Avaya in cooperation with CROC, implemented a project to modernize the infrastructure of contact centre for Raiffeisenbank, one of the top banks within Russian financial market. The project enabled Raiffeisenbank to create new branches quickly and efficiently. Continue reading Raiffeisenbank modernizes its Contact Centre with Avaya
Urban Outfitters Selects Qualtrics to Advance Customer Experience Leadership in Retail
Qualtrics announced that Urban Outfitters has selected Qualtrics CustomerXM™ to optimize the retailer’s global customer experience program across its physical stores and digital channels. Urban Outfitters will centralize customer data collected from its existing operational systems and customer feedback, including consumer insights, on the Qualtrics XM Platform. Continue reading Urban Outfitters Selects Qualtrics to Advance Customer Experience Leadership in Retail
Western Union’s Customer Journey Digital Transformation Fueled by NICE
NICE announced Western Union, a global leader in cross-border, cross-currency money movement, has advanced customer experience through improved insight into their customer journeys with NICE Nexidia Customer Journey Optimisation (CJO). Continue reading Western Union’s Customer Journey Digital Transformation Fueled by NICE
VeriCall Receives Ministerial Seal of Approval As They Announce 118 118 Contract Win
The Scottish Government’s Minister for Trade, Investment and Innovation has formally opened VeriCall’s flagship UK contact centre in Kirkcaldy. Continue reading VeriCall Receives Ministerial Seal of Approval As They Announce 118 118 Contract Win
Federal Aviation Authority modernises incident debriefing response with 10-year NICE contract
Every day the FAA’s Air Traffic Organisation provides service to more than 44,000 flights and 2.7 million airline passengers across more than 29 million square miles of airspace. Continue reading Federal Aviation Authority modernises incident debriefing response with 10-year NICE contract
CCS awards IPI a place on £5bn Network Services 2 framework contract
IPI, the digital contact centre specialist, today announced that it has been awarded a place on the Crown Commercial Service (CCS) coveted Network Services 2 (NS2) Framework. IPI was one of a selection of SMEs to be chosen to deliver data access services (Lot 1). IPI also bid for places on lots for IP Telephony and Contact Centre Services, which CCS expects to award in due course. Continue reading CCS awards IPI a place on £5bn Network Services 2 framework contract
Noble Gamification Mobile Named a 2019 Product of the Year
Noble Systems, a global leader in omnichannel contact centre technology solutions, announced that TMC has awarded Noble® Gamification Mobile a 2019 Communications Solutions Product of the Year Award. Continue reading Noble Gamification Mobile Named a 2019 Product of the Year
Now launching: Jabra PanaCast real-time intelligent video solution Certified for Microsoft Teams
Jabra, leader in audio and communications solutions, now launches the Jabra PanaCast, engineered to be the world’s first smart Panoramic-4K Plug-and-Play video solution Certified for Microsoft Teams. With this, Jabra strengthens its foothold in solutions for office huddle rooms. This real-time immersive intelligent vision system offers 180-degree panoramic vision which ensures everyone in the room is seen. Continue reading Now launching: Jabra PanaCast real-time intelligent video solution Certified for Microsoft Teams
What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service
According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change… Continue reading What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service
Intermedia Acquires Omni-channel Cloud Contact Centre Provider, Telax
Intermedia, a leading unified communications as a service (UCaaS) software provider for managed service providers (MSPs) and the small and medium-sized businesses (SMBs) they serve announced the acquisition of Telax, a Toronto-based cloud contact centre as a service (CCaaS) software provider. Continue reading Intermedia Acquires Omni-channel Cloud Contact Centre Provider, Telax