Category Archives: Who’s Buying What?

UK’s largest independent contact centre looks to growth through Aspect Software collaboration

The UK-based contact centre outsourcer, The Contact Company (TCC), has chosen Aspect Software (Aspect) to improve efficiency and productivity across 1,000 seats over two sites in Birkenhead. The largest independent contact centre in the UK will deploy Aspect’s workforce optimisation software across multi-channel & omni-channel services.  Continue reading UK’s largest independent contact centre looks to growth through Aspect Software collaboration

Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

Semafone today announced that Amica Mutual Insurance Company has selected Semafone’s secure payments solution to handle its payments taken over the telephone. The new system will be implemented across Amica’s 40 branches and customer call centre locations in the U.S. The move is part of Amica’s continued commitment to providing exemplary customer service for its policyholders.  Continue reading Amica Mutual Insurance Company selects Semafone to underpin exemplary payments service

QlikView Enables TELUS International to Optimize Operations and Enhance Customer Experience

QlikTech, a leader in user—driven Business Intelligence (BI), today announced it has been awarded a contract from TELUS International. TELUS International will use QlikTech’s cloud-based QlikView solution to improve its own performance and provide critical details of its call center operations to its clients, which include some of the world’s largest brands in the high-tech, financial services, telecommunications, utilities, and consumer goods industries.  Continue reading QlikView Enables TELUS International to Optimize Operations and Enhance Customer Experience

Leading building services group deploys end-to-end field service management solution

Statutory Support Services (UK), the specialist building services maintenance group, has selected a cloud-based, end-to-end field service management solution from mplsystems to replace an over-complex, previous generation Maximo scheduling system. The new field service management solution from mplsystems will enable both dynamic drag-and-drop and automated scheduling of Statutory Support Services’ field engineers, while a comprehensive service desk portal and integrated mobile apps for field personnel will unlock significant productivity and efficiency savings by providing a true, real-time view of all current maintenance activities across the group.  Continue reading Leading building services group deploys end-to-end field service management solution

World Class Entertainment Company Selects inContact’s Complete Cloud Solution

inContact-hi-rezinContact, the leading provider of cloud contact center software and contact center agent optimization tools announced that a leading entertainment company has selected inContact to replace a premise system with a full multichannel contact center supporting over 250 agents. To handle peak season call volumes, the company will have a flexible solution to manage sophisticated contact routing in a multichannel environment.  Continue reading World Class Entertainment Company Selects inContact’s Complete Cloud Solution

Zendesk supports GLOSSYBOX to optimise global customer service

Zendesk, the leading provider of cloud software for better customer service, are supporting GLOSSYBOX to optimise their customer service across Europe. The successful beauty box vendor has grown from a German start-up to an international company in only two years. GLOSSYBOX now have an active presence in countries across three continents including the USA, UK, France and Japan.  Continue reading Zendesk supports GLOSSYBOX to optimise global customer service

Altitude Software Enables Renaissance Credit to Launch New Banking Services Faster

Altitude Software, a leader in unified customer interaction solutions, today announces that Renaissance Credit implemented the Altitude uCI solution and reported increased productivity and improved ability to rapidly introduce new banking services in its contact center.  Continue reading Altitude Software Enables Renaissance Credit to Launch New Banking Services Faster

International broadcaster moves voice communications to the cloud

Exponential-e, the leading technology enabler today announced that European television broadcaster The Chinese Channel, part of Television Broadcasts Limited of Hong Kong (TVB), has completed a project to transform its voice communications with a move to Hosted Telephony. The organisation, which broadcasts to more than 48 countries in Europe, selected Exponential-e’s Hosted Telephony solution, as part of a migration to cloud services.  Continue reading International broadcaster moves voice communications to the cloud

Exact Mortgage Experts offers clients round-the-clock payment option using Encoded

Exact Mortgage Experts (Exact), the Fitch Rated mortgage servicing and asset management business, has implemented an interactive voice response (IVR) payment solution from Encoded to offer customers an automated payment option 24 hours a day, 365 days a year. Since implementing the Payment Card Industry Data Security Standard (PCI DSS) compliant system from Encoded, the number of self-service payments has risen dramatically to approximately 50% of all calls into the contact centre, saving the company around 46 agent hours every month.  Continue reading Exact Mortgage Experts offers clients round-the-clock payment option using Encoded

Luton & Dunstable University Hospital NHS Foundation Trust Integrates Communications with Unify

Luton & Dunstable University Hospital NHS Foundation Trust, based in Luton, has joined a growing base of healthcare institutions investing in unified communications technology in order to improve patient care, lower telephony costs and increase operational efficiency. The five year agreement with Unify, formerly Siemens Enterprise Communications is set to provide a full unified communications (UC) suite including web collaboration, mobile conferencing and presence technology, rapid-response alarm capabilities and a host of other productivity tools to all 2,000 staff.  Continue reading Luton & Dunstable University Hospital NHS Foundation Trust Integrates Communications with Unify

NewVoiceMedia helps bring customer service in-house for SureFlap’s pet owners

NVM logo jpgSureFlap, the leading provider of smart pet doors, is delivering exceptional in-house customer service with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The technology, which integrates with Salesforce, has enabled the company to offer a completely unique and personalised experience to thousands of customers across Europe.  Continue reading NewVoiceMedia helps bring customer service in-house for SureFlap’s pet owners

Brunswick Relies on ShoreTel for Global UC Solution at 200 Sites

ShoreTel®, the leading provider of brilliantly simple phone systems and unified communications solutions, announced that Brunswick Corporation (NYSE: BC) About one-third of the sites are live now with more deploying each month, and when complete, Brunswick will be one of ShoreTel’s largest customers.  Continue reading Brunswick Relies on ShoreTel for Global UC Solution at 200 Sites

Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

Alcatel-Lucent Enterprise announced that it has been selected by Fingal County Council, one of the largest county councils in Ireland, to install its next generation Unified Communication and Collaboration solution, OpenTouch. Working with Alcatel-Lucent and NextiraOne Ireland, the new solution will enable the council to better inform and support residents during an emergency, reduce communications costs, and meet its future mobility needs while at the same time improve employee collaboration.  Continue reading Fingal County Council selects Alcatel-Lucent OpenTouch collaborative technology

National Security Technologies Selects Avaya Collaboration Solutions

Avaya LogoToday Avaya Government Solutions, a wholly owned subsidiary of Avaya, announced that National Security Technologies (NSTec) has selected a new Avaya unified communication and video solution to modernize the infrastructure used by its clients and significantly reduce operating costs.  Continue reading National Security Technologies Selects Avaya Collaboration Solutions

Which? selects mplsystems for multi-channel contact centre solution

Which?, the largest consumer body in the UK, has selected customer contact technology specialist mplsystems to deliver a major multi-channel service centre upgrade, providing enhanced email, white mail and web chat management as well as powerful intelligentDesktop functionality.  Continue reading Which? selects mplsystems for multi-channel contact centre solution