Category Archives: Technology

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

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