NewVoiceMedia has successfully completed a Service Organisation Controls (SOC) 2 Type 2 examination based on the trust principles of security, availability and confidentiality. Accountancy firm PricewaterhouseCoopers (PwC) performed a rigorous audit of NewVoiceMedia’s security controls and processes for its products and services. Continue reading NewVoiceMedia achieves SOC 2 Type 2 certification
Category Archives: Technology
German Vendor Swyx tops online conversations on Unified Communications
Swyx is considered to be one of the top 100 influencers on Twitter when it comes to “unified communications” according to a new report from Influencer Relationship Management company, Onalytica. Covering both brands and individuals, Swyx comes eighth in the list of most prominent companies, giving them a dominant voice within the active online community. Continue reading German Vendor Swyx tops online conversations on Unified Communications
One Customer, How Many Agents?
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?
The Future of Intelligent Customer Routing
Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing
VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal
PRESS RELEASE: VOSS Solutions announced a collaboration with KCOM to offer an integrated management solution for both UC and Contact Center, enabling front and back office support from a single, highly intuitive administration portal. KCOM is one of the UK’s most respected and established IT and communications services companies, offering integrated solutions to some of the UK’s largest public and private sector enterprises. In 2012, KCOM became the first Cisco HCS Contact Center customer in Europe and VOSS has provided the UC management component to KCOM’s cloud communications platform ever since. Continue reading VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal
Santander is first bank in UK to let customers make payments using just their voice
Santander is pleased to be the first UK bank to enable customers to make payments using their voice. This new technology follows the successful launch of voice assistant banking, introduced last year and the enhanced functionality means the tool now understands commands such as: Continue reading Santander is first bank in UK to let customers make payments using just their voice