Category Archives: Technology

dvsAnalytics is Added to EarthBend Call Recording Portfolio

EarthBend announced today that it has added dvsAnalytics’ workforce optimization software to its call recording portfolio. EarthBend is excited to offer its customers an all in one solution for their call recording, coaching, analytics, and workforce management needs. dvsAnalytics’ Encore is an innovative software suite that enables businesses to remain compliant, improve performance, and optimize its workforce.  Continue reading dvsAnalytics is Added to EarthBend Call Recording Portfolio

AltiGen Launches MaxCS Private Cloud

AltiGen Communications, Inc., a leading provider of Microsoft-based Unified Communications solutions, is pleased to announce the launch of MaxCS Private Cloud, a unique virtual dedicated IP PBX and Call Center managed service offering for small-to-medium-sized businesses (SMBs). This new solution leverages the innovative technologies of AltiGen’s MaxCS all software VoIP business communications system, which has been deployed by over 10,000 customers in more than 20 countries worldwide.

MaxCS Private Cloud is powered by AltiGen’s new MaxCS 7.0 software release, which is optimized for cloud deployment and includes the following key functionalities:

  • Dynamic SaaS licensing for PBX/Contact Center features
  • Support for Polycom VoIP phones behind NAT/Firewall
  • Web-based Partner Portal for MaxCS Private Cloud Ordering/Management

“Unlike other hosted IP PBX or IP Centrex services that are deployed on a shared hosting platform, MaxCS Private Cloud is a unique dedicated managed service,” said David Tang, AltiGen’s Vice President of Cloud Services. “Each customer receives a full-featured IP PBX and Contact Center system, delivered as a secured virtual cloud instance from AltiGen’s scalable and resilient cloud network.”

MaxCS Private Cloud offers the following benefits for SMBs.

  • Eliminates the need to invest CAPEX in a phone system
  • Reduces OPEX and maintenance costs
  • Lowers monthly communications costs
  • Allows customization for vertical markets (e.g. Pest Control, Insurance, Financial Services) leveraging AltiGen’s flexible APIs
  • MaxCS Private Cloud is sold and supported by AltiGen’s extensive authorized partner channel.

“The migration of our AltiGen phone systems in New York and Texas to MaxCS Private Cloud was seamless and painless,” said NuTravel Technology Solutions CEO Carmine Carpanzano. “We were able to reuse our existing AltiGen phones and our employees did not need retraining. We had experienced an extended power outage during Hurricane Sandy, so incorporating the disaster recovery capability of MaxCS Private Cloud was very important to us. Our local authorized AltiGen partner, Reliance Technologies, made the whole process quite easy.”

“The response from our customers to MaxCS Private Cloud has been overwhelmingly positive,” said Sunil Arora, Vice President of Reliance Technologies. “New customers as well are finding the affordable monthly subscription more attractive than an upfront purchase. The paradigm is definitely shifting.”

Whether upgrading from an existing AltiGen phone system or deploying as a first time customer, MaxCS Private Cloud will provide an easy to manage solution that reduces communications costs and lowers the total cost of ownership (TCO).

About AltiGen Communications

AltiGen Communications, Inc. (OTCQX: ATGN) is a leading provider of 100% Microsoft-based VoIP business phone systems and Unified Communications solutions. Having more than 10,000 customers around the world, AltiGen solutions are designed for high reliability, ease of use, seamless integration to Microsoft infrastructure technologies, and are built on a scalable, open standards platform. AltiGen’s worldwide headquarters is in Silicon Valley, California, with international operations based in Shanghai, China. Local sales, service and support are provided by AltiGen’s worldwide network of over 300 certified partners. For more information, call 1-888-ALTIGEN or visit the web site at www.altigen.com.

Trademarks

Copyright 2013 AltiGen Communications, Inc. All rights reserved. Product names, logos, brands, and other trademarks featured or referred to within this press release are the property of their respective trademark holders.

Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG

The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that the exciting new release of Community WFM has completed testing is available for general delivery.  Continue reading Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG

eGain Knowledge™ Certified With SAP CRM Interaction Center™

logo_egaineGain, the leading provider of cloud-based customer engagement solutions announced that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain’s top-rated knowledge management capabilities to provide smart, accurate, and consistent customer service.  Continue reading eGain Knowledge™ Certified With SAP CRM Interaction Center™

Adyen Processed $14 Billion in Payment Transactions in 2013, Achieving 40% Growth Over Last Year

Adyen, the global provider of international and omni-channel payment solutions announced that it processed more than $14 billion in payments transactions in 2013 – a 40% increase over 2012 – and achieved record growth in terms of revenue, mobile payments and new customer wins. Adyen holds full acquiring licenses for Visa, MasterCard, American Express, Diners, Discover and Union Pay schemes, enabling its platform to process payments from any sales channel including online, mobile and point-of-sale (POS).  Continue reading Adyen Processed $14 Billion in Payment Transactions in 2013, Achieving 40% Growth Over Last Year

Infratel Launches MightyCall React, the Zero-Agent Contact Center App for Small Business

Infratel, a global provider of contact center solutions for small and mid-size businesses, today at The Small Business Expo in Miami, FL announced the launch of MightyCall React and the companion product, MightyCall React Mobile for iOS. The two products make up a comprehensive solution enabling small business teams to work together more efficiently to receive, review and respond to customer requests from anywhere.  Continue reading Infratel Launches MightyCall React, the Zero-Agent Contact Center App for Small Business

Online sales are on the up – is your online customer service ready?

According to the British Retail Consortium, a record amount of online shopping was done in December 2013 – an increase of 19.2% in internet purchases – the fastest increase seen in four years. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys examines what retailers must do to embrace the growing online consumer presence.

There’s been mixed reporting about growth in sales over the Christmas period – food versus retail, in-store versus click and collect, mobile and web – but one fact has remained consistently true. Online shopping was up – with the fastest increase in four years.

John Lewis and Next both reported rising sales over the Christmas period, with both retailers particularly experiencing a big jump in online sales.

Today’s customers expect that they should be able to shop with a chosen company through any channel – whether that is picking up a mobile, going online to use social media or purchasing in store via click and collect. So retailers can no longer hide away from offering an extensive online shopping experience. We’ve seen the success it can bring to retailers who get it right, like Next and John Lewis, and Morrisons, whose sales were hit badly during the Christmas period, has in fact just unveiled its first ecommerce store – a direct response to market needs, perhaps?

Prepare your returns policy

One element to bear in mind in developing an online retail strategy is the returns process. Following the Christmas period, it’s common for three in 10 items to be returned, and if processes are in place to deal with these returns then retailers should see no increase in contact centre interactions.

Yet if retailers fail to provide easy to understand resources on their website – such as a comprehensive FAQ section – or fail to engage in proactive communications to their customers, then these returns can significantly impact traffic volumes into the contact centre.

Customer service is a huge element of retail success – online and offline

Whichever and however many channels are focused on, it’s essential that a retailer’s customer service values are mirrored across them all. Even if a luxury retailer has a good reputation for customer service in store, this must be replicated online – and through social media.

A retailer’s presence on Twitter and Facebook must be engaging, and must offer more than a standard response to all interactions regardless of their context. It’s supposed to be a 1:1 interaction, and should look as if it is.

And poor customer service can quickly can spill over into social media. Retailers need to look at how they can integrate social media into their broader customer service offering to ensure that customers who interact through social media will experience the same level of service and support which customers using traditional channels enjoy.

One view of the customer is key

A brand may be hundreds of shops with thousands of employees that sells both online and offline, but the customer sees just one company. Customers make no distinction between the online part of your business, the high street and the contact centre.

We are witnessing the rise of a generation of customers using multiple contact channels in the palm of their hand and retailers must keep up with this and be able to deliver the same consistent customer experience across all channels. Retailers need to consider the positive impact on the customer experience which would be delivered by agents having complete visibility of their customers’ interactions on one desktop view, regardless of channel.  Continue reading Online sales are on the up – is your online customer service ready?

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

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

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

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