Category Archives: Technology

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

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

Sentiment Raises £1 Million to Take Social to the Contact Centre

Sentiment, (the trading name of Macranet Ltd), the social intelligence and engagement platform, announced today it has secured £1 million in a Series A financing led by Elderstreet Investments, with participation from AIM listed technology company Netcall plc. The funding will accelerate the company’s growth strategy.  Continue reading Sentiment Raises £1 Million to Take Social to the Contact Centre

Vocalcom Introduces its Next-generation of Contact Center Software Solutions

The new solutions which include innovations in mobile and social engagement, rich customer interaction to create meaningful, real time customer connections and power optimal customer experiences can help businesses more effectively manage customer experiences in an always-on world. These advancements drive improvements in customer satisfaction, agent productivity, and cost-savings throughout contact center operations. The new release of Vocalcom contact center software allows you to deliver revolutionary customer service from anywhere, anytime, on any device.  Continue reading Vocalcom Introduces its Next-generation of Contact Center Software Solutions

Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Avaya LogoSouthwark Council has selected Sabio, the specialist customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham. Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including a 15% improvement in agent resourcing, a 50% reduction in wait times, and almost 80% of calls now resolved at First Point of Contact.  Continue reading Southwark Council transforms customer service with new Avaya contact centre technology from Sabio

Uptivity Introduces Contact Center Gamification Solution

Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, has launched a new gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company’s award-winning WFO platform. The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.  Continue reading Uptivity Introduces Contact Center Gamification Solution

TantaComm Achieves PCI DSS Certification for its Suite of Cloud-based Offerings

TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, has achieved Payment Card Industry Data Security Standard (PCI DSS) 2.0 certification for its Centralize cloud offering.  Continue reading TantaComm Achieves PCI DSS Certification for its Suite of Cloud-based Offerings

Integration partnership helps improve customer experience for public sector organisations

Liquid Voice, a highly respected enterprise call recording and contact centre solutions specialist has released details of its successful integration with Civica Contact Centre applications that is helping a growing number of organisations across the UK streamline client engagement, meet regulatory requirements and remove IT complexity.  Continue reading Integration partnership helps improve customer experience for public sector organisations

Unify enhances OpenScape contact center suite

Building on its strong history of delivering superior contact center solutions, Unify, formerly known as Siemens Enterprise Communications, today announced a number of new features and enhancements to the OpenScape Contact Center Suite, delivering improved efficiency and flexibility through expanded support for major mobile devices, tighter social media integration and improved analytics.  Continue reading Unify enhances OpenScape contact center suite

Everreach launches new online phone service for small businesses

everreach, a new UK online phone service to help busy small business owners take control of their incoming calls, launches today. The service lets customers choose a ‘virtual’ local or national UK phone number and provides a suite of features so they can decide how they want to deal with their business calls based on how their specific business operates.  Continue reading Everreach launches new online phone service for small businesses

SPLICE Software Announces Dialog DashboardTM

SPLICE Software, the leading provider of automated, Data-Driven DialogsTM for Customer Experience Management, announces they will be launching their new Dialog DashboardTM at the National Retail Federation’s Annual Convention & Expo on January 14, 2014. The Dialog DashboardTM is a part of the latest generation of the SPLICE Dialog SuiteTM, an interactive campaign management and reporting tool available to all SPLICE clients.  Continue reading SPLICE Software Announces Dialog DashboardTM