All posts by Sam Heggie-Collins

How Daisy Made Customer Experience Bloom with Rapide’s Customer Feedback Solution, Rant & Rave

The Challenge

Daisy Group plc is a leading provider of IT and communications solutions, providing services such as broadband, mobile, cloud and telephone systems to leading high street brands, public sector bodies and B2B organisations across the country. Based in Lancashire and formed in 2001, the company has grown rapidly in a short period of time.  Continue reading How Daisy Made Customer Experience Bloom with Rapide’s Customer Feedback Solution, Rant & Rave

OpinionLab partner with IBM,make it faster for brands to harness customer feedback across any device

OpinionLab, the pioneer and global leader in omnichannel Voice of Customer (VoC) feedback, has expanded its relationship with IBM to allow retailers to more quickly and easily collect and act on real-time customer feedback – and gain a more complete picture of the shopping experience across any device or channel.  Continue reading OpinionLab partner with IBM,make it faster for brands to harness customer feedback across any device

Creative Virtual Announces Celebration of the Company’s Tenth Anniversary

Creative Virtual, a leader in customer experience self-service solutions for global enterprises announced the celebration of the company’s tenth anniversary. Founded in London, United Kingdom in November 2003 by Chris Ezekiel, Creative Virtual began trading in January 2004 with a focus on providing web-based natural language virtual assistants. Over the past ten years, the company has diversified their product offerings and embarked on a global expansion.  Continue reading Creative Virtual Announces Celebration of the Company’s Tenth Anniversary

Medallia Appoints New Chief Financial Officer, Capping Year of Significant Growth

Medallia®, the global leader in SaaS Customer Experience Management (CEM) solutions, continues to build momentum after a stellar 2013 with its appointment of Chris Watts as Chief Financial Officer. The appointment of Watts, a technology industry veteran with over 20 years of financial and operations experience, adds significantly to Medallia’s world-class executive management team. Medallia enjoyed a very strong 2013 in terms of its customer portfolio, global presence, product line, and market impact.  Continue reading Medallia Appoints New Chief Financial Officer, Capping Year of Significant Growth

Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft

Jaspersoft, the Intelligence Inside applications and business processes announced that Clockwork Solutions LLC, a global leader in predictive analytics solutions for Enterprise Asset Management (EAM), has successfully deployed Jaspersoft as the reporting engine for its solution. Clockwork Solutions is now able to provide key insights on tens of terabytes of asset data.  Continue reading Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft

Contact centres struggling under the weight of multiple channels

Just 15% of contact centre agents are easily able to track customers across multiple channels, and almost half are required to use as many as 15 different systems to do their job. This is according to a joint research report between the Customer Contact Association (CCA) and Cisco.  Continue reading Contact centres struggling under the weight of multiple channels

NextiraOne set to be acquired by Dimension Data

NextiraOne Group B.V. (NextiraOne), Europe’s leading expert in communications services, has confirmed that Dimension Data Holdings Nederland B.V. (Dimension Data) has made an offer to acquire the European business of NextiraOne Europe B.V. in a two-part deal, subject to the approval of the EU Competition Commission under the EUMR (EU Merger Regulation).  Continue reading NextiraOne set to be acquired by Dimension Data

Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

Alcatel-Lucent Enterprise announced that it has been selected by Fingal County Council, one of the largest county councils in Ireland, to install its next generation Unified Communication and Collaboration solution, OpenTouch. Working with Alcatel-Lucent and NextiraOne Ireland, the new solution will enable the council to better inform and support residents during an emergency, reduce communications costs, and meet its future mobility needs while at the same time improve employee collaboration.  Continue reading Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

OneCockpit, NextiraOne’s new flagship monitoring and management service, has been further enhanced with the addition of a raft of new technologies and applications that can be proactively managed through the service. The move significantly broadens the scope of OneCockpit, which has been developed to give organisations end-to-end, real-time visibility of their infrastructure and provide early warning of potential performance problems before the activities of the organisation are impacted. NextiraOne, Europe’s leading expert in communications services, has been enjoying runaway success with OneCockpit and has continued the momentum with version 2 of the service, released within three months of the initial launch.  Continue reading NextiraOne Boosts Flagship OneCockpit Monitoring and Management service

Jabra provides fully integrated call-control with Cisco Jabber

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

National Security Technologies Selects Avaya Collaboration Solutions

Avaya LogoToday 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