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
Category Archives: Technology
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
NewVoiceMedia expands presence in North America with New York office
NewVoiceMedia, a leading global provider of cloud contact centre solutions, is continuing its rapid expansion throughout North America with a new office in New York City. Continue reading NewVoiceMedia expands presence in North America with New York office
Mindshare Technologies Welcomes New Year with New High-Profile Clients
Mindshare Technologies, a leader in cloud-based Voice of the Customer (VoC) technologies, has positioned itself to lead the VoC industry in 2014 through the recent signing of top brands that add luster to a year full of achievements for the company. Continue reading Mindshare Technologies Welcomes New Year with New High-Profile Clients
Southwark Council transforms customer service with new Avaya contact centre technology from Sabio
Southwark 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
Enterprise Startup PlayVox Brings Gamification to Zendesk
Companies like NICE, Verint, Aspect and HP-owned Autonomy built the 1st generation WFO software for Contact Centers. PlayVox builds Workforce Optimization Software for today’s and next generation sales, service and support professionals. Continue reading Enterprise Startup PlayVox Brings Gamification to Zendesk
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
Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification
Genesys, a leading provider of customer experience and contact center solutions announced that it has achieved Microsoft Lync 2013 qualification. The Microsoft Lync Independent Software Vendor (ISV) qualification program is designed to help ensure that qualified applications from Microsoft Partners meet customer expectations for specific scenarios. With third party testing, the program defines specific requirements for interoperability with Lync Server, installation, set-up and configuration, documentation, and support. With the latest Lync 2013 qualification, Genesys continues to enable Lync customers to unify their contact center interactions and enterprise unified communications. Continue reading Genesys Contact Center Solution Achieves Microsoft Lync 2013 Qualification
Interactive Intelligence CEO Shares Cloud Vision in Frost & Sullivan Video Interview
Global growth consulting firm Frost & Sullivan has interviewed Interactive Intelligence Group Inc. (Nasdaq: ININ) Founder and CEO Dr. Donald E. Brown about his vision for cloud communications technology. Continue reading Interactive Intelligence CEO Shares Cloud Vision in Frost & Sullivan Video Interview