Banner Before Header

Vonage Contact Center Helps Homeless Link Handle 250% Increase in Calls During COVID-19

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation,  announced that Homeless Link has been able to handle a 250 percent increase in calls while operating remotely, in response to the COVID-19 pandemic, with the Vonage Contact Center. Homeless Link is the national membership charity for organisations working directly with people who become homeless in England and Wales. In partnership with St Mungo's, the charity uses the Vonage Contact Center to provide its 24/7…

Intelisys Partners With Bright Pattern To Provide Innovative AI-Powered Omnichannel Cloud Contact Center Software

Bright Pattern, leading provider of AI-powered omnichannel cloud contact center software, was selected by Intelisys as an innovative solution for contact centers and customer support organizations. Our solution powers major brands by providing the simplest and most powerful AI-powered software that is perfect for any modern contact center looking to deploy new digital channels, provide omnichannel customer journeys, monitor the quality of 100% of interaction on all channels, or implement AI for self-service channels and…

Vonage Contact Center Helps Homeless Link Handle 250% Increase in Calls During COVID-19

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Homeless Link has been able to handle a 250 percent increase in calls while operating remotely, in response to the COVID-19 pandemic, with the Vonage Contact Center. Homeless Link is the national membership charity for organisations working directly with people who become homeless in England and Wales. In partnership with St Mungo’s, the charity uses the Vonage Contact Center to provide its 24/7…

Avaya Acclaimed by Frost & Sullivan for Elevating Contact Center Workforce Engagement

Avaya's solutions combine resources, insights, and knowledge from across the organization to deliver outstanding customer and employee experiences Based on its recent analysis of the North American workforce engagement management (WEM) market, Frost & Sullivan recognizes Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, with the 2020 North American Growth Innovation Leadership Frost Radar Award. The Avaya OneCloud contact center-as-a-service (CCaaS) portfolio…

NICE Named Market Share Leader for Contact Center Workforce Optimization

NICE Holds 40% Market Share, More Than Six Percentage Points Greater Than Nearest Competitor NICE announced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, as the Contact Center Workforce Optimization (WFO) market share leader for first half 2018 with a 40.0 percent share of the market. NICE Contact Center WFO has a lead over the nearest competitor by more than six percentage points of market share. "Our continued leadership in the WFO market showcases the strength…

Sytel Releases Multi-Tenant, Multimedia And Fully Blended Contact Center Platform

Sytel announces version 11 of their Softdial Contact Center (SCC)  hosting platform, supporting fully blended voice, chat, email, SMS, video, and all social channels. Marketing Technology News: Updated VIZIO SmartCast Now Available on Company’s 2021 TV Line-Up for Endless Entertainment Michael McKinlay, CEO of Sytel, commented “Rather than tell you that this new version takes hosting to new heights (which by the way, we think it does!) let me cut to the chase and pull out ten of the new features which we think are…

UJET and Calabrio Partner to Drive New Wave of Cloud Contact Center

Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach UJET Inc., a leading provider of cloud contact center solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact center that delivers efficient, empathetic and consistent customer experiences across every channel. Combining UJET’s modern customer support with Calabrio’s leading workforce…

Orange Business Services Delivers Collaboration and Contact Center Services

Supports ZIM’s focus on providing its customers with a differentiated customer experience ZIM Integrated Shipping has extended its contract with Orange Business Services for cloud-based contact center and collaboration services, including network connectivity and audio and web conferencing. This solution will continue to boost collaboration and productivity across 20 contact centers globally, resulting in an enhanced experience for ZIM’s customers. ZIM is one of the largest carriers in the global container shipping…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

 Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, today announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in…

Integrate WhatsApp With Cisco Finesse UCCX, UCCE, PCCE Contact Centers With CXInfinity

Boost your Cisco UCCE/X PCCE contact center performance with all new integration of WhatsApp. The advanced and integrated tool CXInfinity makes businesses engage with customers in real-time With 1.6 billion users across 180 countries, WhatsApp has become one of the most popular messaging platforms. And after the launch of WhatsApp Business in January 2018, the platform has grown immensely as a customer engagement channel. From start-up to an enterprise, from insurance to banking, WhatsApp has created a highly competitive…

Mindful Chef Selects the Vonage Contact Center to Transform Customer Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation,  announced that healthy recipe box company, Mindful Chef, has chosen the Vonage Contact Center to better serve its customer-base following a 452 percent increase in customers. With more than 123,000 customers, Mindful Chef delivers pre-portioned ingredients and fresh meat, fish and produce sustainably sourced from small award-winning British farms. Mindful Chef enables customers to cook nutritious meals in under 30…

Calabrio Study Finds That the Pandemic is Accelerating the Evolving World of Work for Contact Centers

Results show most contact centers are embracing work changes and expect them to benefit the industry long term Calabrio, the customer experience intelligence company, has released a study detailing how customer service organizations are evolving due to the COVID-19 pandemic. Based on a survey of contact center leaders, the findings point to a dramatic shift in how brands, through their contact centers and agents, now engage with their customers. While crisis-driven changes can often have a negative impact, recent events…

UJET Raises Another $55 Million to Accelerate Contact Center Transformation

UJET Inc., a leading provider of cloud contact center solutions, has raised $55 million in a Series C round of funding, bringing the company’s total to just over $100 million to date. With the adoption of omnichannel customer support and cloud contact center solutions continuing to rise, this new round of funding aims to expand UJET’s sales and marketing teams both domestic and international, and scale its platform with new products and features. The funding was led by Sapphire Ventures, with participation from existing…

Contact Center Provider NexGen Agency Welcomes Addition to Leadership Team

NexGen Agency, a fast-emerging global provider of dynamic customer experience management and social media solutions, is proud to announce a strategic addition to their leadership team. Frank J. Mona III has joined our organization as an executive consultant in support of assisting both current and future clients in business transformation and migration. Frank is an accomplished sales, marketing and call center executive with client management, operational and organizational leadership experience across global, national…

PCI Pal Progresses Partnership with Leading Cloud Contact Center Provider Talkdesk

The partnership offers enhanced security and compliance to Talkdesk customers and partners worldwide PCI Pal, the global provider of secure payment solutions, today announced the progression of the partnership with Talkdesk®, the award-winning cloud contact center for innovative enterprises. With multiple customers now live across EMEA and North America, Talkdesk leverages PCI Pal’s globally accessible cloud platform, allowing them to deliver a fully-integrated solution that enables secure payment services to its global…

3CLogic Announces Cloud Contact Center Integration for Microsoft Teams

Offering extends market-leading collaboration tool with global enterprise cloud call center platform for complete enterprise communication solution  3CLogic, a leading provider of cloud contact center solutions, today announced its latest integration with Microsoft Teams. The combined offering will streamline communication between back-office resources and front-line call center agents to enhance the overall customer experience. “We are excited to extend this new integration to our current and future enterprise…

AWS Is Preferred Cloud Provider for Genesys Cloud Customer Experience and Contact Center Platform

Powered by AWS, Genesys Cloud improves customer engagement for companies of all sizes worldwide Today, Amazon Web Services, Inc., an Amazon.com company, announced that Genesys has selected AWS as the preferred cloud provider for Genesys Cloud, an all-in-one solution and leading public cloud contact center platform. Organizations around the world use the platform to manage and improve customer relationships across any channel, including voice, text, web chat, and social. Genesys Cloud is built on and relies upon AWS’s…

Talkdesk Propels Palmer Johnson Power Systems Customer Service With Cloud Contact Center Innovations

Palmer Johnson Power Systems moves from an inflexible, on-premises system to Talkdesk CX Cloud for agility, scalability and deep Salesforce integration Scalability of Talkdesk CX Cloud crucial for Palmer Johnson Power Systems to support its rapidly expanding customer service operations Talkdesk cloud flexibility to adjust service levels, reduces costs and improves contact center efficiency Seamless integration with Salesforce unifies contact center and CRM database, reducing average handle time, caller wait time…

Creatio Presents a New AI-Powered Contact Center Product Suite by Velvetech on Creatio Marketplace

Creatio, a global software company providing a leading low-code platform for process management and CRM, announced the release of a new solution on its marketplace called Contact Center Product Suite for Creatio. The product is developed by Creatio’s partner, Velvetech. This advanced solution for setting up an inbound or outbound call center with AI-based agent scoring and call analytics lets businesses connect with their customers via phone calls, emails, text messaging, social networks, and beyond. Marketing Technology…

TTEC Expands FedRAMP-Authorized Cloud Contact Center Solution With Pending IL4 Status and Best-in-Class WFO, CRM, AI Integration

Company further strengthens its direct and partner sales channels with its cloud contact center solution and pending IL4 authorization for federal, state, and local government TTEC Holdings, Inc., a global customer experience technology and services company focused on the design, implementation and delivery of transformative contact center solutions for many of the world's most iconic and disruptive brands and government agencies, today announced it has significantly strengthened its FedRAMP-authorized cloud contact…