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COVID-19 Home Testing Kit Provider LetsGetChecked Deploys 8×8 Contact Centre for Vital Support

Office closures and rising need for home testing kits accelerates company’s testing process through a highly efficient remote contact centre operation 8x8, Inc., a leading integrated cloud communications platform provider, announced LetsGetChecked, the at-home health testing and insights company, deployed 8x8 Contact Centre to continue the successful support of their COVID-19 home test kit services through its remote contact centres in Ireland and New York. LetsGetChecked is a leading health insights company that allows…

Sabio Group Achieves Twilio Gold Partner Status to Bring AI to the Contact Centre

Following its recent acquisition of DVELP, a leading contact centre AI product and development company, Sabio Group has achieved Twilio Gold Partner Status as a Twilio Reseller Consulting Partner As Europe’s largest independent customer experience full-service provider, Sabio’s scale and broad penetration of the contact centre market provides Twilio with a valuable route into the Western European marketplace. Coupled with DVELP’s proven Twilio and Google CCAI expertise, skills and technologies, this makes Sabio a strong…

Support for Citizens: Barking and Dagenham Council Moves Entire Contact Centre to the Cloud for Remote Working with 8×8

During UK Lockdown, Council Continues to Assist Residents with Queries about Essential Services, While Keeping Staff Safe 8x8, Inc., a leading integrated cloud communications platform provider, announced the London Borough of Barking and Dagenham selected 8x8 Contact Centre to transition the council’s entire contact centre to the cloud in just two weeks to enable remote work. Barking and Dagenham Council provides essential services to more than 210,000 residents of the borough. A team of 55 contact centre agents handle…

Vonage Accelerates Launch of AI Virtual Assistant for Contact Centres to Help Businesses Operate Effectively During Global Health Crisis

Vonage, a global business cloud communications leader, announced the launch of its Contact Center AI Virtual Assistant to help organisations respond to peaks in call volumes as the COVID-19 health crisis continues. Seamlessly integrated with Vonage Contact Center, Vonage’s AI Virtual Assistant adds intelligence to any conversation in a customer’s journey, making the customer experience a true competitive advantage by using AI to deliver enhanced self-service interactions that engage every caller in natural language.…

CallMiner Collaborates with Customers to Improve Contact Centre Operations, Performance and Service Amidst COVID-19 Pandemic

Engagement Optimization community ignites crowdsourced support and innovation for COVID-19 contact centre impact A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact centre. Marketing Technology News: Voxnest And Its Podcast Platform Spreaker…

TP Vision to Transform Service Experience and Performance With Vonage’s Contact Centre and Speech Analytics Solutions

Vonage, a global business cloud communications leader, announced that TP Vision Europe B.V. has selected its contact centre and speech analytics solutions to better serve its customer-base by delivering exceptional experiences. Based in the Netherlands, TP Vision is a consumer electronics key player in the world of audio visual digital entertainment focusing on developing, manufacturing and marketing Philips branded TV sets (Europe, Russia, Middle East, South America, India and selected countries in Asia-Pacific) and…

PensionBee Selects Vonage to Transform Contact Centre Into a Hive of Innovation

Vonage, a global business cloud communications leader, announced that PensionBee is implementing its award-winning contact centre solution. PensionBee, which aims to take the sting out of pension management, will be able to better serve its growing customer base by delivering exceptional experiences. “We’re extremely pleased to be bringing the incredible combination of Salesforce and Vonage to PensionBee. Following a quick implementation, we now have a single, scalable cloud contact centre solution across our business,…

TTEC Announces New Contract Win With Volkswagen Group UK and Opens a New Contact Centre in Leeds

TTEC Holdings, Inc. a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe's most iconic and disruptive brands, tannounced a new contract win with Volkswagen Group UK, which includes the Audi, ŠKODA, SEAT, Volkswagen Passenger Cars and Volkswagen Commercial Vehicles brands, along with a new contact centre in Leeds to expand UK operations in TTEC's European network. The deal is part of Volkswagen Group UK's…

New10 Partners with Vonage to Transform Contact Centre and Deliver a White Glove Customer Experience

Vonage, a global business cloud communications leader, announced that New10 has selected its contact centre solution to better serve its customer-base by delivering exceptional experiences. Based in the Netherlands, New10 is a financial services company which helps entrepreneurs to finance their plans and ambitions for growth. Offering a fully digital lending process, New10 makes credit decisions within 15 minutes with clear conditions and insights of the applicant’s financial health. For New10, customer experience is…

Contexta360 Research Finds Speech Analytics Is Not yet Reaching Full Potential in UK Contact Centres

Fewer Than Half Are Using Artificial Intelligence and Real-Time Automation and Analytics Features Contexta360, a leading speech analytics, AI and conversational computing company, released the results of research into the deployment and use of speech and chat interaction analytics in UK contact centres and the view of voice calls as a customer support channel. The survey polled 250 UK-based contact centre managers and found that although 92% have some form of speech analytics solution in place, a high proportion (43%)…

Merchants GoLive with Avaya Private Cloud Contact Centre Transformation Project

Avaya cloud solution to supercharge global BPO’s growth and its adoption of the latest technologies GITEX Technology Week 2019, Merchants, a customer management partner specialising in the business process outsourcing industry, announced that the first phase of a global Contact Centre services transformation, has gone live with an Avaya Private Cloud solution. The contact centre transformation project comes as Merchants looks to achieve new levels of growth in the increasingly competitive BPO industry. To realize these…

RingCentral Signs Agreement with Fujitsu Across EMEA to Offer RingCentral’s Market-Leading Cloud Communications and Contact Centre Solutions…

RingCentral UK Ltd., a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions and a wholly-owned subsidiary of RingCentral, Inc., announced an agreement with Fujitsu to provide enterprises across EMEA with cloud communications and contact centre solutions for enhanced mobility, workforce productivity, and customer engagement. The agreement supports Fujitsu’s strategy of building a strong ecosystem of partners across its Digital Workplace portfolio, adding productivity tools…

Improving Contact Centre CX: Eight Predictions for 2019

Contact centres are going through their biggest changes in decades. Instead of calling a company for support with every issue, customers can now turn to chatbots, mobile apps, social media, and a variety of other channels. Better connected than ever, delivering the outstanding service these customers expect requires the right mix of tech, talent, and investment. To help you prepare, here are eight predictions based on customer experience (CX) that will be critical to contact centre success in 2019 and beyond. Chatbots Could…

Tungsten Network Selects NewVoiceMedia as Contact Centre Partner to Transform Service Experience for Global Customer Base

NewVoiceMedia, a leading provider of cloud contact centre and inside sales solutions, announced that Tungsten Network has selected its NVM Platform to better serve its global customer-base by delivering exceptional, emotive experiences. Tungsten Network, a secure business transaction network, signed an agreement with NewVoiceMedia to provide a state-of-the-art experience for its 300,000 customers in 192 countries, while improving its sales performance, operational efficiencies and team productivity. Following a market…

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…

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…

IMImobile Enables Remote Working for Contact Centers Amid Pandemic

Public sector clients including local councils and NHS trusts have rapidly transitioned to remote working using IMImobile’s products Global cloud communications software and solutions provider IMImobile PLC, announced that its cloud contact center software has enabled remote working for its clients following the COVID-19 outbreak. Customers including Hertfordshire Partnership University NHS Foundation Trust, Dudley Metropolitan Borough Council and Bouygues Energies & Services have recently transitioned their…

The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During…

Vonage, a global business cloud communications leader, today announced that RAM Tracking has maintained its commitment to outstanding customer service with the Vonage Contact Center by transitioning employees from working in the office to their homes in response to the COVID-19 pandemic. The Vonage Contact Center helps RAM Tracking Avoid Disruption in Customer Experience as it Transitions Employees from Office to Home During COVID-19 RAM Tracking, a provider of GPS vehicle tracking systems, chose the Vonage Contact…

Vonage Wins ContactCenterWorld Top Ranking Performer Award in 2019 World Final

Vonage, a global business cloud communications leader, announced today that ContactCenterWorld, the world's largest contact centre and customer engagement association, has named Dave D'Arcy, Senior Director International Care and Tech Support for Vonage, as Best Leader in the world final of its Top Ranking Performers Awards. “Vonage is redefining business communications, helping enterprises use fully-integrated unified communications, contact centre and communications APIs to transform the way they engage with their…

Content Guru Positioned as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

Cloud contact centre and customer engagement provider, Content Guru, has been positioned in the Leaders quadrant in the 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe. “We believe Gartner Magic Quadrants are a valuable source of information, which we use within our own organisation to assess best-in-class solutions providers. We’re delighted to be positioned again in this year’s report. We feel that our continued progress has been recognised by our position in the Leaders quadrant. ” This…