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8×8 has announced the release of Virtual Contact Centre (VCC) 8.1, the latest version of its cloud-based contact centre solution that allows companies to increase customer loyalty and revenue by delivering a personalised, proactive customer engagement experience. VCC 8.1 facilitates the establishment of direct, knowledgeable relationships between contact centre agents and customers during every step of the buying cycle and throughout the life of the customer. Three key out of the box components of this new release – Proactive Web Engagement, Customer Connection Scripting, and Direct Agent Connect – provide contact centres with an easy to implement framework for building customer...
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With the Convergence Summit just around the corner (8th and 9th October at Sandown Park, Esher) we want YOU to get the most of your time at the show. Connect allows exhibitors and visitors to arrange meetings prior to the event to ensure your show is a busy one. Please watch the short video below for more details. To register to attend the show please visit http://south.convergencesummit.co.uk/
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Sinclair Voicenet has appointed Donna Baxter as Workforce Optimisation Consultant. In this role she will be responsible for helping customers to embed best practice workforce management processes across their organisations in a wide range of market sectors including local government, public safety and enterprise contact centres. Donna Baxter has over 14 years’ experience of workforce and resource management and joins direct from the Scottish Ambulance Service where, as National Workforce Planning Manager, she was responsible for standardising the resource planning process to deliver improved operational efficiency. Prior to this, she held senior resource planning positions at Esure and Morgan Stanley. According...
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A recent survey has revealed that CIOs are twice as likely to focus on delivering IT services to their organisation as on innovation and moving the business forward. According to Managed Services Provider Claranet, outsourcing the responsibility of managing infrastructure to a third party can free up the time of CIOs and shift their mindset away from one of keeping the lights on towards one of delivering value to the business and growing the top line. A global survey of more than 900 CIOs conducted by Deloitte has found that CIOs are twice as likely to prioritise the delivery of IT...
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