contact center Latest News

Vendor showcases cutting-edge Customer Interaction Center® (CIC) 4.0 solution

Inktel is partner partnering with a leading health information provider to develop and execute a program that consists of outbound business-to-business sales of medical coding books and e-products.

A new book is now available to help leaders at all levels in the call/contact center to transform from good to world class.

The new site provides improved navigation, social media, fresh content, and a clean user interface

Rather than simply taking the cheapest possible route which may alienate customers, Middle East companies need to adopt a more holistic long term approach and use technology that improves reputation while reducing costs

International coffee pod and machine producer is partnering with Inktel for solutions in customer support, inbound calls, and e-mail responses regarding quality.

One of the leading automotive buying programs has partnered with Inktel Contact Center Solutions in order to increase operating efficiency and decrease cost without sacrificing the quality of their customer service.

Based on end-user ratings, Interactive Intelligence beats out Aspect, Genesys, NEC, ShoreTel and Siemens to win Market Challenger award

Latest version of Interaction Process Automation™ (IPA) designed for faster business process development, reduced costs, and improved ease of use

Report defines leaders as high-viability vendors with broad portfolios, a clear vision of how contact center needs will evolve, and a proven track record of delivering contact center products

Former Avaya Director of Enterprise Contact Center Engineering to Oversee Product Management

PCCW Teleservices, a HKT subsidiary and premier provider of global outsourcing solutions, has swept seven awards at the 2012 ContactCenterWorld Asia Pacific Top Ranking Performers Conference and Awards.

Educational webcast, already drawing more than 1,200 pre-registrants, will bring together industry experts to share how businesses can provide enhanced service for customers using smart mobile devices

Servion Global Solutions Reports Best Sales Performance in a Single Quarter

Interactions 2012 event reveals key business communications technology trends; offers solutions to address contact center automation, unified communications, and business process automation challenges

Fusion BPO Services has been re-certified as PCI DSS version 2.0 Certified Company for the second year in a row. This is the highest standard of excellence for payment data security.

Magellan Solutions Outsourcing Inc. is expanding its footprint in the United States to market its contact center and BPO services to small and medium businesses and large-scale corporations.

Acqueon Technologies Inc., a leader in software solutions for the customer collaboration industry, today announced the latest release of List and Campaign Manager.

Customer satisfaction and cost reduction the main drivers of contact centre developments and technology implementations in 2012

New York, NY and Las Vegas, NV – Winners have been announced for IQPC’s annual Call Center Excellence Awards as a part of the 13th Annual Call Center Week, taking place June 4 – 8, 2012 at Caesars Palace in Las Vegas, NV.

Add-on appliance simplifies IT management and reduces costs for enterprises

Contact Centre technology expert Shaheen Haque discusses the various considerations that decision makers in the region’s contact centres should look at when deciding whether or not to engage with a hosted Unified Communication vendor

New York, NY and Las Vegas, NV – Finalists have been announced for IQPC’s annual Call Center Excellence Awards as a part of the 13th Annual Call Center Week, taking place June 4 – 8, 2012 at Caesars Palace in Las Vegas, NV.

Toronto, Ontario May 22, 2012 – Upstream Works, providers of multichannel insight and automation solutions for contact centers, announced its attendance at the 13th Annual Call Center Week Conference in Las Vegas, June 4 - 8.

Vendor to highlight industry-leading fully integrated solution which streamlines call center operations to help deliver excellent customer service

The contact center industry in the Middle East is booming and the trend is shifting from best-of-breed communications technology to an all-in-one fully integrated model

24-7 Intouch, global contact center outsourcer, announced today that it has been named on the Customer Interaction Solutions 27th Annual Top 50 Teleservices Agencies Ranking, increasing its Global Aggregate score to 13 from 25 in 2011.

The creators of Call Center Week, the world’s biggest call center event, are proud to take call center excellence to the next level at Call Center Performance, Productivity & Metrics, taking place September 24-26, 2012 in Dallas Texas.

Running in its magical 13th year, Call Center Week returns to Sin City, June 4-8 2012 at Caesar’s Palace and the attendee list is looking more like a roll call for the Fortune 500!

Voiance Language Services will exhibit at the 2012 Annual Call Center Exhibition, an engaging and informative gathering of professionals in the contact center industry from across the globe.

An effective telemarketer must be trained in many areas to produce the results that businesses are looking for. Without proper training a telemarketer will more than likely not meet the necessary goals that a business sets to meet their monthly quota

Enhanced Focus on Mitigating Call Recording System Rollout Risk, New Teaming Approach

Company recognized for continued innovation in multichannel knowledge management for sales and service

IQPC is proud to announce that Michael Kim, one of CIO magazine’s top 50 technologists of the decade, will join the keynote speaker panel for the 13th Annual Call Center Week, taking place June 4-8, 2012 at Caesars Palace in Las Vegas.

24-7 Intouch, leading contact center outsourcer, announced today the official launch of their social media management arm, Social Herd.

Companies Receive Accolades for Their Commitment to Innovation in Customer Service

On Wednesday, March 28, the Ohio Valley Chapter of the ATA will host an event featuring Jim Kohlenberger, director of Jobs4America and former chief of staff for the Office of Science and Technology Policy at The White House.

Desktop integration application is compatible with key Avaya inbound and outbound contact center solutions

The Viper VoIP telephone system product web site launched today, introducing the latest business IP PBX system for enterprise customers, featuring a new pricing model with no per-user licensing and includes free updates, upgrades and new features.

Lync contact center solution passes demanding interoperability tests.

Seven key contact center trends offer opportunities to drive down costs while improving the customer experience

An IP Contact Center is a self-service application in which live agents gather valuable information from customers via the Web, e-mail, fax and phone and relay it to businesses to help them increase productivity and sales.

Thirty-One Gifts Uses Cyara to Automate Load Testing of New, SIP-Based Contact Center Routing Platform; Testing Uncovers 50 Percent Port Capacity Constraint; Ensures Successful Platform Upgrade; Agents Answer

Interview with Daniel Murray, Vice President of Customer Affairs at Philadelphia Gas Works

Scope ME to provide customized 24/7 technical support to A10 Networks' customers in the region

Industry analyst, Art Schoeller, featured as a presenter of educational webcast

Asset purchase agreement gives Interactive Intelligence increased presence throughout Africa

PCCW Teleservices, a premier provider of global outsourcing solutions, has been awarded the “Outsourced Contact Centre of the Year (Inbound)” at the 12th Annual Hong Kong Call Centre Association Awards.

Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, new Web portal and private cloud deployment model

Flexible deployment options allow cost-effective migration of communications systems to all-in-one software platform