08/03/2010
The worldwide outbound dialing market was worth $440 million (£290 million) in 2008, a new report has indicated.
02/03/2010
NICE Systems saw revenues increase by 11 per cent during the final quarter of 2009, it has been reported.
15/02/2010
It is more important than ever that UK businesses have well-formed green strategies, according to one expert.
08/02/2010
Communication managers cannot afford to make business continuity anything other than a priority, it has been suggested.
05/02/2010
The Bank of Beijing Co has deployed a new unified communications solution in a bid to improve its customer service operations.
29/01/2010
Communication managers should ensure they offer guidance to limit workplace aches and pains, it has been suggested.
28/01/2010
Contact centres should inform the customer as quickly as possible if they realise an agent has provided incorrect advice, it has been claimed.
21/01/2010
CCT partner Teleopti has remained profitable despite the recession, it has been reported.
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
Just half of the UK workforce made it into the office on Tuesday January 5th as snow gripped the country, it has been reported.
24/12/2009
Business telecommunications firm Avaya has maintained a healthy balance sheet during the economic downturn, it has been claimed.
23/12/2009
Investment in technology has remained important in the small business sector during 2009, a new study indicates.
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
Business telecommunications firm Avaya has concluded its protracted takeover of Nortel Enterprise Solutions (NES).
18/12/2009
A new study has pointed to reduced staff attrition rates in the customer contact industry during 2009.
18/12/2009
A new study has highlighted the amount of money contact centres spend verifying personal information provided by the caller.
11/12/2009
Organisations need to consider the viral impact of poor customer experiences, it has been suggested.
10/12/2009
Inadequacies in the Student Loans Company (SLC) call centre were responsible for many university students failing to receive finance on time, it has been revealed.
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.
04/12/2009
The customer contact sector has been spared some of the worst effects of the recession, one industry expert has claimed.
03/12/2009
Consumers are more concerned about the levels of customer service offered by banking institutions than any financial rewards they may offer, a new study has indicated.
03/12/2009
Computers have become a ubiquitous communications tool, it has been suggested.
01/12/2009
The global unified communications market is set to expand rapidly over the next few years, it has been suggested.
24/11/2009
Coach and rail carrier National Express has invested in a new anti-fraud solution for its company call centre.
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.
13/11/2009
IT will be vital to businesses in cutting the energy consumption of their buildings, according to Cisco.
12/11/2009
Data quality management is increasingly important for firms working in the telecommunications sector, it has been claimed.
05/11/2009
Call and contact centres must place a greater focus on employee retention as the global economy begins to recover, it has been suggested.
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,
30/10/2009
High quality telemarketing can help firms buck the current recessionary trend and drive revenue, it has been claimed.
27/10/2009
A third of UK organisations have cut customer service training this year, according to a new study.
23/10/2009
Companies which make silent calls risk seeing harm done to their reputations, it has been suggested.
23/10/2009
Call centres which cause nuisance and distress to consumers through silent and abandoned calls could face fines of up to £2 million under new government plans.
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
The majority of UK call centres are failing to adhere to industry guidelines on the safe storage of credit card data, it has been reported.
08/10/2009
A new study has indicated that customers are increasingly carrying out online transactions as a result of the economic climate, meaning firms must pay closer attention to their web services.
06/10/2009
Outbound call centres can use intelligent voice messaging technology to adhere to Ofcom rules regarding silent calls, it has been suggested.
02/10/2009
Clean energy technologies are to have access to an extra £20 million of government funding, it has been announced.
25/09/2009
Firms wishing to reduce staff attrition should make sure they arrange a Christmas party for their staff despite the recession, a new study has suggested.
18/09/2009
Avaya has received court permission to press ahead with its purchase of Nortel's Enterprise Solutions business in North America, the Caribbean and Latin America and Asia.
16/09/2009
Call centres should be attempting to limit avoidable customer contact as they bid to improve efficiency and save both time and money, it has been suggested.
15/09/2009
Nortel's global enterprise and government solutions businesses are to be sold to CCT partner Avaya after the firm agreed to pay $900 million (£542 million) for the ownership rights.
09/09/2009
Employees are "the absolute key" to the success of businesses, meaning it is vital to reduce staff attrition where possible, it has been claimed.
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.
07/09/2009
Taxpayers' money is being wasted at present by overstaffed national swine flu helplines, one national newspaper has claimed.
07/09/2009
Call centres which use consumer data as part of their customer contact strategy and other firms should ensure they maintain the quality of the information they use, it has been claimed.
03/09/2009
NICE Systems and its partner Actimize have agreed to take over financial crime prevention software solutions firm Fortent.
01/09/2009
The cost of hiring employees to take inbound calls can be avoided by outsourcing customer contact responsibilities, 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
Communication managers may be able to reduce staff attrition if they can reassure call centre staff that their jobs are safe, a new study has indicated.
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.
11/08/2009
Insurance firm RIAS has been recognised for its customer service excellence at two prestigious industry award events.
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.
05/08/2009
Call centres must continue to take steps to reduce staff attrition if they wish to increase their bottom-line margins, one employment expert has suggested.
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
Independent global contact centre solutions vendor Altitude Software has announced the launch of its new Fast Return on Investment (ROI) initiative.
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.
27/07/2009
An asset management company has successfully deployed interactive voice response (IVR) technology to boost customer service levels, it has been reported.
23/07/2009
Call centres can make significant savings by researching the market and switching telecoms providers, according to one communication manager.
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.
15/07/2009
Outsourcers usually outperform in-house contact centres, with average speed to answer being 26 per cent lower and non-talk time ten per cent lower in outsourcing operations, a new report indicates.
14/07/2009
International networking firm Cisco has been appointed as a strategic technology advisor to the Moroccan government.
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.
07/07/2009
Companies can embrace green IT while reducing costs, one commentator has claimed.
06/07/2009
Increased levels of information and awareness, and a drastic improvement in how they share knowledge is needed if public sector organisations are to meet carbon reduction targets, it has been claimed.
03/07/2009
New roaming rates will be a welcome change to British holidaymakers this summer, according to Mobile-Phones.co.uk.
30/06/2009
Call centre employees have been instructed to make sure they take regular breaks away form their workstation in a bid to reduce stress levels.
29/06/2009
The government needs to take action over the issue of silent calls, according to one Member of Parliament.
26/06/2009
Using outsourcing can allow businesses to concentrate on core areas of their business, it has been proposed.
25/06/2009
Employer-led attempts to reduce staff attrition must begin in the recruitment process, it has been suggested.
24/06/2009
Avaya's unified communications (UC) solution has been certified for its security capabilities through the Common Criteria for IT Security Evaluation.
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.
22/06/2009
The wide breadth of topics covered by Lord Carter's Digital Britain report may have held it back from developing the UK communications sector, it has been suggested.
19/06/2009
North American businesses are set to continue investing in self-service technology as the recession ensues, it has been claimed.
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.
05/06/2009
Police in Scotland have warned banking consumers that a gang of scammers has been seeking to obtain personal financial information over the telephone.
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.
05/06/2009
Many call centres are turning to shared service overflows to meet the often-conflicting needs of customer service improvement and cost reduction, it has been claimed.
03/06/2009
An international air carrier has installed interactive voice response (IVR) technology to help improve customer service levels, it has been reported.
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.
29/05/2009
Companies, public sector bodies and call centre outsourcers are all considering the business benefits of employing home-based customer service and support agents, one industry expert has proposed.
29/05/2009
Businesses have been reminded of the need to adhere to outbound and proactive call regulations by a leading industry figure.
28/05/2009
Six debt management businesses and four cold-calling companies have been ordered to stop using unsolicited and misleading calls to advertise their services.
27/05/2009
Cisco is responding to the economic downturn by offering a helping hand to channel partners facing mounting financial concerns.
27/05/2009
Firms wishing to retain their most talented employees must continue to provide training as the recession ensues, it has been claimed.
22/05/2009
Businesses should consider whether they are getting value for money out of workplace space, it has been suggested.
22/05/2009
Ofcom has accredited a price comparison service that allows consumers to get cheaper mobile phone deals by monitoring their online bills.
20/05/2009
A council contact centre is changing its opening hours in an attempt to increase efficiency while maintaining customer service levels.
20/05/2009
Ofcom has announced new rules to reduce the time consumers have to wait to seek an independent resolution to their disputes with communications providers.
19/05/2009
Enterprise communications market leader Avaya has announced plans to target growth in the Asia Pacific region.
18/05/2009
The global Voice-over-Internet-Protocol (VoIP) market grew by 33 per cent to be worth an estimated £20 billion, new research has suggested.
15/05/2009
The latest round of job losses at BT can be attributed to "damaging mismanagement" of the firm's Global Services arm, a leading union has claimed.
15/05/2009
Vodafone UK has today announced plans to abolish roaming charges for the summer and to permanently cut the price of calling abroad from the UK.
14/05/2009
Redundancies are likely to be made at telecoms firm BT, after the firm announced plans to reduce its headcount by up to ten per cent.
14/05/2009
A Middlesbrough call centre has seen its environmental performance improve radically over the last year after launching a sustainability drive.
14/05/2009
Most broadband advertising cannot be described as misleading since connections are advertised as being 'up to' a certain speed, it has been claimed.
14/05/2009
Many firms that pursue cost-cutting actually see such policies backfire, it has been claimed.
13/05/2009
A new Ofcom report has documented the enforcement action taken by the media regulator to protect telecoms customers last year.
12/05/2009
Call centre bosses and other business executives should remain on guard against the threat of online fraud, it has been suggested.
12/05/2009
Flexible working has a profound effect on overall levels of employment, helping to keeps people in jobs and providing an access route back into the workplace, a new study has indicated.
11/05/2009
Nice Systems has recorded revenue of US$139.2 million (£91.9 million) for the first quarter of 2009.
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
Cisco's "innovation engine" is driving both technological and business model developments, according to the firm's chairman and chief executive.
08/05/2009
Call centre jobs could be under threat at an office in Northern Ireland, it has been reported.
07/05/2009
A new study indicates that consumers are increasingly worried about data security.
06/05/2009
Interactive voice response technology can be used to boost automation and operational efficiencies, it has been suggested.
06/05/2009
Successfully engaging employees can help generate higher morale levels - which in turn leads to reduced staff attrition – while also increasing productivity levels, it has been suggested.
01/05/2009
Access to telecommunication services is set to improve in Africa as undersea cables linking the continent to the rest of the world are laid.
01/05/2009
A Nottingham call centre has taken on more staff to help provide effective customer service to people worried about the swine flu outbreak.
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.
30/04/2009
The government has "missed an opportunity" to deploy next-generation broadband nationwide, it has been claimed.
29/04/2009
Greater demand for senior contact centre staff is likely to be seen as a result of the economic downturn, it has been suggested.
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
The establishment of a national telephone and internet surveillance database has been ruled out by the home secretary, it has been reported.
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.
27/04/2009
Up to 50 new jobs are set to be created as a telemarketing company expands in South Yorkshire, it has been reported.
27/04/2009
Many firms are still putting money into backing-up and ensuring access to their data despite the economic downturn, it has been suggested.
27/04/2009
The European Parliament has voted in favour of new rules on SMS and data roaming charges.
24/04/2009
Firms wishing to reduce staff attrition levels need to take greater care during the recruitment process, it has been suggested.
24/04/2009
Opportunities exist for offshore call centres committed to providing the highest levels of customer service, it has been suggested.
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.
22/04/2009
UK businesses which are considering outsourcing complex marketing and advertising services may wish to enlist the help of a virtual call centre, it has been suggested.
21/04/2009
UK businesses will benefit from next-generation internet access as well as consumers, it has been suggested.
20/04/2009
Hackers with the appropriate tools could theoretically hijack a phone remotely simply by sending SMS messages to it, it has been claimed.
17/04/2009
Businesses which invest in training schemes for their staff benefit from a higher calibre of employee, it has been reported.
16/04/2009
Voice-over Internet Protocol (VoIP) has the potential to save businesses money on their telephony costs, it has been reported.
16/04/2009
A leading high street insurer has outlined plans to take on a raft of new call centre employees in East Anglia, it has been reported.
15/04/2009
Customer experience analytics (CEA) and desktop analytics (DA) are making positive contributions to contact centres and their customers, it has been claimed.
15/04/2009
The contact centre function is undervalued by most business leaders, despite its crucial nature, it has been suggested.
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.
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.
01/04/2009
Many contact centre firms have yet to fully comply with Treating Customer Fairly (TCF) requirements as required by the Financial Services Authority (FSA), it has been suggested.
01/04/2009
Telecoms firm Nortel has cut staff numbers at its sites in Berkshire and Northern Ireland with immediate effect.
31/03/2009
A new study indicates that the number of silent calls received per month has fallen from 9.6 per month in 2005 to 2.1 in 2008.
27/03/2009
Unified Communications (UC) can improve the quality of business interactions by providing users with the means to integrate and control all correspondence with partners and customers, it has been stated.
27/03/2009
UK firms could help the government reduce its annual carbon reduction target by nearly a third by switching PCs and monitors off at evenings and weekends, it has been reported.
26/03/2009
While preventing telecommunication fraud and command-line interface from being transported around the world is necessary, international standards are not the best way to achieve this, it has been suggested.
25/03/2009
The jobs of many HSBC call centre workers could be under threat, it has been reported.
24/03/2009
Consumers need greater protection against nuisance calls, it has been suggested.
19/03/2009
A new study has found that companies are looking to use the internet to help cut costs across their organisation.
18/03/2009
A mobile phone firm has been forced to apologise after a call centre worker left him a voicemail message ridiculing his name.
18/03/2009
The government should drop plans for a database which records the population's mobile phone and internet traffic, it has been argued.
17/03/2009
Contact centres may offer criminals "multiple opportunities" for identity theft, it has been claimed.