Call center news

• Zammo Introduces No-Code Conversational AI Platform for Voice Automation

  13-05-2021 18:42 via tmcnet.com
  
  According to Juniper Research, the total transaction value of smart home payments, payments that occur via smart home devices, will exceed $164 billion in 2025, from $22 billion in 2020. They also noted that increasing use of voice assistants via smart speakers for e-commerce, propelled by rising user and merchant acceptance, will drive dramatic growth of over 630 percent in total value over the next five years.
  
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• Call Center Agents Need to Move Beyond Empathy

  07-05-2021 17:30 via tmcnet.com
  
  Empathy is an important skill for any call center agent who wishes to foster positive and meaningful customer interactions. Agents need to move beyond empathy to ensure customers are understood and their issues are resolved, and may do so by practicing a few major skills.
  
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• Nuance Introduces Biometric Solution to Five9 App Marketplace

  07-05-2021 14:39 via tmcnet.com
  
  Nuance Communications, a global provider of AI powered business solutions, recently announced the release of Nuance? Gatekeeper, the company's latest cloud based biometric security solution. The solution has now been made available for purchase on the Five9 marketplace, and can be fully integrated into Five9's Intelligent Cloud Contact Center.
  
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• Qualtrics Unveils Customer Command Center

  05-05-2021 16:07 via tmcnet.com
  
  Qualtrics has released a new solution that offers features to improve service quality for both customers and call center agents.
  
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• Idaho State Department Implements VoIP/Contact Centers with CherryRoad Technologies

  30-04-2021 19:33 via tmcnet.com
  
  Today, Idaho's state department announced the deployment of new VoIP/Contact centers created in a collaboration with CherryRoad and LogMeIn.
  
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• Russian Pharmacy Chain 36.6 Automates Marketing Campaigns with SAS Analytics

  29-04-2021 18:03 via tmcnet.com
  
  Today, one of the primary goals of marketing is "personalization." In years past, automated marketing platforms didn't make it easy: any level of personalization at the customer end required vast amounts of manual work by marketing personnel when it came to preparing campaigns and assessing results, and retailoring efforts to improve based on the data.
  
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• NGMN Urges ICT Companies to Tackle Climate Change

  26-04-2021 11:52
  
  ICT Companies should align investments with a 1.5°C trajectory in line with ITU L.1470 Frankfurt, Germany, April 26, 2021: The Next Generation Mobile Network Alliance is set to align the mobile communication sector with its entire supply chain - from component manufacturers to service providers - to address sustainability challenges faced by the ICT sector. Its Green Future Networks project, launched in November 2020, is the first NGMN initiative to provide detailed guidance regarding th
  
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• Reliant Parking Unveils 24/7 Customer Support

  23-04-2021 14:16 via tmcnet.com
  
  In an effort to provide customers with support that adheres to any schedule, the company now offers 24/7 customer service for residential users.
  
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• Nearly two thirds of UK enterprises have invested in improving digital customer communications during the pandemic

  21-04-2021 12:15
  
  But over half believe their short-term fixes won’t be fit for the long term Crawley, UK, April 21, 2021 – With most people locked down and relying on digital communications during the pandemic, around two thirds (64 per cent) of UK IT leaders questioned in a new survey reveal that their organization has made technology changes to improve digital interaction with customers. The same number of respondents (64 per cent) have made changes to handle...Source: RealWire
  
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• Study Finds Two Out of Three Call Centers Lack Multichannel Integration

  19-04-2021 15:46 via tmcnet.com
  
  Digital communication channels, including SMS (text message), email and web chat, now play a central role in what's called the "omnichannel customer journey." They also help to expand customer self-service options - so customers can answer their own questions -- and enable contact centers to handle high volumes of support tickets with limited agent capacity. Today, putting these digital channels in place is easier than ever with integrated, cloud-based solutions that allow all customer support t
  
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• Vonage Unveils Visual Engagement Features for Contact Center

  15-04-2021 18:19 via tmcnet.com
  
  Cloud communications provider Vonage has announced the release of a new range of features included in the company's popular contact center solution.
  
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• Bright Pattern Helps US Vaccine Distributors Rapidly Deploy Call Centers

  06-04-2021 18:47 via tmcnet.com
  Contact Center software provider Bright Pattern was able to quickly install a new vaccination hotline in less than a single day.
  
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• Texas County Winds Down COVID-19 Vaccine Call Center

  05-04-2021 13:57 via tmcnet.com
  
  As the vaccine rollout continues and the infrastructure to register citizens - including self-service - has increased, some COVID call centers have begun shutting down. In Fannin County, Texas, officials announced they will be closing the specially set up call center put in place earlier this year to help with vaccine registrations.
  
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• Minneapolis Prepares for Derek Chauvin Trial with New Communications Equipment

  26-03-2021 14:28 via tmcnet.com
  
  The Minneapolis government is boosting emergency call center operations to prepare for the upcoming Derek Chauvin trial.
  
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• Baltimore College Upgrades Call Center for COVID19 Vaccination Scheduling

  26-03-2021 14:21 via tmcnet.com
  
  Coppin State University has announced a new call center will enable eligible vaccine candidates to schedule appointments over the phone.
  
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• Zylpha Appoints Rachel Kitson To Drive Technical Sales

  23-03-2021 10:12
  
  Leading legal systems innovator Zylpha (www.zylpha.com) has appointed Rachel Kitson as Technical Sales Consultant for its ‘Pay As You Go’ document bundling system. Since it’s launch, the market leading technology has brought professional document bundling within the reach of all law firms regardless of their size. Previously Rachel, a Physics graduate and fluent Welsh speaker, worked in a number of senior sales positions, most recently in Construction. In her new role, Rachel w
  
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• USU Teams up with NICE inContact as a DEVone Partner for Knowledge Management

  18-03-2021 11:46
  
  USU Knowledge Management now integrates with cloud contact center software leader NICE inContact Boston, March 18, 2021 - USU, a leading provider of business knowledge management solutions, announces a DEVone ecosystem partnership agreement with NICE inContact, industry leader of cloud contact center software. The partnership will deliver NICE inContact CXone – the world’s #1 native cloud contact center platform – and USU Knowledge Management to thousands of customer service or
  
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• MaxContact integrates award-winning speech analytics to help businesses improve customer experience and reduce churn

  17-03-2021 11:07
  Contact centre solution provider partners with Avoira to add emotion-detecting software to comprehensive feature set London, UK, 17th March 2021: Manchester-based Contact Centre software company MaxContact has partnered with Avoira to integrate powerful speech analytics into its industry-leading contact centre solution. The deal sees MaxContact adopting Avoira’s award-winning voice analytics solution, Xdroid, to help businesses create more satisfying customer experiences. Avoira’s sp
  
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• COVID-19 Pandemic Supercharges Growth of Cloud Contact Center Applications Market

  16-03-2021 15:02 via tmcnet.com
  
  The global cloud contact center applications market was already on fire, and then the pandemic happened. According to a study compiled by Nemertes Research, about 59 percent of contact centers around the world allowed at least some of their staff work from a home office prior to COVID-19. Once the pandemic hit, that rose to 74.1 percent as lockdowns and quarantines meant companies needed to close some offices and instead build up virtual call centers.
  
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• Bluebird's Outsourced E-Bundling Takes Off With Zylpha

  16-03-2021 10:30
  
  Leading legal outsource company, Bluebird Support Services, has chosen Zylpha (www.zylpha.com) software for its e-bundling service to clients. Alongside the company’s secretarial and administrative services, the demand for outsource e-bundling facilities has grown exponentially - as more practice staff work from home and as more courts accept electronic files. The Bluebird service is also ideal for busy practices or for those where a rapid turnaround is essential. Zylpha was chosen as it i
  
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• Report Finds Consumers Turning to Call Centers for Human Connection During Pandemic

  15-03-2021 16:23 via tmcnet.com
  
  According to the results of a study conducted by Genesys, evidence shows that feelings of human connection have dropped significantly in the last year.
  
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• Arizona Call Center Worker on Life Support After 15-Hour Shift

  11-03-2021 18:26 via tmcnet.com
  
  While widespread vaccinations across the U.S. are bringing some hope that the end of the pandemic is near, Americans are stressed, depressed and uncertain. While deserved recognition has been laid at the feet of essential workers such as healthcare professionals, police and emergency personnel and grocery store workers, another group has been suffering and receiving less recognition: call center workers.
  
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• Chicago's New United Center Aims to Administer 6,000 COVID-19 Vaccinations Each Day

  09-03-2021 18:23 via tmcnet.com
  
  The new United Center COVID-19 mass vaccination site in Chicago, the largest facility in the state, has expanded call center operations to make appointment scheduling easier. The site expects to administer 6,000 vaccinations per day.
  
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• New Jersey to Increase Workers at COVID-19 Vaccine Call Center

  03-03-2021 14:02 via tmcnet.com
  
  Across the country, the rollout of COVID-19 vaccines has been uneven. Some states, such as Connecticut and West Virginia, have been doing a top-notch job. Other states are still racing to catch up, and experiencing heavy delays at call centers set up to address vaccine concerns.
  
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• Texas Call Center Failures Lead to Frustrated and Hungry Families After Storm

  02-03-2021 18:15 via tmcnet.com
  
  Texas residents have complained of problems when trying to reach the state's 2-1-1 call center after the recent historic winter storm. The call center, which helps connect residents with food assistance and other benefits, has experienced technical issues with an unprecedented number of people tried to call in after the storm.
  
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• Pennsylvania's Delaware County Partners with Outsourcer to Ramp Up COVID Call Center

  26-02-2021 13:29 via tmcnet.com
  
  Delaware County Council unanimously approved a $692,347.60 contract with Helpware Inc. to provide temporary staffing and services to expand the county's COVID-19 Vaccine Call Center beginning March 1. This expense will be funded through the county's Coronavirus Aid, Relief and Economic Security Act allocation.
  
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• Gigafast questions - confused by callcenter :: Vodafone - thinkbroadband.com

  23-02-2021 17:51 via forums.thinkbroadband.com
  Gigafast questions - confused by callcenter :: Vodafone  thinkbroadband.com
  
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• Gigafast questions - confused by callcenter :: Vodafone :: think broadband - thinkbroadband.com

  23-02-2021 17:51 via forums.thinkbroadband.com
  Gigafast questions - confused by callcenter :: Vodafone :: think broadband  thinkbroadband.com
  
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• AI Firm Receives $75 Million for Personalized Financial Services

  18-02-2021 15:47 via tmcnet.com
  
  Personetics has secured new investment funds that hope to expand the company's personalization software across the financial industry.
  
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• ASC to Showcase Workforce Optimization Solutions at Mitel Next 2021

  17-02-2021 10:49
  
  Mitel Interaction Recording, Quality Management & Speech Analytics powered by ASC Hösbach, February 17, 2021 – ASC Technologies AG is a Premier Sponsor at the Mitel Next 2021 event which takes place on 22nd to 25th of February. Mitel partners with ASC to deliver enterprise grade recording and WFO for its customers worldwide. At Mitel Next 2021, ASC will showcase its Interaction Recording, Quality Management, Coaching & Learning and Speech Analytics solutions. Mitel WFO powered
  
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• Austin Adds Mental Health Services to 911 Options

  11-02-2021 14:51 via tmcnet.com
  
  The city of Austin,TX has added a separate line for emergency calls specifically for mental health services.
  
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• Miranda Evans Appointed As Marketing Manager For Zylpha's 'Pay As You Bundle' Software

  10-02-2021 10:39
  
  Zylpha (www.zylpha.com) has appointed Miranda Evans as Marketing Manager for its widely acclaimed ‘Pay As You Go’ document bundling software. The move reflects the software’s recent sales success as the market leading choice for law firms and practices of all sizes, including: Dovaston Law, Bell Lamb & Johnson, Joanna Connolly Solicitors, Mulcahy Smith and Allard Bailey Family Law. In her new role, Miranda will seek to build upon this success through a broad range of...Sour
  
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• Talkbots by Wiz.AI Allow Hyper-Personalized Automated Conversations

  05-02-2021 18:58 via tmcnet.com
  
  New software created by Wiz.AI allows artificial intelligence to adapt to the specific needs of each caller for improved customer care.
  
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• ASC Obtains Microsoft Teams Certification for Compliance Recording

  05-02-2021 12:01
  
  Legally compliant recording in Teams - just one click away Hösbach, February 5, 2020 – The German software company ASC Technologies AG today announced that its app for compliance recording, ASC Recording Insights, has obtained the Microsoft Teams certification. The Teams-integrated app captures communication and saves it in Microsoft Azure to satisfy legal compliance stipulations of MiFID II, Dodd-Frank or HIPAA. A large number of customers from the financial services industry have al
  
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• Massachusetts Pushes for New Call Center to Manage Vaccine Inquiries

  04-02-2021 13:34 via tmcnet.com
  
  Representatives of Massachusetts are taking action to provide a call center for COVID19 vaccination requests, as issues continue to plague the state-run web portal.
  
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• Onicorn chooses WorkGenda to boost efficiency in the Turkish call center market

  03-02-2021 10:00
  
  ISTANBUL, TURKEY – Solution provider Onicorn has selected WorkGenda, a next-generation SaaS Workforce Management Optimization solution, for improving efficiency in the Turkish call center market. WorkGenda enables call center companies to optimize and automate their Workforce Management processes by using advanced algorithms and embedded AI technology. The solution provides full support for all steps of the Workforce Management process, forecasting with AI technology, capacity management,
  
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• Limitless Announces $10m Series B, adds Genesys as Investor and Technology Partner

  02-02-2021 11:00
  
  UK GigCX platform innovator Limitless continues global expansion and accelerates CX transformation with Genesys Cloud integration and new investment led by Redline Capital February 2, 2021: London, UK - Limitless, the AI-driven gig customer experience platform, today announced it has raised $10 million in financing. The Series B investment is led by Redline Capital and features new investment from Genesys, as well as continued participation from AlbionVC and Unilever Ventures. The financing roun
  
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• The Bumpy Road to Digital: 75% of Telcos Increase Digital Transformation Investments in 2021 but 3 out of 4 still Rely on Stores and Call Centers for Revenues

  28-01-2021 11:55
  
  For >70% telcos, stores and call-centres are still the dominant distribution channels Almost one third have no digital roadmap – three in four have no set KPIs Pandemic accelerates digitalization: operators increase digital spending, aiming for cost reduction, improved customer experience and revenue growth London, Jan 28 2021 - 75 percent of telecommunications (telco) operators are increasing their digital transformation investments following the unprecedented connectivity demand a
  
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• MaxContact ramps up growth plans after private equity investment and lockdown success

  26-01-2021 16:34
  Contact Centre as a Service (CCaaS) provider appoints new chairman to oversee accelerated growth strategy Manchester, UK, 26th January 2021: Contact centre software company MaxContact has announced plans to more than double in size in the next three years after receiving significant private equity investment and appointing its first non-executive chairman. The Manchester-based business is working with specialist Software as a Service (SaaS) growth partner FPE Capital to accelerate its product de
  
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• State of Nebraska Chooses Lumen for Next Generation Emergency Call Center Operations

  26-01-2021 15:41 via tmcnet.com
  
  The State of Nebraska recently announced that it has chosen Lumen to help it transition to a next generation 911 platform using the company's emergency service network, IP-based software, applications and call routing services.
  
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• Zylpha Survey: Electronic Document Bundling Helps Practices To Mitigate The Business Impact Of ‘Working From Home’ In A Pandemic

  26-01-2021 12:37
  
  Zylpha’s annual ‘legaltech’ survey has revealed that in supporting practice staff’s ability to work from home continuously, Legal Document Bundling technology has helped many law firms to follow government WFH (Work From Home) guidelines. In doing so, it has enabled practices to mitigate much of the business impact of the pandemic. The survey which was based on a user sample from 23 UK legal practices revealed that 78% of those questioned felt that Covid-19 has...Source:
  
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• Vaccine Demand Forces Mendocino County to Expand Call Center

  25-01-2021 13:48 via tmcnet.com
  
  High demand for the COVID19 vaccine is forcing a California county to expand its call center resources.
  
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• United Power Turns to Bright Pattern for Cloud Contact Center Upgrade

  22-01-2021 14:21 via tmcnet.com
  
  Electricity provider United Power has announced that Bright Pattern's Omni QM will now help run the company contact center operations.
  
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• State of Customer Service Experience 2020 Results Revealed

  22-01-2021 14:10 via tmcnet.com
  
  The Northridge Group released the report "State of Customer Service Experience 2020," highlighting where firms are missing the mark on CX.
  
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• Leading Galway Family Law Solicitor Chooses Zylpha For Document Bundling

  19-01-2021 12:07
  
  Galway based Manifold Solicitors has chosen market leading bundling software from Zylpha (www.zylpha.com). The practice will use the software in conjunction with its LEAP case management systems. By using Zylpha, the time taken to produce document bundles is reduced by up to 80%, enabling more time to be spent with clients. Manifold Solicitors practices family law exclusively, offering a comprehensive service based on its very particular skill set and focus. High quality client care is...Source:
  
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• Companies Use Analytics Technologies to Make Staffing Decisions During COVID-19

  15-01-2021 17:06 via tmcnet.com
  
  Call centers are used to tracking and reporting. It's the way they measure performance metrics, identify problems and make plans for additional resources. One of the newest things many call centers are tracking, however, is COVID-19 infections and quarantines.
  
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• Detroit Gets Massive Call Influx for Vaccine Distribution

  15-01-2021 11:54 via tmcnet.com
  
  News of vaccine availability in Detroit has caused a massive wave of callers, and call centers are struggling to keep up with the surge.
  
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• Zylpha Launches Latest Pay As You Bundle Version In Recognition of Its First 250 LEAP Customers

  12-01-2021 12:38
  
  Zylpha (www.zylpha.com) has announced a significant new version of its widely acclaimed ‘Pay As You Go’ integration for LEAP’s practice management software (www.leap.co.uk). This new version builds on the success of Zylpha’s original LEAP integration, which has already secured 250 users including: Dovaston Law, Bell Lamb & Johnson, Joanna Connolly Solicitors and Mulcahy Smith. With Zylpha’s prices now starting at just £45 per bundle, legal document bundlin
  
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• Call Centers Play Powerful Role in COVID-19 Contact Tracing

  30-12-2020 11:55 via tmcnet.com
  
  2020 has brought us many things, including awareness of a stressful job called "contract tracer." In the realm of public health, contact tracing is the process of identification of persons who may have come into contact with an infected person and subsequent collection of further information about these contacts.
  
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• Artificial Intelligence Allows Personalized Coaching for Customer Service

  28-12-2020 16:31 via tmcnet.com
  
  Cresta has released a new AI system that allows customer service representatives to get personalized lessons that help improve relationships with customers.
  
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