Cicero Receives 2014 Customer Contact Center Technology Award

PRESS RELEASE: Cicero Inc., a leading provider of desktop activity intelligence and improvement software for the back office and contact center, announced that TMC, a global, integrated media company, has named Cicero Discovery as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine. Continue reading Cicero Receives 2014 Customer Contact Center Technology Award

Noetica and SATMAP Partner to Integrate Predictive Dialler With Contact Centre Agent and Customer Personality Matching

PRESS RELEASE: Noetica – a UK-based specialist in contact centre technology announced its partnership with SATMAP. The partnership sees SATMAP’s cloud-based contact centre agent and customer personality matching technology integrated with Noetica’s Synthesys™ predictive dialler, resulting in significantly reduced agent idle time, improved engagement and more profitable outcomes. Continue reading Noetica and SATMAP Partner to Integrate Predictive Dialler With Contact Centre Agent and Customer Personality Matching

Singapore airlines and BT work together on customer service experience innovations

PRESS RELEASE: BT, one of the world’s leading providers of communications services, today announced a contract with Singapore Airlines to help further enhance their customer experience through leveraging innovative technology across their contact centres around the world. Continue reading Singapore airlines and BT work together on customer service experience innovations

Verint Placed in “Leaders” Quadrant of Gartner’s New Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: Verint® Systems Inc. announced that it has been positioned in the “Leaders Quadrant” of the newly published “Magic Quadrant for Customer Engagement Center Workforce Optimization” report from research and advisory firm Gartner, Inc. The company’s standing in the November 12, 2014 research is based on its ability to execute and completeness of vision. Continue reading Verint Placed in “Leaders” Quadrant of Gartner’s New Magic Quadrant for Customer Engagement Center Workforce Optimization

NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: NICE Systems announced it has been positioned by Gartner, Inc. in the “leaders” quadrant of the “2014 Magic Quadrant for Customer Engagement Center Workforce Optimization.”[1] NICE was recognized by Gartner for its completeness of vision and ability to execute, based on the criteria listed in the report. Continue reading NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

TELUS launches two new Cisco Powered cloud services for Canadian businesses

PRESS RELEASE: TELUS is introducing two new solutions that will help Canadian businesses leverage cloud-based technology to improve how they communicate with their customers, employees and partners. TELUS Cloud Collaboration provides businesses with access to a full suite of unified communications services, and TELUS Cloud Contact Centre offers a fully featured contact centre solution hosted in the cloud. Both products are powered by the Cisco® Hosted Collaboration Solution (HCS), an end-to-end solution that enables highly secure, reliable and scalable “as-a-service” offerings of Cisco Collaboration technologies. Continue reading TELUS launches two new Cisco Powered cloud services for Canadian businesses

LiveVox Establishes Canadian Data Center to Bring Advanced Cloud Contact Center Capabilities to Market

PRESS RELEASE: LiveVox Inc., a leading provider of cloud contact centre solutions for enterprise operations, announced it has established a data centre in Toronto, Canada leveraging global cloud, hosting and colocation provider, CenturyLink. The new data centre will enable Canadian-focused contact centres to leverage LiveVox’s leading cloud solutions, including the ability to achieve greater levels of security in terms of both redundancy and data management. Continue reading LiveVox Establishes Canadian Data Center to Bring Advanced Cloud Contact Center Capabilities to Market

NICE Robotic Automation Eliminates Back Office Drudgery for More Efficient Operations and Improved Customer Experience

PRESS RELEASE: NICE Systems launched NICE Robotic Automation, an innovative solution that uses software robots to automate routine back office processes to help improve operational efficiency and resource utilization. With NICE Robotic Automation, employees can focus on more mission critical activities instead of repetitive clerical tasks that can be automated. Continue reading NICE Robotic Automation Eliminates Back Office Drudgery for More Efficient Operations and Improved Customer Experience

eGain appoints Rex Dorricott as GM for EMEA

PRESS RELEASE: eGain, the leading provider of cloud-based customer engagement solutions, today announced that it has appointed Rex Dorricott as General Manager for EMEA. As part of the executive leadership team, Mr Dorricott will drive business performance and customer success for the region. He will also continue to oversee eGain’s management and analytics products. Continue reading eGain appoints Rex Dorricott as GM for EMEA

Yellow Radio Service of San Diego Deploys IP Communications Software Suite from Interactive Intelligence

PRESS RELEASE: Yellow Radio Service of San Diego has reported increased reliability and improved customer service as a result of deploying the all-in-one IP communications software suite, Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc. (Nasdaq: ININ). Continue reading Yellow Radio Service of San Diego Deploys IP Communications Software Suite from Interactive Intelligence