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Altitude Announces the Appointment of Natalia Bochan as Chief Marketing Officer


Madrid, Spain –  Altitude, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Natalia Bochan has been appointed Chief Marketing Officer.

Natalia Bochan’s mission is to develop Altitude’s market positioning in the customer experience market, put customer needs at the center of business initiatives, and execute marketing strategies to support product innovation and business growth. She will lead the company’s global integrated marketing activities, with a special focus on customer engagement, lead generation and brand awareness activities, aiming for new business development.

“We are delighted to have Natalia on board to help us develop our position in the market to take advantage of Altitude’s innovation and ability to help companies engage and retain customers through digital transformation” said Alfredo Redondo, Altitude CEO. “The skills and expertise Natalia brings for marketing and customer engagement innovation, and her customer-centric background, will contribute to our evolution and affirmation in the market”.

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Omnichannel Cloud Contact Center Provider, Bright Pattern, Expands Presence in Japan


Bright Pattern, award-winning provider of global contact center software, is pleased to announce opening a local office in Tokyo, Japan. Bright Pattern launched a local cloud point of presence in Japan early in 2017 and now has established an office.

“Japan has always been a strong market for the Bright Pattern product and our expansion and local office will provide close-knit and personalized support to our Japanese partners and direct customers,” said Konstantin Kishinsky, CEO of Bright Pattern.

Bright Pattern’s highly available and scalable solution is built for global enterprise-grade clients. “Global companies demand a high level of excellence for software reliability, security, compliance and manageability,” said Bright Pattern Product Manager, Sergey Menshikov

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Altitude and Comways Announce AI-Powered Case Management for Omnichannel Customer Engagement


Altitude, today announced the integration of chatbots and voicebots on a powerful case management solution fully integrated with Altitude’s omnichannel customer interaction solutions.

The Case Manager solution delivers automated and customized end to end customer engagement workflows. It allows customer service to create, classify and manage cases and activities identified by customer, across channels. Already adopted by leading organizations across Europe, the Case Manager solution by Comways is now available with new Artificial Intelligence features, in a bundled offering with Altitude, that enhances customer experience and contact center performance.

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Teleperformance Expands Its Latin American Operations into Peru


Teleperformance (Paris:RCF), the worldwide leader in omnichannel customer experience management, today announced its expansion into Peru. Teleperformance Peru, located in the main financial and business district of Lima, will operate 500 workstations and open this year.

“Peru is one of the most attractive countries in Latin America for investment in customer experience management activities. It has not only a significant domestic market, but also a great location, people and conditions for the export of services,” said Agustin Grisanti, CEO, Teleperformance Spanish Iberia & South America. We are excited and optimistic about our operations in Peru, and are working to identify the best passionate and talented individuals from around Lima to join our global team.”

The opening of the Lima site will expand Teleperformance’s presence in Latin America to ten countries: Argentina, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, El Salvador, Guyana, Jamaica and Peru.

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Atento Launches Digital Business Unit to Drive Customer Experience in the Digital Age


Atento Digital kicks off with the signing of a strategic partnership and acquisition of a minority stake in Keepcon, a leading provider of automated customer experience management based on semantic technology. Atento Digital integrates digital marketing tools, automatization of front and back office customer processes and a robust omnichannel platform to generate efficiency and results for customer’s acquisition, management and retention. It also provides solutions to advance digital transformation processes while making the most of existing systems.

Atento Digital’s mainstream offering encompasses a range of services including online sales, digital customer care, digital technical support, digital HR and digital collections, all delivered through Atento’s omnichannel platform integrating traditional and digital channels. Atento’s digital offering also includes consulting capabilities and the use of analytics and automatization tools to enhance the effectiveness and efficiency of customer related processes.

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Deloitte’s 2017 Global Contact Center Survey: Omnichannel Customer Experience Dominates Contact Centers’ Future


Contact center executives face challenges with delivering an effortless on-demand experience for customers, while continuing to operate efficiently, results of the third biennial Deloitte 2017 global contact center survey found. The survey, published this week, found that, in a continued trend, customer experience is driving all business decisions, with the daunting task of meeting the demands of high-touch customers who require speed and accuracy.

The survey polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Among respondents, more than 80 percent cited improving customer experience as the largest driver of investment, as opposed to 3 percent who are focused on revenue growth. As customer needs for on-demand communications grow, phone dominance continues to decline, so contact centers should embrace omnichannel strategies to interact with their customers.

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CTIntegrations Announces CT Suite™ R3 for the Contact Center


CTIntegrations LLC, a leading software development and system integration company focused on the contact center, is pleased to introduce the latest major release of its innovative CT Suite™ software platform. CT Suite Release 3 is a web client solution that provides contact center agents with a single pane of glass across all channels, including a new collaboration channel and enhancements to reporting and search functionalities.

“At CTIntegrations, we continuously evolve our product to meet changing contact center needs, helping businesses deliver an exceptional service experience while optimizing their technology investments,” said Ronny Flaatten, CTO of CTIntegrations. “With our new release of CT Suite, we’ve made it easier than ever for agents to provide informed, consistent, and highly satisfying levels of customer service via a truly omnichannel and collaborative interface.”   Read more

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Genesys Completes Acquisition of Interactive Intelligence to Create World’s Leading Omnichannel Customer Experience Solutions Company


genesysinterGenesys and Interactive Intelligence have developed best-in-class customer experience capabilities as recognized by all leading industry analysts, with highly complementary solution portfolios. Now combined, Genesys is able to support customers of any size in all industries everywhere in the world with the most complete portfolio available in the cloud and on-premise. Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.  Read more

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Genesys and InfoArmor Show How to Move to a Cloud Contact Center in 3 Easy Steps


genesys_hqGenesys, the market leader in omnichannel customer experience and cloud contact center solutions, is hosting a live webinar on October 26 that provides a blueprint for businesses looking to migrate to a contact center as a service solution. Presenting an insider view of his own company’s recent transition to the cloud is Doug Kaplan of InfoArmor, an industry-leading provider of identity protection solutions and elite cyber intelligence services.  Read more

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Genesys Named a Leader in Contact Center Interaction Management by Independent Research Firm English


customer-journey-transformation-graphicGenesys® , the market leader in omnichannel customer experience and contact center solutions, announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a “Leader” in two new reports from Forrester Research.

Genesys was among the companies that Forrester invited to participate in two new independent research reports that evaluated the most significant software vendors in contact center interaction management.  Read more

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Frost & Sullivan applauds Interactive Intelligence for Incorporating Omnichannel Capabilities


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Based on its recent analysis of the hosted and cloud contact center industry, Frost & Sullivan recognizes Interactive Intelligence with the 2016 Brazilian Frost & Sullivan Award for Visionary Innovation Leadership. Interactive Intelligence has been a top competitor in the Brazilian cloud contact center market ever since it established a footprint in Latin America in 2011.

Its winning combination of an experienced team, state-of-the-art technology, and focus on providing high customer value, building long-term relationships, and benchmark-setting innovation earned Interactive the largest share in the Brazilian market in 2015.  Read more

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Grupo SM Achieves More Efficient Customer Service with Altitude Software


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Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, is announcing that Grupo SM, a publishing group in Spain and Latin America, has implemented its Altitude Workflow solution, achieving better, more efficient customer service while better managing company resources. Integration of internal processes across company departments ensures efficiency.

The publisher has adopted the Altitude Workflow solution aiming to integrate customer contact channels, integrate the front and back office and achieve more efficiency in customer service and in managing existing resources. 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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Frost & Sullivan Applauds Teleperformance’s Omnichannel Solution for Making it the Most Innovative Contact Center Service Provider in Chile


teleperfomBased on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance Chile with the 2014 Chilean Frost & Sullivan Award for Product Leadership. Teleperformance’s successful implementation of an omnichannel customer relationship management (CRM) solution has elevated the standards of customer service in the Chilean contact center outsourcing market. Read more

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Big Data Analytics y Omnichannel en las empresas, fomentan el Customer Experience


omni_channelEl Customer Experience se ha convertido en un modelo de negocio que las empresas han venido adoptando, porque están convencidas de que clientes satisfechos, leales y embajadores de la marca generan mayor disposición de compra, aumento del WOM (Word Of Mouth/Mouse)… Leer más