Avaya announced that one of the largest BPOs will transition all of its global contact centre operations to the Avaya Cloud. Alorica, the world’s leading platform for all customer interactions, will implement a complete Avaya contact centre cloud solution (CCaaS) to support 100,000 agents, hundreds of client companies, and millions of their end customers around the world. Continue reading Alorica Enlists Avaya Cloud for Global Contact Centre Operations →

Jacada announced it has signed a material deal with PSCU. Jacada will provide a comprehensive unified agent desktop, desktop automation and agent guidance solution in support of PSCU’s nearly 900 Owner credit unions. The project, which includes a suite of Assisted Service contact centre solutions from Jacada, will be utilized by hundreds of contact centre agents in four PSCU locations across the country. Continue reading PSCU Partners with Jacada to Provide Contact Center Technology Solutions →

EdgeVerve Systems, a wholly-owned subsidiary of Infosys, announced the successful implementation of AssistEdge at Telekom Malaysia (TM), under the OVAL (One View Application Layout) program. Telekom Malaysia is the country’s convergence champion and the leading converged communications services provider. Continue reading Telekom Malaysia Implements AssistEdge to Increase Efficiency and Productivity →

Renowned UK bookmaker Betfred has overhauled its call centre technology to ensure adherence to evolving industry legislation. Continue reading New cloud platform clear favourite with Betfred →

Pegasystems announced the Government of Andhra Pradesh (GoAP) has selected Pega® Government Platform as the technology backbone for e-Pragati – a new centralized government portal that aims to integrate all departments, streamline services, and drive higher citizen satisfaction. Continue reading Pegasystems Selected To Drive One of India’s Largest Statewide Digital Transformation Projects →

NewVoiceMedia announced that Berlin-based food-delivery service, Delivery Hero AG, has selected its platform to transform its global customer experience. Continue reading Delivery Hero selects NewVoiceMedia as contact centre partner to transform global customer experience →