10/03/2010
NICE Systems has deployed call centre technology to help improve service levels offered by American Airlines, it has been reported.
10/03/2010
Altitude Software has been positioned in Gartner's Magic Quadrant for Contact Centre Infrastructure, it has been announced.
09/03/2010
Voice-over Internet Protocol (VoIP) technology will eventually become the communications norm for all businesses, it has been suggested.
09/03/2010
Accord and Ashram housing associations have invested in new communications infrastructures in order to improve customer service levels.
08/03/2010
Sales agents require suitable desktop technology if they are to be as productive as possible, one expert has suggested.
05/03/2010
NICE Systems has launched a new methodology for improving collaboration between businesses and consumers via phone, email, chat, and social media.
04/03/2010
International energy provider Scottish Power has attempted to improve customer service levels by deploying a new queue-management solution.
04/03/2010
The Three Rivers Federal Credit Union (TRFCU) has invested in new workforce management technology, it has been announced.
03/03/2010
Gas and electricity metering solutions provider OnStream has deployed workforce management technology in a bid to improve employee productivity.
03/03/2010
Telemarketing company Smart has invested in new call centre technology to help it move to a new virtual contact centre model.
02/03/2010
Business telecommunications giant Avaya has launched a new range of call centre technology solutions targeted specifically at healthcare providers.
01/03/2010
A number of factors are set to contribute to an increase in the rate of growth within the Voice-over Internet Protocol (VoIP) market, it has been suggested.
01/03/2010
AllPoints Food Service Parts & Supplies has invested in call centre technology to improve its customer services operation.
26/02/2010
Businesses will continue to invest in call centre technology as the year progresses, it has been reported.
25/02/2010
The number of people subscribing to Voice-over Internet Protocol (VoIP) systems rose by 15 per cent last year, a new study has indicated.
24/02/2010
Ashford Borough Council Local Authority has invested in a virtualised voice infrastructure in a bid to improve service levels.
24/02/2010
Voice-over Internet Protocol (VoIP) technology could be almost standard among businesses by the end of the decade, it has been predicted.
23/02/2010
Contact centres should attempt to make response times as fast as possible as they aim to improve customer service levels, it has been claimed.
22/02/2010
Australian Unity has announced plans to invest in customer relationship management (CRM) and workflow solutions.
16/02/2010
UK businesses will continue to adopt Voice-over Internet Protocol (VoIP) solutions over the next few years, it has been suggested.
15/02/2010
It is more important than ever that UK businesses have well-formed green strategies, according to one expert.
15/02/2010
Severn Trent Water is implementing a document and data archiving strategy as it invests in a new enterprise resource planning system.
12/02/2010
Cheshire Building Society has invested in a new telephony infrastructure in a bid to improve customer service levels and make efficiencies.
11/02/2010
Traditional customer relationship management (CRM) solutions are holding many companies back as they aim to improve service levels, it has been reported.
11/02/2010
CCT partner Avaya has supplied call centre technology to the Vancouver Organising Committee for the 2010 Olympic and Paralympic Winter Games.
10/02/2010
SMC Pneumatics UK has invested in new unified communications solution in a bid to create efficiencies and enable more collaborative working between employees.
09/02/2010
Enterprise communications giant Avaya has received a 2009 Product of the Year Award from Technology Marketing Corporation's Customer Interaction Solutions magazine.
08/02/2010
Business networking giant Cisco has reported profits of $1.9 billion (£1.2 billion) for the November to January quarter.
08/02/2010
Quality management technology has become an essential tool in the customer contact centre, it has been reported.
05/02/2010
The Bank of Beijing Co has deployed a new unified communications solution in a bid to improve its customer service operations.
05/02/2010
Employment benefits specialist Unum has invested in a new IP communications software suite, it has been announced.
04/02/2010
NICE Systems has received the Avaya Certification Award for its NICE Perform 3.2 product, it has been revealed.
03/02/2010
Altitude's IP Contact Centre solution has received a Best of Show Award, it has been announced.
03/02/2010
The Australian Bureau of Statistics (ABS) has invested in new call centre technology systems ahead of the 2011 census.
02/02/2010
The business communications sector will see continued innovation over the next ten years, it has been suggested.
02/02/2010
A US university has invested in Cisco technology to improve the learning options available to students, especially those with physical disabilities.
02/02/2010
Contact centres must adopt multichannel communication strategies in order to meet the expectations of young people, it has been suggested.
01/02/2010
UK firms are continuing to invest in customer relationship management (CRM) solutions, it has been reported.
01/02/2010
International energy firm JGC Corporation is investing in new IP unified communications technology, it has been revealed.
29/01/2010
Cisco has announced plans to launch of the second I-Prize contest, an open global innovation competition.
29/01/2010
Drinks distributor Mountain Glacier has invested in call centre technology to improve its inbound, outbound and multimedia capabilities.
29/01/2010
Premier League title-chasers Arsenal FC have also been scoring goals off the field courtesy of a new telephony infrastructure, it has been reported.
28/01/2010
Despite the recession, 2009 proved to be a good year for the contact centre workforce optimisation (WFO) market.
27/01/2010
Investing in Avayacall centre technology has enabled a commercial textile company to achieve a 50 per cent drop in maintenance costs, it has been reported.
27/01/2010
Altitude Software has been selected to provide call centre technology for the National Belgian Railway, it has been reported.
26/01/2010
Commercial real estate firm Mercer Oak Realty has invested in a new customer relationship management (CRM) system, it has been reported.
26/01/2010
Avaya is to adopt the current roadmap of Nortel Enterprise Solutions (NES) data products in its entirety.
26/01/2010
The London Borough of Brent has deployed call centre technology in a bid to better manage and record calls.
25/01/2010
Pharmacy firm A-Med Health Care has seen cost savings and improved customer service since the deployment of IP communications technology.
25/01/2010
US wireless solutions provider Cincinnati Bell has deployed NICE Systems' call centre technology in a bid to improve customer retention rates.
25/01/2010
Avaya has announced plans to converge the BCM, Norstar, PARTNER and Integral 5 call centre technology solutions with its IP Office product.
22/01/2010
Altitude Software has unveiled a new call centre technology application designed to ensure business continuity within the customer contact environment.
22/01/2010
Avaya Aura will be positioned at the heart of the firm's contact centre portfolio as it implements its roadmap for the future.
21/01/2010
Avaya's roadmap will help customers move forward, making the most of their call centre technology investments, the firm claims.
21/01/2010
CCT partner Teleopti has remained profitable despite the recession, it has been reported.
20/01/2010
Leading web media firm Internet Brands has invested in a new virtual contact centre suite, it has been revealed.
20/01/2010
Avaya has outlined its roadmap for the future, explaining how products and services offered by the recently-acquired Nortel Enterprise Solutions (NES) will be integrated with its existing offerings.
18/01/2010
Use of Voice-over Internet Protocol (VoIP) technology will increase among businesses as its benefits become more apparent.
14/01/2010
Customer contact operations which ignore Voice-over Internet Protocol (VoIP) technology could be missing out on significant savings, it has been suggested.
13/01/2010
A Scottish local government authority has invested in a new contact centre platform, it has been revealed.
13/01/2010
An Irish contact centre is benefiting from the use of NICE Systems' TotalView workforce management solution, it has been reported.
12/01/2010
The Lloyds Banking Group has invested in customer relationship management software, it has been revealed.
11/01/2010
Workforce management solutions are designed to help organisations ensure they have the right skills to meet particular demands within the business, it has been reported.
30/12/2009
Global Crossing has invested in an enhanced unified communications solution to improve its data storage capability.
22/12/2009
US bank BB&T has deployed NICE's SmartCenter suite in a bid to improve customer service levels, it has been announced.
22/12/2009
CCT partner Teleopti has continued its growth strategy by opening a new office in Paris.
21/12/2009
Northampton Borough Council has won the UK's Customer Service Excellence award after making a series of call centre technology investments.
21/12/2009
Businesses have continued to invest in inbound contact routing systems despite the recession, it has been reported.
17/12/2009
Melton Borough Council has managed to improve customer service levels using call centre technology, it has reported.
16/12/2009
A new study indicates that customer contact firms are increasingly moving towards multichannel communication setups.
16/12/2009
Canadian firm Dependable HomeTech (DHT) has invested in a workforce management solution in a bid to maximise the productivity of its customer contact staff.
16/12/2009
The Automobile Association (AA) has announced plans to invest in a new contact centre infrastructure designed to improve customer service levels.
15/12/2009
The VoIP equipment market is to benefit from continued business take-up of unified communications solutions, an analyst firm has claimed.
15/12/2009
The unified communications (UC) market expanded during the third quarter of this year, it has been reported.
15/12/2009
The Royal Agricultural Society of England (RASE) has made a new call centre technology deployment, investing in a unified communications solution.
11/12/2009
A local government office has deployed customer relationship management technology to improve its front-line service provision.
10/12/2009
Multi-channel analytics capability is a new feature of NICE SmartCenter's interaction analytics business solutions.
09/12/2009
The Canadian minister of industry has approved Avaya's acquisition of Nortel Enterprise Solutions under the Investment Canada Act, it has been announced.
08/12/2009
Two CCT partners are teaming up to deliver unified workforce management technology to businesses.
08/12/2009
Teleopti has made a call reporting function of its award-winning Telecom Expense Management application suite available for free download.
08/12/2009
Simplifying the agent desktop can help increase profitability while improving customer service levels, it has been suggested.
08/12/2009
Firms seeking a great return on investment (ROI) should invest in customer relationship management (CRM) technology, it has been claimed.
04/12/2009
Avaya call centre technology has been recognised in a new chart of the best solutions available on the market in 2009.
03/12/2009
Many firms may be underestimating the power of customer retention at the contact centre level, it has been suggested.
03/12/2009
Embracing technology can help companies retain loyal customers, one business leader has commented.
03/12/2009
Computers have become a ubiquitous communications tool, it has been suggested.
02/12/2009
Small companies can use technology to improve their business operations, it has been claimed.
02/12/2009
Automated call-back systems can be used to help limit customer frustrations, it has been suggested.
01/12/2009
Too many call centre agents have poor communication skills and are unable to deviate from written scripts, a new study has indicated.
01/12/2009
The global unified communications market is set to expand rapidly over the next few years, it has been suggested.
30/11/2009
City of Lincoln Council's flagship Innovation Centre, which opened this summer, has invested in new call centre technology.
27/11/2009
The ability to automate enquiries can provide benefits for customers and call centre staff, it has been claimed.
24/11/2009
Coach and rail carrier National Express has invested in a new anti-fraud solution for its company call centre.
20/11/2009
Barcelona City Hall has invested in call centre technology to develop a new SIP-enabled, multi-channel contact operation.
20/11/2009
The speech analytics market continues to grow at a rapid rate despite the global recession, a new study has indicated.
19/11/2009
The majority of people still prefer to contact companies by telephone for customer, billing or support enquiries, according to a new study.
18/11/2009
Avaya's proposed acquisition of Nortel Enterprise Solutions has received clearance under Canadian law.
18/11/2009
The Institute of Chartered Accountants in England and Wales (ICAEW) has invested in a new unified communications platform, it has announced.
17/11/2009
The National Bank of Kuwait (NBK) has announced plans to invest in new workforce management technology.
17/11/2009
A 20-site, 500-seat unified communications solution has been deployed by a local state authority in Australia.
13/11/2009
NICE Systems has won the Asia Pacific Frost & Sullivan Growth Strategy Leadership Award in the Call Monitoring Systems Market.
11/11/2009
Online retailer BuySeasons has implemented a new call routing solution to help direct customers to the most suitable agent.
10/11/2009
Collaboration tools can be used to avoid caller frustrations and improve the customer experience, it has been suggested.
10/11/2009
Cisco has introduced a new version of its unified communications platform, featuring innovations and enhancements designed to reduce user costs and increase operating efficiencies.
10/11/2009
The use of unified communications (UC) technology can add value to businesses, it has been reported.
09/11/2009
A major financial services provider is in the process of deploying a new workforce optimisation suite as it bids to consolidate its strong market position.
06/11/2009
An eagerness to cut costs means too many businesses are forgetting about providing a great customer experience, new research has shown.
04/11/2009
HomeServe has achieved total savings of over £5 million following the introduction of a new call centre technologyinfrastructure, it has been reported,
04/11/2009
Avaya has unveiled two new applications designed to address urgent business and customer service needs.
03/11/2009
North-American customer care provider The Results Companies claims to have derived great benefit from the deployment of Altitude Software call centre technology.
03/11/2009
Businesses can reduce costs and improve operational efficiency by upgrading their unified communications systems, one leading technology provider has claimed.
02/11/2009
A leading US communications service provider has chosen to deploy NICE Systems' IEX TotalView Workforce Management solution.
02/11/2009
MOT and car service specialist Nationwide Autocentres has implemented a call centre technology solution to help generate feedback.
28/10/2009
US satellite TV provider DIRECTV has extended its use of on-demand customer relationship management (CRM) software, it has announced.
28/10/2009
Aviva Australia has implemented a new business process management (BPM) solution across its national enterprise.
27/10/2009
It is becoming increasingly important for companies to provide an integrated cross-channel customer experience, according to one communications expert.
27/10/2009
Research consultancy Gartner has named NICE Systems as a leader in its Magic Quadrant for Workforce Optimisation (WFO).
26/10/2009
Companies which have embraced technology are suffering less as a result of the recession, according to new research.
23/10/2009
Contractor accounting firm Brookson has invested in call centre technology as it bids to attract new clients.
22/10/2009
A new customer experience study has highlighted the need for firms to invest in call centre technology to improve service levels.
21/10/2009
Retailers are increasingly recognising the potential of a multi-channel brand experience to deepen customer relationships and boost profits, it has been claimed.
21/10/2009
Businesses which use unified communications solutions can make decisions quicker and reduce the amount of time it takes to respond to enquiries, it has been claimed.
19/10/2009
Private client investment management firm Brewin Dolphin has invested in a new full-time recording solution, it has been reported.
19/10/2009
Contact centres are focusing on increasing customer satisfaction and reducing operating costs as the recession ensues, a new study has indicated.
16/10/2009
Communication managers should be using measurement tools to assess call centre productivity, it has been claimed.
14/10/2009
Altitude Software has announced the general availability of Skype for Asterisk built-in with its Altitude IP Contact Center solution.
13/10/2009
Global networking giant Cisco has expanded its developers programme for businesses and individuals that create network-based applications.
09/10/2009
Top performing organisations are increasingly turning to multiple service delivery channels to meet the needs of their customers.
09/10/2009
The adoption of advanced contact centre technology has made a huge difference to service levels at one local authority, it has been reported.
08/10/2009
UK energy giant British Gas has invested in a case-based reasoning application in a bid to increased first contact resolution and customer satisfaction rates.
08/10/2009
The London Borough of Richmond upon Thames has launched a new customer service quality initiative focused on improving its offering across all communication platforms.
07/10/2009
Contact centres that offer job flexibility, including shortened work weeks, can build employee loyalty and reduce staff attrition, it has been suggested.
07/10/2009
Call centres should focus on desktop integration as they work towards delivering customer contact strategies in ways that satisfy consumers, a new study has indicated.
05/10/2009
The need for both technical and people-based customer management solutions is increasing, the Call Centre Management Association (CCMA) has claimed.
02/10/2009
The Call Centre & Customer Management Expo 2009 has been hailed as a great success.
02/10/2009
Independent mobile retailer Phones 4U has invested in new technology to develop its sales-driven online campaigns, it has announced.
02/10/2009
Clean energy technologies are to have access to an extra £20 million of government funding, it has been announced.
29/09/2009
CCT partner Cisco has announced plans to encourage the adoption of low carbon call centre technology.
29/09/2009
Avaya has launched a new version of Avaya IP Office, the company's flagship communications solution for small and medium-sized enterprises (SMEs).
28/09/2009
Some businesses are relying too much on the internet as part of their customer contact strategy, forgetting about the value of human interaction, it has been suggested.
24/09/2009
Workforce management solutions provider Teleopti has joined the Cisco Technology Developer Programme.
24/09/2009
Two-time Contact Centre Solution of the Year winner CCT has received a further nomination for the prestigious award.
18/09/2009
An unnamed international bank has placed a multi-million pound order with NICE Systems as it seeks to standardise its telephony infrastructure around the world.
18/09/2009
Japan Airlines, Asia's largest air carrier, has invested in new IP telephony and call centre technology solutions in a bid to improve its customer contact strategy, it has announced.
17/09/2009
CCT partner Avaya has been ranked as the market leader in the fixed-mobile convergence (FMC) sector, according to a research consultancy.
17/09/2009
VoIP is now firmly established as a quality communications platform for businesses, one call centre technology commentator has reported.
16/09/2009
Small businesses are to benefit from the advent of next generation broadband, according to CCT partner firm Cisco.
15/09/2009
Home working is more viable than ever as a result of IT developments, it has been suggested.
11/09/2009
Cherokee Nation Entertainment (CNE) has announced plans to further invest in internet protocol technology supplied by NICE Systems.
11/09/2009
CCT partner Avaya has been placed in Gartner's Magic Quadrant for Unified Communications, recognising its achievements in the area.
11/09/2009
While digital telephony remains capable of delivering consistent and stable communications to the customer contact industry, the technology is now outmoded in the context of more recent innovations, it has been claimed.
10/09/2009
Communication services provider Rococo Investments is to use Cisco technology to revamp its telephony infrastructure, it has announced.
10/09/2009
Internet Protocol (IP) contact centres take advantage of web-based working opportunities to improve customer service and reduce business costs, it has been suggested.
09/09/2009
New call centre technology can allow agents to work from home flexibly without negatively impacting upon customer experience or their employers' contact strategies, it has been reported.
08/09/2009
Fulfillment Technologies (FillTek) has invested in call centre technology for conferencing, domestic toll-free services and enhanced call routing and management, it has been announced.
07/09/2009
Contact centres and other businesses can use unified communications technology (UC) to save office space and reduce costs, it has been suggested.
04/09/2009
Receivable management firm Protocol Recovery Service has moved to hosted dialing in a bid to overcome the constraints of its legacy call centre technology.
03/09/2009
North Bristol NHS Trust is using call centre technology to overhaul its telecommunications services, placing customer contact at the centre of its strategy for effective patient care delivery.
03/09/2009
Knight Transportation, a truckload carrier offering dry van, refrigerated, drayage and brokerage services, has become the latest to invest in the Cisco Unified Contact Centre Enterprise (UCCE).
02/09/2009
Reporting technology can help call centres translate behaviour and trends analysis into revenue, it has been suggested.
02/09/2009
Australia's second largest credit union, Teachers Credit Union, has invested in unified communications technology in a bid to reduce costs and improve service levels.
01/09/2009
Despite the various challenges they face, call centre executives and communication managers must make sufficient time to keep up to date with the latest developments in the contact sector, it has been suggested.
28/08/2009
While firms appear to have succeeded in reducing staff attrition and experienced few difficulties recruiting over the past year, they have suffered from budget constraints and change management demands, a study has indicated.
28/08/2009
Firms operating within the communications sector are likely to increase their use of call centre technology over the coming months and years, an expert has predicted.
27/08/2009
A greater number of call centres may be investing in Voice-over Internet Protocol (VoIP) telephony infrastructures, but many are yet to maximise the value of the communications tool, it has been suggested.
27/08/2009
A failure to invest in the latest call centre technology may be holding many call and contact centres back, it has been suggested.
25/08/2009
Global insight from Interactions solutions provider Nice Systems has won a major contract with an unnamed Israeli government agency, it has announced.
25/08/2009
CCT partner Teleopti has reported 20 per cent growth in the number of orders taken during the first six months of 2009, despite the economic downturn.
25/08/2009
Global drinks company Foster's Group has deployed Cisco collaboration and unified communications technology in a bid to increase productivity and drive operating efficiencies.
24/08/2009
Smaller companies are increasingly making the move over to Voice-over Internet Protocol (VoIP) telephony, it has been claimed.
24/08/2009
Unified communications (UC) can be used to extend enhanced contact capabilities to mobile users, it has been claimed.
21/08/2009
Greater use of desktop integration technology is needed to enable call agents to work more productively, it has been suggested.
21/08/2009
Oxford City Council has used an enterprise case management (ECM) system to bolster front and back-office integration across its housing, workforce scheduling and repairs booking systems.
21/08/2009
Firms should view customer relationship management (CRM) as an investment rather than a cost if they wish to encourage brand loyalty, one expert has suggested.
20/08/2009
Greater innovation is needed in the contact centre industry as the global economy begins to recover, it has been suggested.
20/08/2009
Firms in the travel sector are losing millions per year due to transaction failures brought about by increasingly complex IT systems, it has been reported.
19/08/2009
Energy group E.ON is extending its use of workforce management technology for agent scheduling purposes within its contact centre.
18/08/2009
South Ayrshire Council has deployed an Enterprise Case Management (ECM) solution in a bid to achieve the dual goals of increasing efficiency and improving customer service.
17/08/2009
The number of implementations in the contact centre surveying and feedback market grew by 18 per cent during the last year, according to DMG Consulting.
17/08/2009
Contact centre professionals will now be able to better understand the savings possible through the use of self-service technology and workforce management applications, courtesy of two online Return on Investment calculators.
13/08/2009
Switzerland-based insurance giant Allianz Suisse is now using workforce management technology to optimise the scheduling of 150 customer service centre agents.
13/08/2009
The profile of Voice-over Internet Protocol (VoIP) must be raised in order for more firms to recognise its benefits, it has been claimed.
12/08/2009
ACF Car Finance Limited has made further call centre technology investments in order to enhance the services it provides to customers.
12/08/2009
Online postage and shipping software solutions provider Stamps.com has deployed a new on-demand customer relationship management (CRM) solution to raise service levels, it has announced.
11/08/2009
Companies investing in unified communications (UC) solutions should follow a number of simple steps to ensure a successful deployment, it has been suggested.
11/08/2009
Online marketing firm Vistaprint has invested in a new customer relationship management (CRM) system to improve its service capabilities.
11/08/2009
Communication managers and other professionals working in the sector can keep up to date with the latest industry developments by visiting the Call Centre & Customer Management Expo at Birmingham's National Indoor Arena this autumn.
10/08/2009
Call recording can be used not only to ensure compliance with industry regulations, but also to help improve the customer contact offering, it has been reported.
07/08/2009
Access to next-generation broadband could drive further commercial investment in communications infrastructure and call centre technology, it has been suggested.
07/08/2009
Avaya's release of one-X Agent represents an attempt to provide the technology and infrastructure necessary to ensure customer service operations work smoothly in a virtual context, it has been claimed.
07/08/2009
Call Centre Technology partner Cisco continued to make a significant profit during the second quarter of 2009, despite the effects of the ongoing economic downturn.
06/08/2009
Online financial trading firm CMC Markets is investing in a global IP telephony communication hub, it has been reported.
05/08/2009
Remote working – facilitated by the latest technology solutions - can be used to ensure businesses are not severely affected by the swine flu pandemic, it has been claimed.
04/08/2009
Call Centre Technology partner firm NICE Systems recorded revenues of $140.5 million (£82.8 million) during the second quarter of 2009, up from $139.2 million in the first three months of the year.
04/08/2009
Call Centre Technology partner Altitude Software is making a new online tool available to help software users assess the benefits of Altitude uCI solutions, it has been announced.
03/08/2009
In order to deliver a high level of customer experience, contact centres must be able to define exactly what constitutes a quality interaction, it has been suggested.
03/08/2009
All contact centres must ensure they conduct call quality monitoring, it has been suggested.
03/08/2009
Independent global contact centre solutions vendor Altitude Software has announced the launch of its new Fast Return on Investment (ROI) initiative.
31/07/2009
A new study has highlighted the extent of growth witnessed in the European VoIP market during the last four years.
30/07/2009
Customer service technology can be used to provide call agents with the information they need to do their jobs properly and improve service levels, it has been suggested.
30/07/2009
VisitScotland, the nation's tourism agency, has significantly increased revenues since investing in a hosted customer analytics application, it has been reported.
29/07/2009
Large organisations are continuing to collaborate with systems integrators over unified communications (UC) technology deployments, it has been reported.
28/07/2009
An Avaya call centre has received the prestigious honour of being named the best customer service operation in Norway.
28/07/2009
Integrating call centre technology is crucial for organisations wanting to provide an excellent customer experience, it has been suggested.
24/07/2009
While contact centres have continued to use recording for traditional purposes, enterprise use is also increasing, it has been reported.
24/07/2009
The global workforce optimisation market grew by 14 per cent between 2007 and 2008, according to new research from DMG Consulting.
24/07/2009
The main reason contact centres invest in call centre technology is to improve customer service levels, it has been reported.
22/07/2009
Call Centre Technology partner Avaya has announced plans to purchase Nortel's enterprise solutions business for US$475 million (£291 million).
22/07/2009
Businesses should be preparing remote working contingency strategies to limit the risk of staff absenteeism affecting productivity, it has been suggested.
16/07/2009
Call Centre Technology partner firm Avaya has launched a new version of its powerful desktop application suite for customer service professionals.
15/07/2009
Tesco has improved its customer service offering by installing a customised contact centre reporting solution to extract key data from its established Cisco Unified Contact Centre infrastructure.
13/07/2009
Network and communication managers should be confident that VoIP installations will be a success, it has been suggested.
13/07/2009
A Call Centre Technology partner firm has been praised for developing a call recording solution which is accessible to small and medium-sized contact centres.
10/07/2009
NICE Systems has unveiled its latest Insight from Interactions solution, NICE Perform eXpress, which is designed to deliver cost-efficient call recording for regulatory compliance.
10/07/2009
Businesses can avoid making significant ITinfrastructure investments by embracing pay technology options, it has been suggested.
10/07/2009
The worst of the recession is now over, the British Chambers of Commerce (BCC) has claimed.
08/07/2009
Businesses investing in customer relationship management (CRM) applications should seek feedback from other companies over particular products, it has been suggested.
07/07/2009
First call resolution rates have been raised to over 80 per cent at Chichester District Council following an extensive programme of customer service investment, it has been revealed.
06/07/2009
A Lancashire local government department has deployed new call centre technology in a bid to reduce avoidable contact and improve customer experience.
03/07/2009
New roaming rates will be a welcome change to British holidaymakers this summer, according to Mobile-Phones.co.uk.
02/07/2009
Voice-over Internet Protocol (VoIP) conference phones are the newest innovations in the business telephony industry, it has been reported.
01/07/2009
International telecom expense and workforce management firm Teleopti has bucked the trend of the economic downturn by reporting an increase in orders.
01/07/2009
Global insight from interactions provider NICE Systems – a partner of Call Centre Technology – has had its leadership position in the 2009 contact centre analytics market recognised.
29/06/2009
Avaya call centre technology is helping businesses to "unleash powerful new opportunities", it has been claimed.
25/06/2009
A United Arab Emirates-based outsourcing firm has decided to upgrade its Avaya Call Centre system to a newer model.
23/06/2009
Larger businesses – potentially including call centres - are increasingly using open source customer relationship management (CRM) software in the course of their work duties, it has been suggested.
19/06/2009
A firm which uses robots to assume the role of live customer agents is to open a sales and marketing centre in Newcastle this year, it has been reported.
18/06/2009
Irish bookmaker Paddy Power has reduced customer contact times by deploying customer interaction management tools, it says.
18/06/2009
Insight from Interactions solutions provider NICE Systems is making its Interaction Analytics solution available in managed service format in a bid to provide users with a quick return on investment and low total cost of ownership.
16/06/2009
A new fee could be introduced to support firms that would like their web connections boosted to support for Voice over Internet Protocol (VoIP) solutions.
16/06/2009
A Norwegian telecommunications firm that uses Avaya call centre technology has won a major award for its client support.
16/06/2009
Virgin Games says it is offering an average customer email response time of less than five minutes thanks to the implementation of multimedia contact centre technology.
15/06/2009
Employees can work as efficiently and effectively from their homes as in the office, providing the necessary technology is in place, it has been claimed.
12/06/2009
The reasons that businesses commonly cite for taking up voiceover internet protocol (VoIP) technology are changing, according to an expert.
11/06/2009
New research from a leading networking company has revealed that global IP traffic is set to rise dramatically in the next few years.
08/06/2009
A leading networking firm has announced the launch of a new range of systems designed specifically for small businesses.
05/06/2009
Voice-over Internet Protocol (VoIP) telephony is becoming the most popular way for people to communicate with each other from the home and the workplace, one commentator has claimed.
04/06/2009
More than eight in ten organisations in the UK are concerned about their network performance but fail to act on it due to financial cutbacks, it has been suggested.
04/06/2009
Successful call centres should be dynamic, rounded and sufficiently equipped able to meet the varying demands of customers, employees and managers, it is claimed.
03/06/2009
The British Columbia Ambulance Service (BCAS) has chosen to deploy Nice Inform and other Nice Systems solutions to manage emergency communications, it has announced.
02/06/2009
Leading business communications applications, systems and services provider Avaya has acquired Agile Software NZ, the developer of the Avaya Contact Center Express solution.
28/05/2009
Leading business communications provider Avaya has announced a new program to attract Nortel resellers to its business partner program.
22/05/2009
A leading Belgian outsourcer is upgrading to NICE's integrated NICE SmartCenter solution at its six VoIP contact centres.
22/05/2009
Technology is set to play a key part in pulling the UK out of recession, according to the chief executive of Technology Means Business.
20/05/2009
Headsets play a vital role in shaping the experience shared between sales representatives and their customers, new research has indicated.
19/05/2009
Enterprise communications market leader Avaya has announced plans to target growth in the Asia Pacific region.
18/05/2009
Business communications firm Avaya has launched a new Media Phone solution that allows direct access to call and internet services through a large, colour touch screen.
11/05/2009
The Asia Pacific contact industry should continue to grow over the next five years, a new report has indicated.
08/05/2009
Technological innovations are allowing businesses to let their employees work remotely, it has been claimed.
01/05/2009
Altitude Software's new desktop integration solution has been made available to the global market, it has been announced.
30/04/2009
Telecommunications providers could see their main source of income damaged if access to Voice over Internet Protocol (VoIP) services becomes possible from smartphones, it has been claimed.
29/04/2009
The value of unified communications (UC) solutions can be increased by incorporating customer experience, a new study has indicated.
28/04/2009
Business communications systems, software and services provide Avaya has been recognised as a pioneer in its industry by a leading research firm.
28/04/2009
Sales of contact centre and enterprise performance management solutions continue to grow at a healthy rate despite the economic downturn, it has been reported.
23/04/2009
Altitude Software's Altitude Unified Desktop has been awarded a 2009 customer relationship management (CRM) excellence award.
23/04/2009
Nice Systems has launched a new session initiation protocol-based recording and enhanced virtualisation solution entitled Nice Perform 3.2.
23/04/2009
The government has announced plans to extend broadband coverage across the UK.
22/04/2009
Voice-over-Internet-Protocol (VoIP) telephony is likely to dominate the phone business of the future just as mobile handsets do at present, it has been claimed.
22/04/2009
An international air carrier has reduced its contact centre operating costs by 30 per cent after upgrading to the latest Avaya technology.
21/04/2009
Nice Systems will again use its Annual User Conference to focus on developing new strategies to drive value in contact centres, it has reported.
16/04/2009
Voice-over Internet Protocol (VoIP) has the potential to save businesses money on their telephony costs, it has been reported.
03/04/2009
Traditional telephony companies such as BT will remain active in the communications market even if internet protocol (IP) technology renders standard mobile calling redundant in the future, it has been claimed.
03/04/2009
Communications service providers now accept that internet protocol (IP) technology is here to stay where mobile technology is concerned.
03/04/2009
Plantronics has launched a range of unified communications (UC) wireless headsets.
02/04/2009
The technology industry should not be too negative about the drop in demand brought about by the recession, it has been claimed.
31/03/2009
Avaya has announced the release of it Aura solution, which it describes as "breakthrough architecture".
24/03/2009
The future of the Voice over Internet Protocol (VoIP) industry may lie in high-definition (HD) technology, it has been claimed.
23/03/2009
Workforce management solutions provider Teleopti has announced plans to partner with queue management firm Q-Matic.
18/03/2009
Cisco has announced plans for a $100 million (£71 million) global strategic initiative focused on small business networking and communications solutions.
16/03/2009
Many businesses in the UK could be losing out on custom due to a failure to invest in foreign language skills, it has been suggested.
13/03/2009
A new Egyptian contact centre service provider has enjoyed rapid business growth since its recent deployment of the Cisco Unified Contact Centre Enterprise solution.
12/03/2009
An MP has joined the campaign against the use of silent phone calls by outbound contact centres.
12/03/2009
Firms can benefit by implementing an interactive multi-channel communications strategy to more effectively reach consumers with relevant information, it has been claimed.