Call Centre & Customer Management 365

PhotoBox Deploys RightNow Chat, Listens to Customers and Makes Key Improvements
PhotoBox’s recent Live Chat deployment with RightNow Technologies has helped the personal publishing and photo printing website clear some confusion with customers creating photo books for the first time.

InVision Enterprise WFM Release 4.7 now available
InVision Software, a world-leading supplier of enterprise-wide workforce management solutions, has released its latest instalment of the software solution InVision Enterprise WFM, version 4.7. The new software release is now available, boasting over 100 new functions. It includes numerous innovative features for integrated time management as well as several program enhancements that make optimised staff planning more comfortable and more reliable than ever before.

GN Netcom launches first ever headsets with touch screen and simultaneous connectivity to mobile, soft and deskphone
Jabra GO 6400 and PRO 9400 Series Make Call Management Easy With Multiuse Capabilities and Intuitive Touch Screen

OnRelay Leverages Open Source to Release Mobile PBX for the Cloud
Unified MBX Combines Cellular FMC Software with Open Source Telephony for Low-Cost, Hardware-Free Mobile Unified Communications

Aspect Strengthens Customer-Company Interactions with New Unified Communications Capabilities
Unified Communications Applications for the Contact Centre Offer New Instant Messaging Features and Voice Portal Capabilities for Improved Business Processes

Infinity QA Launched As A ‘Pay-As-You-Go’ Service
Cost Effective Way To Automate Paper-Based Call Monitoring Forms

Pegasystems Announces Next-Generation Customer Experience Management Software
New SmartBPM® customer intelligence capabilities offer compelling alternative to traditional CRM

eGain - reinventing phone self-service with human-like intelligence
eGain Adds Intelligent Voice Self-Service Solution to Its Multichannel Customer Interaction Hub Suite.

Empirix Releases Empirix Testing as a Service, a Completely Flexible, Custom End-to-End Testing Solution
Empirix Testing as a Service combines Empirix's technology breadth with deep testing expertise to help contact centers ensure a quality customer-agent experience at low cost

MetroPCS Deploys Amdocs Billing, CRM & Operational Support Systems in a Managed Services Model
Amdocs delivers rapid implementation, converting all MetroPCS customers onto Amdocs CES 7.5 in just nine months—on time and on budget

IVR - Ubisoft® Extends Customer Support Availability with RightNow
Ubisoft is broadening the availability of the customer care it provides to gamers by adding a new customer support channel.

Telephonetics VIP leads the way with natural, simple, effective patient reminders
Telephonetics VIP , the speech automation specialist, is pleased to announce that calls from their interactive patient appointment reminder system (Remind+) are now presented using natural language as standard.

Genesys introduces suite of software to manage customer service performance throughout the enterprise
from the executive suite to broadband mobile devices Genesys Advisor software leverages Visual Real-Time Management to monitor and measure operational performance of customer service and align operations with business requirements

Plantronics Launches First VoIP Headset System for Contact Centres
Plantronics’ IP40 VoIP Headset System eliminates the need for contact centres to implement separate IP phones and audio processors – by combining both devices into one simple to use product!

NHS Pensions sign Prolog and Communisis for ‘Choice’ campaign
NHS Pensions has signed outsourced services specialist, Prolog, and Leeds-based communications solutions business, Communisis, to provide multi-channel communications support for ‘Pensions Choice’, which gives more than 1.3 million NHS employees the opportunity to transfer their pension benefits from the 1995 Section to the 2008 Section which has a later normal retirement age of 65.

Mayrise Technology Powers Wigan’s Citizen Helpline
Wigan Council is using the latest computer technology to pinpoint incidents and locate nearest services in order to provide quick answers to queries from the public. The Council has linked its MAYRISE Street Lighting back office system, to its Customer Relationship Management (CRM) software to improve the identification, recording and rectification of Street Furniture based requests and incident reports from Wigan’s citizens.

LiveXchange Expands by offering a unique agent selection and training process
Canadian-founded LiveXchange made a splash at last year’s Call Centre Expo in Birmingham, England, when it announced its presence in the UK by demonstrating live homesourcing with remote contract agents taking calls on behalf of British Gas and the Canadian Automobile Association half a world away

Nissan singles out UK ‘Customer Experience’ as best in Europe
Car giant Nissan has singled out its customer service team in the UK as providing the best improvement in the Nissan ‘Customer Experience’ for Nissan companies across Europe.

Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software
Yorkshire Water Customer Services Arm Deploys Impact 360 Quality Monitoring Software from Verint Witness Actionable Solutions, Extending Investment and Adding New Capabilities - Leading Utility Company Leverages Next-Generation Quality Monitoring Solution, Furthering Customer Service Focus; Benefits from Encryption Capabilities, Helping Protect Customer Data and Meet PCI Requirements.

Speech Recognition or the Human Touch
Could speech recognition and automation systems be preferable to human agents? Recent research says in some cases, it can.

Get Recruitment Right, Improve Attrition
Staff attrition could be improved with intelligent recruitment

Automation – Democratic Technology
Automation is crucial for the contact centre industry to run effectively and efficiently, and now call centres are embracing the proliferation of personal technology to reach customers.

Training for Business – A Government Boost
The Train to Gain scheme is undergoing a substantial extension – good news for employers who want to meet their skills needs.

Telesales / Telemarketing Trade Told to Keep Things Quiet
Shhhhh! Consumers have spoken out about the new rules on silent calls for the telesales and telemarketing sector.

Customer Service - Not to Be Ignored
Providing good customer service shouldn't be placed on the back burner by any means, and Ofgem has made a very recent example of this.

Contact Centre Solutions from Kana and IBM
Kana is a world leader in multi-channel customer service offering innovative contact centre solutions.

Outsourcing – Plugging the Gap
The recession has triggered a huge amount of stress and worry for many people, which could explain why Wycombe District Council resorted to outsourcing

Call Centre Software and Artificial Intelligence
Can robots really offer the human touch? According to new call centre software from Artingence, it can.

Call and Voice Recording Hits Home
Home Appliances Improve Efficiency with ASP Call and Voice Recording Software.

BPO Booms in Economic Depression
Business Process Outsourcing (BPO) is booming as the credit crunch bites.

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