Contact centres rapidly moving to the cloud to deliver powerful customer experiences

NVM logo jpgPRESS RELEASE: New research confirms the compelling business proposition of cloud contact centres, as businesses rapidly move away from traditional on-premise solutions. NewVoiceMedia, a global provider of cloud contact centre solutions, is leading this transition, driving a customer services’ revolution. Continue reading Contact centres rapidly moving to the cloud to deliver powerful customer experiences

‘Too much efficiency is not actually efficient’ – new white paper

PRESS RELEASE: Serco Consulting’s Director of Service Solutions Delivery, Keith White, launches his latest white paper, ‘Too much efficiency is not actually efficient’. This paper discusses the importance of companies with shared service operations targeting effectiveness instead of efficiency, and focusing on delivering flexibility in the face of constant change. Continue reading ‘Too much efficiency is not actually efficient’ – new white paper

SAV Credit chooses Aspect Software’s Workforce Management following acquisition

aspect-logo-std-full-RGBPRESS RELEASE: Leading store card and credit card provider SAV Credit has chosen Aspect Workforce Management (WFM) version 8.0 for its new Leeds-based contact centre. Aspect Software’s (Aspect) technology will enable SAV Credit to effectively manage its agents for improved efficiency and productivity, as it incorporates its first in-house contact centre into its business. Continue reading SAV Credit chooses Aspect Software’s Workforce Management following acquisition

Proximity Communications Transforms INPS’ Customer Experience with UK wide ShoreTel based UC, Contact Centre and Mobility solution

PRESS RELEASE: Proximity Solutions, a multi-award winning Unified Communications and Managed Service Provider, has today announced that INPS has transformed its customer services, following the successful deployment of its UK wide ShoreTel Unified Communications, Contact Centre and Mobility solution. Continue reading Proximity Communications Transforms INPS’ Customer Experience with UK wide ShoreTel based UC, Contact Centre and Mobility solution

Coca-Cola Amatil unifies business with IBM cloud hub in Sydney

PRESS RELEASE: IBM announced it has signed a five-year multimillion dollar cloud agreement with Coca-Cola Amatil (CCA). The cloud project will streamline CCA’s operations and processes across the South Pacific region and is expected to drive significant operational costs out of the business. Continue reading Coca-Cola Amatil unifies business with IBM cloud hub in Sydney

Salix Homes Deploys SmartVoice ViewPoint To Enhance Service Delivery To Residents

PRESS RELEASE: Salix Homes, the award-winning social housing provider, is deploying SmartVoice ViewPoint, a cost-effective customer feedback solution from Sinclair Voicenet. The new system will enable Salix Homes to gain a greater understanding of satisfaction levels and enhance service delivery to residents living in more than 8,500 properties across central Salford. The system is being deployed without requiring any capital outlay on a per survey basis. Continue reading Salix Homes Deploys SmartVoice ViewPoint To Enhance Service Delivery To Residents

Coversure chooses Callstream for PCI compliance

PRESS RELEASE: Coversure Insurance Services, the UK’s only insurance broker franchise, today announced that it will use technology from Callstream to ensure its 100 regional franchise offices comply with the highest PCI-DSS requirements over data security when taking credit card payments, without jeopardising FCA compliance. Continue reading Coversure chooses Callstream for PCI compliance

Asian telecom services provider selects eGain for knowledge-powered digital engagement

logo_egainPRESS RELEASE: eGain, the leading provider of cloud-based customer engagement solutions, today announced that a large multi-play communications service provider in Asia has selected eGain to provide fast, accurate customer service and execute on its strategy to deliver converged services. Continue reading Asian telecom services provider selects eGain for knowledge-powered digital engagement

Hat-Trick of Major Contract Wins for SpeechStorm

PRESS RELEASE: Leader in mobile and voice customer service, SpeechStorm, today announces three major contract wins in the European mobile communications and global logistics sectors, and with a major US service provider for its personalized call-handling, self-service and secure payment customer service solutions. The value of the deals cannot be disclosed. Continue reading Hat-Trick of Major Contract Wins for SpeechStorm

SpeechStorm Signs First Major US Customer

PRESS RELEASE: Leader in mobile and voice customer service, SpeechStorm, has signed a contract with its first US customer, a nationwide service provider and household name, which has selected SpeechStorm’s Secure Payments solution to capture customer credit card payments securely and efficiently in its contact centres. The value of the deal cannot be disclosed. Continue reading SpeechStorm Signs First Major US Customer

WDS launches “Self-Care Express” to provide regional mobile operators and MVNOs an immediate online self-care solution

PRESS RELEASE: WDS, A Xerox Company, a leader in customer care automation, analysis and knowledge management, has launched Self-Care Express, a knowledge service package to help regional mobile operators and MVNOs (Mobile Virtual Network Operators) deliver an improved online self-care experience for their customers. Continue reading WDS launches “Self-Care Express” to provide regional mobile operators and MVNOs an immediate online self-care solution

TELUS selects Enghouse Interactive to Support Cloud Contact Centers in Canada

EnghousePRESS RELEASE: Enghouse Interactive, developer of the most comprehensive portfolio of interaction management solutions, is pleased to announce that TELUS has selected Enghouse Interactive’s Contact Center: Service Provider (CCSP) Cloud solution to support contact center services in Canada. Continue reading TELUS selects Enghouse Interactive to Support Cloud Contact Centers in Canada

Transformation success secures contract extension for Serco

PRESS RELEASE: Serco, the international services company, has secured a four year contract extension worth £20 million with the London Borough of Enfield for the provision of ICT services and related delivery programmes. This new agreement has the potential to include additional projects in areas of transformation and innovation, extending the strategic partnership until the end of September 2019. Continue reading Transformation success secures contract extension for Serco

52% of Consumers Prefer Text Conversations with Support Reps Over Their Current Support Method

PRESS RELEASE: HeyWire Business, the leading enterprise mobile messaging service, today announced the results of recent consumer customer support preference study. The survey of more than 700 consumers found that over half of respondents – 52 percent – would be likely to text with a live customer support agent, and that the same percentage would prefer texting to talk with a live customer service rep, instead of their current method of reaching customer support. These results confirm the growth of text messaging as a preferred means of communication for consumers of all ages. Continue reading 52% of Consumers Prefer Text Conversations with Support Reps Over Their Current Support Method

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