Selects Avaya Collaboration Solutions
Aspect Bolsters Own Customer Service and Support With Announcement of ServiceCloud Deployment
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced that it has entered into an agreement to deploy Salesforce’s ServiceCloud, a cloud-based customer knowledge delivery technology in order to bolster its customer service and support. Striving to implement best-in-class processes and technologies, ServiceCloud will aid in Aspect’s customer support and knowledge management functions. Continue reading Aspect Bolsters Own Customer Service and Support With Announcement of ServiceCloud Deployment
Frost & Sullivan Confirms Teleperformance’s Leadership in the Contact Center Outsourcing Market
Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance (TP) with the 2013 North America Company of the Year Award in Contact Center Outsourcing. Already a Tier I giant in the global outsourced CRM and contact center services space, TP continues to leverage its experience, global reach, and innovativeness to deliver customer-centric solutions and tangible results for contact center clients. Continue reading Frost & Sullivan Confirms Teleperformance’s Leadership in the Contact Center Outsourcing Market
Which? selects mplsystems for multi-channel contact centre solution
Which?, the largest consumer body in the UK, has selected customer contact technology specialist mplsystems to deliver a major multi-channel service centre upgrade, providing enhanced email, white mail and web chat management as well as powerful intelligentDesktop functionality. Continue reading Which? selects mplsystems for multi-channel contact centre solution
Rapide publish Nine Top Tips for Enhancing Customer Experience using Proactive Communication
Rapide have shared lots of thought leadership recently about the importance of listening and responding to customer feedback and how their customer feedback solution, Rant & Rave, can provide a platform for this. But what about keeping customers informed and engaged throughout their journey? Continue reading Rapide publish Nine Top Tips for Enhancing Customer Experience using Proactive Communication
Aspect Software and Capita IT Services announce channel partner agreement
Leading customer contact specialist, Aspect Software has today announced a channel partnership agreement with Capita IT Services, part of Capita plc, to supply Aspect’s complete customer experience portfolio of technology software to customers in the UK. Continue reading Aspect Software and Capita IT Services announce channel partner agreement
Fujitsu Introduces Solution for the New World of Omni-channel Retailing
Fujitsu today introduces a new omni-channel Point of Service (PoS) application that allows retailers to significantly increase revenue while reducing IT costs. FUJITSU Retail Solution Market Place achieves this by supporting enterprise-wide transaction and order fulfilment to deliver a consistent and seamless buying experience to their customers via traditional point of service (PoS), online and mobile channels. Fujitsu continues to reinforce its long-term commitment to the global retail sector around the world with the introduction of this revolutionary new solution, being demonstrated today at Booth 3319 at the National Retail Federation’s Big Show 2014 in New York. Continue reading Fujitsu Introduces Solution for the New World of Omni-channel Retailing
Beehive Research Continues to Innovate with Confirmit
Confirmit, the leading global solutions provider for Customer Experience, Employee Engagement and Market Research is pleased to announce that Beehive Research, an independent Market Research and Insight consultancy, has renewed its long-standing commitment to Confirmit with a new three-year contract. Confirmit will continue to underpin Beehive’s global panel research, customer and employee engagement programs. Continue reading Beehive Research Continues to Innovate with Confirmit
Mobile solutions provider Tedexis selects Anam to provide high-volume SMS messaging gateway
Anam Technologies, a mobile messaging software solutions provider for mobile operators, has today announced that they have been chosen by Tedexis, a leading mobile messaging aggregator in South America, to provide its highly-scalable MMX Messaging Gateway. Anam’s solution will be deployed in the cloud and will provide Tedexis with unmatched capacity, security, and geographic redundancy when delivering messages. The solution will also allow Tedexis to resell its services through Platform-as-a-Service (PaaS) mode to its connectivity partners and Value Added Service Providers (VASPs) which takes advantage of Tedexis’ existing Application-to-Person (A2P) agreements with carriers across the region. Continue reading Mobile solutions provider Tedexis selects Anam to provide high-volume SMS messaging gateway
inContact Announces Appointment of New Chief Technology Officer
inContact, the leading provider of cloud contact center software and contact center agent optimization tools announced the appointment of Julian Critchfield as Executive Vice President and Chief Technology Officer. Reporting directly to inContact CEO Paul Jarman, Critchfield will be responsible for the company’s technology strategy, product research and development and cloud operations. Continue reading inContact Announces Appointment of New Chief Technology Officer
ResponseTek Receives $6 Million in Funding, Positioning Company for Continued Growth
ResponseTek, the leader in enterprise Customer Experience Management (CEM) software solutions, today announced a $6 million round of financing. This investment will be used to power its continued growth and expansion into the Middle East and Asia. Customer experience programs were implemented in over 30 countries using ResponseTek’s Listening Platform™, resulting in double-digit improvements in customer satisfaction, significant and sustained reduction in customer churn and material increases in customer conversion and sales. Continue reading ResponseTek Receives $6 Million in Funding, Positioning Company for Continued Growth
Ventana Research Names Kronos the Top “Hot” Workforce Management Vendor
Kronos Incorporated today announced that Ventana Research named Kronos the top “Hot” vendor in workforce management in its Value Index for Workforce Management. In addition, the latest version of the Kronos Workforce Central® suite of workforce management applications ranked the top product in Ventana Research’s Value Index. Continue reading Ventana Research Names Kronos the Top “Hot” Workforce Management Vendor