All posts by Sam Heggie-Collins

Leading Financial Services Company Modernizes Service Infrastructure in the Cloud with inContact

PRESS RELEASE: inContact, the leading provider of cloud contact centre software and contact centre agent optimization tools, today announces a top financial services firm is leaving its premise-based contact centre system for the inContact cloud platform. Moving more than 200 agents across two contact centres to the cloud is a significant step towards increased efficiency and an improved customer experience. Continue reading Leading Financial Services Company Modernizes Service Infrastructure in the Cloud with inContact

Zendesk Expands Enterprise Reach with New Offerings for Large Organizations

PRESS RELEASE: Zendesk, Inc. announced an expansion of its enterprise offering to address the growing need for a modern customer service platform at large organizations. It launched an upgraded Enterprise Elite pricing plan that provides dedicated support, service-level guarantees and enterprise-specific product features, as well as created its first dedicated enterprise team and four adoption paths that use best practices and the unique Zendesk Benchmark to guide rapid customer service improvement. Continue reading Zendesk Expands Enterprise Reach with New Offerings for Large Organizations

NICE Wins Two Customer Service Excellence Awards at CONAREC 2014

PRESS RELEASE: NICE Systems announced that it is the winner of two Customer Service Excellence Awards – for Intelligent Analytics and Digital Recording – which it received at the 2014 National Congress of the Company-Customer Relations (CONAREC 2014) that took place September 9-10. Continue reading NICE Wins Two Customer Service Excellence Awards at CONAREC 2014

Brits have no patience for poor technology

PRESS RELEASE: Renowned for our patience, politeness and love of queuing, Brits aren’t tolerant when it comes to technology, according to new research from data virtualisation company, Delphix. Companies that deliver a poor technology experience will find customers voting with their feet: 70% of us avoid companies that regularly have technical issues and 70% expect companies to use the latest technology when dealing with customers. Continue reading Brits have no patience for poor technology

How do I…Integrate the back office into the contact centre?

BLOG: Customer service does not just begin and end with a phone call. In today’s multi-channel environment, customers are becoming more and more demanding – and the back office is playing a huge part in the customer experience. Comments from Stefan Captijn, Senior Director Product Marketing, Genesys. Continue reading How do I…Integrate the back office into the contact centre?

ING Introduces a Voice-Controlled Mobile Banking App Powered by Nuance

PRESS RELEASE: Nuance Communications, Inc. announced that ING Netherlands has turned to Nuance’s voice and artificial intelligence (AI) technologies to power Inge, the new voice feature of ING Netherlands’ mobile banking app. ING Netherlands is leveraging Nuance’s Nina, the intelligent virtual assistant for customer service, to offer an innovative, simple and hands-free alternative for their customers to do mobile banking. Continue reading ING Introduces a Voice-Controlled Mobile Banking App Powered by Nuance

Outbound Communicator Set to Revolutionise Proactive Customer Engagement Strategy for Enghouse Interactive

PRESS RELEASE: Enghouse Interactive, developer of a comprehensive portfolio of unified communications, quality management and contact centre solutions, announced the release of Outbound Communicator, an innovative new tool for outbound dialling and campaign management. The launch follows the recent acquisition of leading Germany-based contact centre software provider, IT Sonix, by Enghouse Interactive. Continue reading Outbound Communicator Set to Revolutionise Proactive Customer Engagement Strategy for Enghouse Interactive

Analytics for Everyone – With NICE Insight Amplifier, all Company Stakeholders Can Quickly and Easily Gain Insight from Customer Interactions

PRESS RELEASE: NICE Systems introduced its new release of NICE Interaction Analytics, which makes insights quickly and easily accessible to all members of the organization. Continue reading Analytics for Everyone – With NICE Insight Amplifier, all Company Stakeholders Can Quickly and Easily Gain Insight from Customer Interactions

Transera announces: New Customer Engagement Analytics Offering for Contact Centers

PRESS RELEASE: Transera, the Customer Engagement Analytics in the cloud company, today announced that it is opening up its Customer Engagement Analytics, allowing customers to analyze data from two data sources for 90 days using its cloud-based software. Continue reading Transera announces: New Customer Engagement Analytics Offering for Contact Centers