Etiqueta: Contact centre

Ozonetel’s CloudAgent announces partnership with Zendesk


Leading cloud communication company, Ozonetel on Monday announced an integration with cloud-based customer service software company, Zendesk. “The integration brings about improved customer experience with support executive accessing customer data instantly,” said CEO, Ozonetel Communications, CSN Murthy. “The enterprises can have complete contact center…

The contact centre in 2017


People love lists, and it seems the contact centre industry is no exception. The dawn of 2017 saw it tabulating topics and issues expected to be important in the year ahead. US web site CCW Digital, which claims to be the most significant community,…

Cisco, Salesforce enter strategic alliance


Cisco and Salesforce entered into a strategic alliance through which they will offer integrated products to businesses. The two companies will jointly develop and market products that join Cisco’s collaboration, IoT and contact centre platforms with Salesforce Sales Cloud, IoT Cloud and Service Cloud….

New study reveals customer experience is getting worse


A new study from BoldChat by LogMeIn (Nasdaq:LOGM) and Ovum reveals that customer experience has worsened over the last two years despite investments in new engagement channels.  The report, which surveyed hundreds of contact centre managers and consumers globally, found that the consumers surveyed believe…

Cargiant Contact Centre Revs up Customer Engagement


Based in White City, North-west London and founded 40 years ago, Cargiant is the world’s largest used car dealership. The business now supplies nearly 1,000 cars a week and has up to 8,000 cars in stock. Its reputation has been built around its ability…

Liquid Voice enhances flexibility and quality management processes for the contact centre with Smart Interactions


Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help centre managers deliver…

Aegis Positioned as a High Performer in the HFS Research Blueprint on Contact Centre Operations


Aegis today announced that it has been positioned as a High Performer in HFS Research’s Contact Centre Operations Blueprint report 2016. HFS Research positioned Aegis in the Blueprint report based on a bi-dimensional matrix, evaluating innovation and execution. Aegis has been named as High Performer…

Red Funnel Wins Technology Partnership of the Year With Mitel Solution


Mitel® , a global leader in real-time business, cloud and mobile communications, was awarded Technology Partnership of the Year alongside its customer Red Funnel, the “Original Isle of Wight Ferry Operator.” The announcement was made at the London & South East Contact Centre Awards…

Blueprint on Contact Centre Operations 2016 – Research and Markets


The inaugural Contact Centre Operations Blueprint has been launched, presenting a look at the evolution of the Contact Centre Operations market to a more agile, consumer-centric As-a-Service Economy that includes increasingly diverse talent, analytics, and platform-based services. The Blueprint also includes a comparative analysis…

Inaya Medical Center Transforms Customer Engagement with Viacomms and Avaya


Inaya Medical Center, a multispecialty clinic in Salmiya providing critical care services, is collaborating with Viacomms Telecom and Avaya to transform its contact center operations. Specialty Medical Center in Kuwait Implements State-of-the-Art Contact Centre to Streamline Patient Care. The Avaya Customer Engagement solution provides Inaya…

ShoreTel Launches Cloud-based Voice Service in Australia


ShoreTel®, the leading provider of brilliantly simple unified communications (UC) solutions and phone systems, today launched ShoreTel Hosted Voice in Australia. ShoreTel Hosted Voice is a fully managed IP telephony hosted solution offering voicemail, unified messaging, click to dial, mobility and audio conferencing services, with optional services available…

Opel-Vauxhall Customer Service Lines Now Open


Who you goanna call? The Opel-Vauxhall new pan-European Customer Contact Centre. If you need it. What began in March, the two brands opened a new call center in Luton, England to serve customers in 33 countries from the United Kingdom to Russia. Services include advice…

Gartner Recognizes Aegis as a Challenger in the Magic Quadrant for Customer Management Contact Center BPO


Sandip Sen, Global CEO, Aegis Limited said “We are pleased to be included in the Gartner Magic Quadrant for CM Contact Centre BPO 2016. The CM BPM industry is witnessing a paradigm shift through Automation, AI, SMAC, digitization et al. Thus, there is an…

Water Corporation Goes Live with Interactive Intelligence Customer Engagement Software Suite


Water Corporation in Western Australia has gone live with the omnichannel customer engagement software suite, Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc. (Nasdaq: ININ). Water Corporation is using CIC to automatically route and manage its inbound and outbound calls to speed service…

Contact Centre Outsourcing Services in Europe to Reach $16.48 billion in 2019


Against a backdrop of stagnant economies and relatively rigid labour markets, the European contact centre outsourcing market is pressing ahead. Powerful consumer trends, along with the expansion of automated and non-voice channels, are adding momentum to technology-based customer engagement. Over the next five years,…

Millennium1 Solutions Wins Contact Centre of the Year at the ORCCA Contact Centre Excellence Awards Gala


Millennium1 Solutions (referred to as “Millennium” or “M1S”) was honored to be recognized at the 12th annual Ottawa Regional Contact Centre Association (ORCCA) Contact Centre Excellence Awards. The Ottawa Regional Contact Centre Association (ORCCA) honors businesses annually with its Contact Centre Excellence Awards. ORCCA’s…

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