Tag Archives: multi-channel

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres

Sysomos and Clarabridge join forces to deliver powerful Multi-Channel Customer Analytics

PRESS RELEASE: Sysomos, a Marketwired company and leader in social intelligence, and Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, today announced a strategic technology partnership to deliver a new level of social intelligence and analytics driving key business decisions and strategies. Continue reading Sysomos and Clarabridge join forces to deliver powerful Multi-Channel Customer Analytics

Indosoft offers Zendesk integration for Q-Suite, its multi-channel contact center solution for Asterisk

PRESS RELEASE: Indosoft Inc., developers of Q-Suite, the industry leading contact centre software for Asterisk, announces the availability of integration to Zendesk, an easy-to-use help desk solution for customer service. This integration will allow use of Zendesk with Q-Suite’s advanced multi-channel ACD, available for setting up Asterisk based contact centres. Continue reading Indosoft offers Zendesk integration for Q-Suite, its multi-channel contact center solution for Asterisk

Synthetix form key partnership with Premier Business Audio

Leading multi-channel customer service software provider Synthetix has today announced a new partnership with Premier Business Audio. As an award-winning audio marketing provider for contact centres, Premier work with more than 3,500 customers across the UK and Europe, including a host of FTSE 100 companies such as BT, Barclays and Diageo to name but a few.  Continue reading Synthetix form key partnership with Premier Business Audio

NelsonHall identifies Serco as a leader for multi-channel Customer Management Services

NelsonHall, one of the most influential research and advisory firms for the global BPO and IT outsourcing industry has identified international services company Serco as a leader in multi-channel Customer Management Services (CMS), (‘Overall’ market segment), within their latest report on this market and also through their rigorous NEAT assessment tool that rates multi-channel CMS providers.  Continue reading NelsonHall identifies Serco as a leader for multi-channel Customer Management Services

Multinational appliance manufacturer selects eGain Cloud to power multichannel customer engagement

logo_egaineGain, the leading provider of cloud-based customer engagement solutions announced that a leading European home appliance manufacturer has selected eGain to unify customer engagement across international markets and brands. Continue reading Multinational appliance manufacturer selects eGain Cloud to power multichannel customer engagement

Unibet transforms customer service capability with multi-channel contact solution from Sabio

Unibet, one of the largest online gambling operators in the European market, has selected Sabio to implement a next generation multi-channel contact solution to fully transform its international customer service capability. The project brings together unified voice, e-mail and text chat contact channels, a consolidated agent desktop approach, streamlined workflow management and optimised workforce management to help Unibet deliver a consistently high quality customer experience regardless of the channel being used.  Continue reading Unibet transforms customer service capability with multi-channel contact solution from Sabio

Which? selects mplsystems for multi-channel contact centre solution

Which?, the largest consumer body in the UK, has selected customer contact technology specialist mplsystems to deliver a major multi-channel service centre upgrade, providing enhanced email, white mail and web chat management as well as powerful intelligentDesktop functionality.  Continue reading Which? selects mplsystems for multi-channel contact centre solution