Mitel listed in Gartner Challengers quadrant
Mitel, a global leader in business communications, has announced it has been positioned by Gartner, in the Challengers quadrant of the latest Magic Quadrant for Contact Centre Infrastructure. This follows Mitel's merger with Aastra and the acquisition of contact...
Econet deploys Avaya contact centre solution
As Zimbabwe’s leading mobile operator, Econet Wireless Zimbabwe was faced with a strong need to deliver a superior customer experience across its extensive customer base. The company currently has the widest coverage in the country, and is constantly upgrading its...
English proficiency boosts SA call centres
Major companies are increasingly looking to outsource their call centres to South Africa, with the country’s English premium voice quality being highlighted as one of the major drawing cards. This is according to Andrew van Niekerk, a director of Teleforge...
Top 10 contact centre strategies
The right staff and tools are key to contact centre success, says Martina Knappe, head of EMEA Marketing at Interactive Intelligence. With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to...
Mitel updates portfolio after Aastra merger
Mitel, a global leader in business communications, has provided an update on product portfolio integration following its merger with Aastra. The strategy focuses on a powerful global portfolio that is designed to address the requirements of regional markets, protects...
Aspect announces Voxeo CXP Pro 14
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, has announced Voxeo CXP Pro 14,a bundle of the new releases of Voxeo CXP 14, an application lifecycle...
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...