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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 as a service at a fraction of the TCO they were spending before and improve customer satisfaction,” added Murthy. “Ozonetel’s CloudAgent is recognised as a market innovator in offering contact centre solutions, while Zendesk is a market leader in building technologies that improve customer relationships”…

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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, resource hub and advisory for customer management practice, call centre and customer experience professionals,” had a list of Eight Things Contact Centre Leaders Must Do In 2017 , as follows.

Establish an EP3 Experience  –  (EP3 being shorthand for effortless, personalised, predictive, and proactive experience)  –  Reward Customer Centricity  –  Optimize the Agent Experience  –  Humanize Technology  –  Integrate & Unify Contact Channels  –  Earn Every Seat at the Table  –  Value Scalability and Versatility  –  Leverage Data.

Embrace next-generation agent development. Train based on the voice of the customer. Don’t just think about service. 

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Cisco, Salesforce enter strategic alliance


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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.

Cisco and Salesforce will natively integrate Cisco Spark and WebEx into Sales Cloud and Service Cloud via the Salesforce Lightning Framework. With this integration, joint customers will be able to communicate in using chat, video, and voice without leaving Salesforce or having to install a plug-in, eliminating the hassle of toggling between apps. Cisco Jasper and the Salesforce IoT Cloud will also be integrated to provide visibility, control and recommended customer actions for connected devices, providing businesses with a more comprehensive and intelligent view of their IoT services.   Read more

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New study reveals customer experience is getting worse


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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 it takes 6 different interactions to resolve an issue while the surveyed contact centre managers believe it takes only 1-2 touchpoints.

This disconnect can be largely due to the fact that 72% of consumers surveyed search for information online before contacting an agent but the majority of contact centre managers surveyed (52%) do not track digital behaviour.  Read more

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Cargiant Contact Centre Revs up Customer Engagement


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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 to offer great product at unbeatable prices.

The firm buys vehicles in bulk and its ability to drive through a high volume of turnover and keep its costs down, enables it to pass on savings to its customers and offer unbeatable choice.

Cargiant has a long-established reputation for innovation, having pioneered the idea of a car supermarket back in the 1970s and this has helped it keep ahead of the pack over the years. Today it is continuously looking at new ways of engaging with customers and delivering added value to them.  Read more

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


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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 more effective training and meet key customer satisfaction metrics.

It also offers advanced reporting tools that help managers review team performance and take positive actions to improve productivity.   Read more

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


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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 in the HFS Research’s Contact Centre Blueprint report for executing multi-channel strategy, while building omnichannel and social contact center thought leadership. Read more

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Red Funnel Wins Technology Partnership of the Year With Mitel Solution


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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 in May.

With the mobile-first nature of today’s consumer, Red Funnel increasingly found that customers were using new channels, such as social media, to interact with its brand. When it became apparent that its existing voice-only and reactive call center setup was no longer meeting the needs of the business, Red Funnel recognized the need to turn its call center into a more proactive, multi-channel customer engagement platform. Read more

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Blueprint on Contact Centre Operations 2016 – Research and Markets


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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 of the innovation and execution capabilities of 20 service providers in this market.  Read more

 

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Inaya Medical Center Transforms Customer Engagement with Viacomms and Avaya


Medical discussion at hospital with patientInaya 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 patients with a seamless, personalized interaction experience across multiple communication channels, and helps ensure all queries are automatically routed to the right agent.   Read more

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ShoreTel Launches Cloud-based Voice Service in Australia


cloudageShoreTel®, 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 such as contact centre, call recording and toll-free numbers.  Read more

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Opel-Vauxhall Customer Service Lines Now Open


callopenWho 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 about vehicle diagnosis, field reports and order tracking.  Read more

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


aegis22Sandip 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 opportunity to display both vision and innovation with a strong ability to execute. At Aegis, we continue to strengthen our presence and capabilities in key markets such as Asia Pacific and EMEA.”  Read more

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Water Corporation Goes Live with Interactive Intelligence Customer Engagement Software Suite


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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 and help contact centre agents deliver a more personalised customer experience for the more than 800,000 calls they receive each year.  Read more

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


capitalAgainst 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, service providers that differentiate and compete on multichannel capabilities and value-add technology solutions will have an edge over providers that only compete on cost, location and labour arbitrage   Read more

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


mileniumMillennium1 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 judges award businesses based on stringent criteria including a focus on people development, strong employee-engagement programs, quality assurance and customer satisfaction.  Read more