1Stream releases white paper on call centres
Hosted call centre technology provider 1Stream has today released a white paper highlighting three tools that they believe will be crucial for next-generation contact centres. “Call centres aren’t just there to field as many calls as possible every day, they are...
SAV Credit uses Aspect’s WFM solution
Leading store card and credit card provider SAV Credit has chosen Aspect Workforce Management (WFM) version 8.0 for its new Leeds-based contact centre. Aspect Software’s technology will enable SAV Credit to effectively manage its agents for improved efficiency and...
Genesys acquires Solariat
Genesys has announced that it has acquired the assets of the Solariat business, a social customer care and analytics platform company. With the Solariat acquisition, Genesys is further extending its social media engagement capabilities to help organisations deliver...
Aspect advances omni-channel communications
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office solutions, and award-winning cloud solutions, has announced the launch of Aspect Proactive Engagement Suite, an SaaS-based advanced suite of...
Trupanion rolls out Aspect Software solution
Aspect Software has announced Trupanion, a leading provider of medical insurance for pets, implemented Aspect’s full suite of customer contact and workforce optimisation solutions in Aspect’s fully-hosted cloud environment. The solution helps the company deliver on...
Interactive Intelligence launches contest
Interactive Intelligence Group, a global provider of software and services designed to improve the customer experience, is launching a Customer Experience Makeover: Contact Centre Style contest. The contest is open to businesses of any size worldwide looking for a...
Call centres are getting smarter
There are many companies that long for the days where landlines were still the norm, particularly when it comes to debt collecting. Because landlines were analogue and geographic in nature, which meant that callers had no idea who has ringing and whoever was calling...
TCC rolls out Aspect solution
The UK-based contact centre outsourcer, The Contact Company (TCC), has chosen Aspect Software to improve efficiency and productivity across 1 000 seats over two sites in Birkenhead. The largest independent contact centre in the UK will deploy Aspect’s workforce...
Boost debt collection with list management
Reuters has reported that household debt grew at its fastest pace since early 2008 in the fourth quarter of 2012, a possible sign that the painful process of paring back borrowing in the aftermath of the financial crisis may have run its course. While not all consumer...
Are your contact centre metrics relevant?
Metrics in contact centres have fallen into an irrelevance cycle because the nature of the contact centre’s relationship with customers has changed significantly. Logically, any operations not focused on addressing the changing relationship are irrelevant – and...
Genesys delivers record growth in 2013
Genesys has announced record performance for 2013. In its second year as an independent company, Genesys achieved record growth, with 2013 revenue surpassing $740-million (representing over 20% annual growth) and EBIT surpassing $200-million (representing over 15%...
Ocular brings Aspect solution to SA
Contact centre solution provider, Ocular Technologies, is pleased to announce that as an Aspect Software partner, it will be reselling and supporting the Aspect Back Office Optimizer product, which is powered by eg solutions. At the start of February 2014, Aspect, a...