Genesys positioned in Magic Quadrant
Genesys, a leading provider of customer service and contact centre solutions, has announced that information technology research and advisory firm Gartner has included the company in its report, Magic Quadrant for CRM Web Customer Service Applications, published...
Contact centres go social with Aspect Social
Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimisation, has announced the launch of Aspect Social, a cloud-based offering that aligns interactions organisations have with customers on Facebook, Twitter, blogs and...
Genesys to buy Angel from MicroStrategy
Genesys has reached a definitive agreement with MicroStrategy Incorporated, a leading worldwide provider of business intelligence (BI) and mobile software, to acquire its subsidiary Angel.com. Angel is a leading provider of cloud-based self-service contact centre...
Jasco, Presence aid contact centres
Jasco Enterprise, a provider of business communication solutions and services, and Presence Technology, a worldwide provider of multi-channel contact centre solutions, are working together to deliver a multi-channel contact centre solution that uniquely addresses the...
Moving ITSM solutions to the cloud
Local ICT service organisation Quintica is bringing customers a new way to quickly and cost effectively move IT service desks into the cloud, announcing that BMC has made a range of improvements to its BMC RemedyForce suite. This month the software giant has made a...
Genesys One to launch in SA
Promising leading contact centre technologies up and running in 30 days, Genesys One is coming to market in SA through implementation partner Bytes Connect. Genesys a leading provider of customer service solutions, has just launched its Genesys One solution, which...
BT enhances Contact portfolio
BT has announced innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omni-channel” customer service. Those...
Web chat effective in contact centres
BT has announced the key lessons from research it has conducted into the latest communication channels being used by contact centres. One of the most significant developments BT has seen is the increasing use of Web chat as a channel for advisors to talk to...
Hosted models boost customer service
Many businesses and call centres have come to wrap their heads around the concept of hosted technology, where a provider offers the customer affordable, pay-per-use access to technology, along with ongoing support and service, says Jed Hewson, director of 1stream. ...
The value of BI in contact centres
Opportunity costs and inefficiencies are the certain lot of contact centres that do not have an integrated, realtime interrogative view of customers and business flows, and cannot trace the link of these variables to sales, service and, ultimately, profitability....
Six priorities for contact centres in 2013
If contact centres aren’t preparing to embrace these six key trends, they have already fallen behind, says Ian Goss-Ross, CEO of Elingo. Too many contact centres have relied on tried-and-trusted technologies for too long. But emerging trends and technologies that have...
Functionality a key contact centre driver
Technology upgrades and migration to IP/SIP are key drivers for the contact centre systems market in Europe, Middle East and Africa (EMEA). Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of...