Teleperformance Wins Prestigious Netherlands National Contact Center Association Award for Fraud Risk Assessment

PRESS RELEASE: Teleperformance, the global leader in outsourced multichannel customer experience management, today announced that it has been recognized by the Netherlands National Contact Center Association (NCAA), with the organization’s Innovation Award. Teleperformance is being recognized for its comprehensive global security framework that enables policies, processes, and people to prevent fraud and protect customers. Continue reading Teleperformance Wins Prestigious Netherlands National Contact Center Association Award for Fraud Risk Assessment

UK consumers are fighting back against poor customer service, finds new research

NVM logo jpgPRESS RELEASE: New research from leading cloud contact centre vendor NewVoiceMedia reveals that 73 percent of UK consumers are standing up for customer service standards more than they were ten years ago. 57 percent of Brits will give a business feedback in order to let them know they are performing poorly, and 37 percent feel empowered by social media to easily share their experiences. Continue reading UK consumers are fighting back against poor customer service, finds new research

Content Finds the Customer: SDL Global Study Finds Social Media Drives Content Discovery with Millennials

PRESS RELEASE: Marketers have come to realise that churning out mountains of content is not a sustainable or effective way to target its millennial customers. Fortunately, volume doesn’t matter but creating the right content and delivering it consistently – wherever your customers are – does. Millennials turn to social networks for content discovery first, drastically outranking online and customisable newsfeeds, according to a new global study by SDL. Continue reading Content Finds the Customer: SDL Global Study Finds Social Media Drives Content Discovery with Millennials

LivePerson to Acquire Co-Browsing Technology from Leading Collaborative Web Services Company

PRESS RELEASE: LivePerson, Inc., a leading provider of live digital engagement solutions, today announced that it has signed a definitive agreement to acquire Germany-based startup, Synchronite LLC, a leading provider of co-browsing technology. Continue reading LivePerson to Acquire Co-Browsing Technology from Leading Collaborative Web Services Company

Express Medicals deploys ‘appointments-to-results’, end-to-end mplsystems customer management solution

PRESS RELEASE:  Express Medicals, providers of occupational health medicals, drugs & alcohol testing services, has selected mplsystems to deploy a cloud-based customer management system to automate its appointments and results processes. Express Medicals provides ‘fitness to work’ assessments for skilled workers, with 16 fixed clinics across the UK in addition to mobile operations. Continue reading Express Medicals deploys ‘appointments-to-results’, end-to-end mplsystems customer management solution

Teleopti Group continues to grow internationally

PRESS RELEASE: Teleopti, leading provider of solutions for strategic workforce management in contact centers, back office and retail stores (Workforce Management – WFM), as well as software for monitoring cost, usage and quality of enterprise telephony, communication and devices (Telecom Expense Management – TEM) today announced results for the fiscal year 2013. Continue reading Teleopti Group continues to grow internationally

CallFinder Announces Partnership with Customer Centered Strategies to Deliver Speech Analytics Solutions to Improve Business Performance for Call Centers

PRESS RELEASE: CallFinder® announces today a strategic relationship with Customer Centered Strategies, LLC (CCS) to provide cloud-based call recording and speech analytics solutions as a component of CCS’ customer experience and business transformation professional services. Continue reading CallFinder Announces Partnership with Customer Centered Strategies to Deliver Speech Analytics Solutions to Improve Business Performance for Call Centers

Insperix Utilise snom Handsets to Reduce Call Centre Operational Costs

PRESS RELEASE: snom Technology AG pioneers in the development of secure, feature rich and cost effective telephone handsets for IP and Lync today announced that Insperix are recommending snom handsets to reduce the costs of Call Centre operation and enable small businesses to deploy effective and high performance call centers in competition to large enterprises. Continue reading Insperix Utilise snom Handsets to Reduce Call Centre Operational Costs

Interactive Intelligence to Launch New Cloud Services for Communications, Collaboration and Customer Engagement

PRESS RELEASE: Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, is launching Interactive Intelligence PureCloud℠, a suite of cloud-based services for communications, collaboration and customer engagement. Continue reading Interactive Intelligence to Launch New Cloud Services for Communications, Collaboration and Customer Engagement