ForeSee, the industry’s leading customer experience measurement and predictive analytics solutions for brands and organizations announced that its cxReplay for Mobile product has received a 2014 Product of the Year Award from TMC’s CUSTOMER magazine. ForeSee, the cornerstone of the Answers Cloud Services division of Answers Corp., partners with clients to quantify the voice of the customer, putting it into context to drive strategic and tactical decisions that translate into desired business results. Continue reading ForeSee’s cxReplay for Mobile Earns CUSTOMER Magazine’s ‘Product of the Year’ Award
NICE Systems announced that it was named as one of the “World’s 50 Most Innovative Companies” in 2014 by Fast Company magazine. This places NICE among leading businesses like Google, Amazon, Airbnb, and Nike. NICE ranked first in the magazine’s “Top 10” innovators in finance. Continue reading NICE Named Among Fast Company’s “World’s 50 Most Innovative Companies”
Nokia Solutions and Networks is adding a powerful new way to instantly gauge customer loyalty to its Customer Experience Management (CEM) offering. NSN CEM for Loyalty Scores provides operators with a near real-time view of the factors behind their customer loyalty measure such as Net Promoter Score (NPS)*. This allows likely detractors to be identified and causes of dissatisfaction to be pinpointed and resolved, leading to continuously improving loyalty scores and higher operator profitability. Continue reading NSN shares customer loyalty tips to help operators boost profitability
AltiGen Communications, Inc., a leading provider of Microsoft-based Unified Communications solutions, is pleased to announce that Westcon Group, a value-added distributor of category-leading unified communications, network infrastructure, data center and security solutions with a global network of specialty resellers expanded its unified communications portfolio to include AltiGen’s MaxACD contact center for Lync solution. This agreement allows EMEA partners to accelerate growth of Microsoft Lync in their customers’ contact centers. Continue reading Westcon Group Signs Distribution Agreement With AltiGen Communications
8×8, Inc., a provider of cloud-based unified communications and collaboration solutions announced that iCruise.com, one of the largest cruise sellers in the U.S, has deployed 8×8 Virtual Office and Virtual Contact Center services in its corporate headquarters and 60+ remote locations, creating a scalable, secure and reliable unified communications platform with built in disaster recovery for its widely distributed organization. Continue reading iCruise choose 8×8 for Unified Communications and Contact Centre Solution
8×8, Inc., a provider of cloud-based unified communications and collaboration solutions announced that George Best Belfast City Airport, a regional airport serving a range of destinations throughout the UK and Ireland and Northern Ireland’s sole link with London Heathrow, has replaced its traditional phone system with business VoIP and cloud-based unified communications services from 8×8 Solutions. 8×8 Solutions, formerly Voicenet Solutions, is the UK/European arm of 8×8, Inc. Continue reading Belfast City Airport upgrades with Unified Cloud Communications from 8×8 Solutions
Hosted IP services provider Hostcomm announced how its predictive dialler API can be used to connect with CRM databases, making Business Process Automation more accessible for call centres.
By automating key processes, call centres – or any business – can reduce costs and improve efficiency. Now, with the possibility of full CRM database integration, businesses can go beyond basic click to dial and screen pop functionality to fully realise the potential of business process automation. Continue reading Hostcomm Enables Business Process Automation in Call Centres
snom technology AG, leading developer and manufacturer of IP handsets and Centile Telecom Applications, the leading European Unified Communications platform developer, today announced their partnership to deliver business-class Unified Communications services to operators and services providers in the UK. Continue reading Centile Telecom Applications and snom join forces to offer Unified Communications services
Customer contact technology specialist mplsystems is flipping the traditional B2C contact centre model with the introduction of a distinctive new Visual IVR capability that places control back in the hands of customers via their mobile apps. Continue reading Putting customers back in control with Visual IVR
Echo Managed Services, has helped enable a 400% uplift in career registrations for its client RAF Careers since the implementation of an outbound telephone follow up process. Echo is a specialist provider of complex multi-channel customer contact services, and is helping RAF Careers with their recruitment strategy – including providing information to potential recruits on Facebook, making outbound calls to warm leads and applying analytics gathered to help RAF Careers optimise its advertising budgets. Continue reading Echo Managed Services helps to deliver 400% increase in registrations of interest for RAF Careers
EE, the UK’s most advanced digital communications company, is creating over 1,000 new jobs for Britain and nearly tripling the size of its apprenticeship scheme to over 1,300 by the end of 2015, delivering a major boost to job-seekers while reaffirming its commitment to set the standard for customer service levels in the telecoms sector. Continue reading EE to create over 1,000 new customer service roles in the UK
The biggest challenge most large organisations face in the age of Big Data is the fact that their content is fragmented and uncategorised rather than the sheer volume of information being generated, a new study from MindMetre Research reveals. The report shows that 71% of respondents say the content they need is scattered among different business units and stored in different formats, while 56% say it is not labelled with the metadata necessary to make it easy and quick to find. Continue reading Research shows ‘Content Intelligence’ is the major Big Data hurdle facing large organisations
Nothing can tell you more about your contact centre performance and customer experience than analysing the conversations between your agents and your customers. There are enormous business opportunities hidden within customer conversations, and gaining visibility of this information is invaluable for optimising the efficiency and effectiveness of your workforce. Sean Murphy, Director of Product Marketing at Genesys, looks at how Speech Analytics can help overcome contact centre challenges and improve agent performance. Continue reading Speech Analytics: Do you really know how your agents are performing?
Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution. Continue reading Web chat: Why it’s becoming the customer channel of choice
iAdvize, the real-time customer service solution and CallCentre.co.uk have published the results of their 2013 survey: ‘Web chat for customer service – the state of play for web chat in the UK’. Continue reading Web chat adoption slow on the update despite positive feedback from those who have implemented it