| Research |
22.01.2009
ProtoCall One survey reveals contact centres facing pressure to reduce costs
Managing costs is the biggest challenge facing contact centre managers in 2009, according to a survey conducted by ProtoCall One. The contact centre solutions specialist has surveyed members of its Genesys Workforce Management (GWFM) user group to gauge contact centre managers’ views on the prospects for 2009.
The survey was conducted at the end of the latest ProtoCall One GWFM group meeting held at Emirates Airlines contact centre in Manchester on 12th November. The user group members are senior heads from leading UK businesses and their organisations account for around 25% of all GWFM UK users.
The members of the group were asked for views on the current state of the contact centre industry and their opinions on the year ahead:
• Investment in new technology for contact centres set to remain the same as 2008
• 58% of respondents will actively start investigating virtual contact centre technology in 2009
• Voice is still the fastest growing area of contact for 86% of respondents
As the credit crunch bites, managing costs was named as the biggest challenge by 57% of respondents, but 28% stated that increasing workload was the main challenge for 2009. With regards to investing in new technology, the picture is mixed with around 30% looking to increase their spend on technology in 2009, 30% looking to reduce spend and the remainder spending the same as 2008.
56% of respondents stated that they are currently investigating virtual contact centre technology to increase flexible working and reduce costs. Voice is still the fastest growing contact channel amongst 72% of the respondents, with e-mail growing fastest at 28% of the contact centres surveyed. The majority of the respondents stated that they are measuring agents based on call metrics, with 57% using Average Call Handling Time as the core metric for agent performance.
ProtoCall One has had success in 2008 introducing new business intelligence (BI) solutions to contact centres, as managers recognise the need for quick, effective BI results. 41% of respondents are already using BI software, with 28% reverting to spreadsheet-based BI and 14% not having any BI in place at all.
Faraz Khan, business development director, ProtoCall One, commented:
“2009 is going to be a very interesting year as contact centres have to continue to reduce costs further as well as manage growing workloads. Solutions such as virtual contact centre technology is a very sensible step to increase flexibility and get the best from agents who prefer to work from home or at non-contact centre locations. Voice is the dominant channel, but a clever multi-channel approach can encourage customers to use other channels such as email, web and SMS text to help take the pressure of contact centre agents. In addition, good BI will help any contact centre gain insight to their operations to help improve efficiency and customer satisfaction.”
About ProtoCall One
ProtoCall One provides systems integration and consultancy for the contact centre world. It has its origins in the implementation of Genesys call centre solutions, but is now extending its portfolio into new areas including Business Intelligence (BI) and Workforce Optimisation (WFO). For more information please go to www.pc-1.co.uk
For ProtoCall One sales and marketing enquiries, please contact:
Faraz Khan, business development director, ProtoCall One
Tel: +44 (0) 0781 569 5055, Email: fkhan@pc-1.co.uk
For ProtoCall One UK media enquiries, please contact:
Miles Clayton or Simon Bennett at Agility PR Limited
Tel: +44 (0) 1992 586190. Email: miles@agilitypr.co.uk
|
20.01.2009
Tieto signs European reseller agreement with Jacada
Partnership to help businesses retain customers, reduce costs and continue to innovate in tough financial climate
January 06, 2008 – Jacada, a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced that it has signed a reseller agreement with Tieto (OMX: TIE1V), a leading global IT services company.
Tieto is one of the largest IT services providers in Europe, and is active in more than 25 countries with approximately 16,000 employees and nearly $3 billion in revenue. Tieto and Jacada focus on many of the same vertical markets, including banking, insurance, telecommunications and retail, and have partnered to offer the Jacada unified desktop solution to companies throughout Europe.
“Our customers frequently ask us for solutions to help with their top two issues: retaining customers and reducing costs. Of course, these are priorities when times are good, but now they are more crucial than ever,” said Alexander Graf, leader of the Service Design Practice at Tieto. “The Jacada unified desktop solution has helped our customers to simplify and automate their customer service operations. In all cases it allowed them to generate a significant and rapid return on their investment. We are impressed with the Jacada solutions and look forward to making them available to our customers.”
“Jacada and Tieto have already worked together to jointly deliver our customer service solutions and we are thrilled to be taking our partnership to the next level,” said Guy Tweedale, senior vice president of European operations for Jacada. “The team at Tieto understands that the pressures their customers are facing – the need to retain customers, reduce costs and continue to innovate in the face of limited IT budgets – are the exact issues that Jacada addresses. Tieto’s decision to resell the Jacada offerings is further validation of the market demand for our unified desktop solutions.”
About Jacada
Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, intelligent workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in London; Munich; Atlanta, Georgia; and Herzliya, Israel;. Jacada can be reached at www.jacada.com
About Tieto
Tieto is an IT service company providing IT, R&D and consulting services. With approximately 16,000 experts, we are among the leading IT service companies in Northern Europe and the global leader in selected segments. We specialize in areas where we have the deepest understanding of our customers' businesses and needs.
Tieto is our new brand name as of 1 December 2008. The official registered name of the company is TietoEnator Corporation.
www.tieto.com
Jacada UK PR contact:
Chaz Brooks/Andrew Ball +44 1483 537890
chazb@chazb.com andrewb@chazb.com
Investor Relations Contact:
Peter Seltzberg
Hayden Communications
212-946-2849
peter@haydenir.com
|
19.01.2009
New Customer Strategies for Uncertain Times - Event in London
Retaining customers and growing market share during a recession
Thursday 12th March 2009, Ambassadors Hotel, London
During this economic downturn, it is now more important than ever to have a fluid and effective customer service strategy. Declining budgets and increasing customer expectations are forcing businesses to implement new and innovative methods to create competitive advantage.
New customer strategies for uncertain times has been designed as the only conference to provide new approaches to improving customer engagement during the recession. This vital one-day event will offer the customer service community with all the essential tools not only to survive the recession, but also to blow your competitors away.
Presenting new ideas to improve the customer experience and help your budget:
-Hear how Dawn Cox, Head of Customer Service Development at Audi customer services attracts and retains the best workforce to maintain an exceptional level of customer experience
-Learn how Stuart Roberts, Director of Customer Services at The Co-operative Financial Services runs a lean customer service strategy while providing essential customer support
-Julia Dawson, Director of Customer Services at Denplan explores how contact centres will evolve in the future
*Recently voted No.2 in the Top 50 call centres for 2008 by CCF magazine
-Adrian Furnham of the University College London provides insight into better understanding your core customers during a recession
To register
T: +44 (0)20 7921 8039
F: +44 (0)20 7955 3949
E: conferences@cmpi.biz
|
16.01.2009
Noble Composer Web Agent from Noble Systems Receives "Product of the Year Award"
Noble Systems is Honored for Outstanding Innovations in Contact Center Technology
Atlanta, GA – January 14, 2009: Noble Systems Corporation, a global leader in innovative contact center technology solutions, has received a “Product of the Year Award” from Technology Marketing Corporation's (TMC®) Customer Inter@ction Solutions® magazine for Noble® Composer Web Agent. Composer Web Agent is a powerful agent workflow design and desktop unification tool for web-based agent environments, helping companies improve agent productivity, reduce training costs, increase customer service quality, and leverage technology investments. Customer Inter@ction Solutions has been the leading publication in the CRM, call center and teleservices industries since 1982™.
Designed using the Microsoft Windows .NET framework, Composer Web Agent offers unmatched flexibility, and delivers broad spectrum support for browsers and operating systems. Agents have easier access to workflows, data and processes, resulting in increased productivity and an improved customer experience. Noble Composer Web Agent supports Multiple Browsers (Internet Explorer, Mozilla Firefox, Google Chrome, Apple Safari, & others), Multiple Operating Systems (Windows, Mac OS X and Linux), and Multiple Agent Devices (Thin Client Desktop, Internet Appliance, Network Computer, MAC, PC, and more) to leverage your existing investments, increase flexibility, reduce costs, and choose from more options for deployment.
“Customer Inter@ction Solutions is proud to honor Noble Systems for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.” The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine.
James K. Noble, Jr., President & CEO of Noble Systems, says, “Noble Composer Web Agent reduces the barriers to web-based agent environments. Our flexible architecture reduces licensing costs, and our broad-spectrum support for browsers and operating systems is unparalleled. The Composer Web Agent option helps contact centers leverage investments in their existing applications and technologies to give agents easier access to workflows, data, and tools to increase productivity and improve the customer experience. We are excited to have this technology recognized by Customer Inter@ction Solutions and TMC.”
About TMC®
Technology Marketing Corporation (TMC) publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 6,000 most visited Web sites in the world by alexa.com*, TMCnet serves as many as three million unique visitors each month. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. For more information about TMC, visit www.tmcnet.com.
About Noble Systems
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 2,000+ client installations worldwide using the award-winning Noble platform for inbound/outbound/blended communications. The scalable, integrated Noble® Solution includes advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information on this item or the company, contact Lee Allum at 1.888.866.2538 x538 (lallum@noblesys.com), or visit www.noblesys.com.
Noble, Noble Suite, Noble Systems, and the N-logo are trademarks of Noble Systems Corporation.
|
15.01.2009
InVision Establishes New Branch for Strategic Labour Management Consulting
Acquisition of a 51 per cent majority stake in U.S. consulting company *** Strengthening of consulting expertise on the market for workforce management solutions
Ratingen (Germany), 14 January 2009 – With the founding of the holding company InVision Consulting International GmbH, InVision Software AG (ISIN: DE0005859698), a world-leading supplier of enterprise-wide workforce management solutions, establishes a new branch for strategic labour management consulting. In the course of building the new consulting branch, the holding company has acquired the majority stake of 51 per cent in the operational business of the North-American consulting company Core Practice Partners LLC, with retroactive effect from 2 January 2009. Both parties agreed not to disclose the purchasing price.
Peter Bollenbeck, CEO of InVision Software AG, comments: „The acquisition of the majority stake in Core Practice strengthens our consulting expertise in the market of workforce management solutions, especially in the North-American market. The consultants of Core Practice have expertise backed by strong experience in a wide variety of industries with an emphasis on optimising shift worker based operations. In particular, the call centre, mining and manufacturing sectors, especially the food processing industry, are areas of strength for Core Practice. Thus, InVision Software will benefit from the professional experience of Core Practice in these sectors as well as from their overall expert knowledge in operations consulting.“
John Frehse, Managing Partner of Core Practice, adds: “Core Practice is proud to team up with InVision. We are excited to have the opportunity to work with a team of proven leaders in the workforce management field to implement our strategic services. We look forward to providing our services to InVision customers and helping these customers quickly capture substantial cost savings which is so crucial in the current economic climate.“
Core Practice Partners LLC, based in New York and Chicago, is a consulting company specialising in strategic labour management consulting. The company was founded by Ethan Franklin and John Frehse in 2005. Both of them have more than ten years of experience in operations management consulting with the objective of optimising workforce management processes. Core Practice‘s methodology includes analysing operations, shift schedules, labour strategy and labour costs as well as employee surveys and the planning and execution of an implementation programme including change management strategies. Core Practice identifies and implements cost savings and profit making opportunities such as introducing flexible shift schedules and minimising idle time and overtime, while working with employees to gain their buy-in to make sure changes stick. Among the clients of Core Practice are major international corporations, such as Kraft Foods, Nestlé, BMW and Dannon of the Danone Group.
The consulting company will prospectively operate under the name of Core Practice LLC and will be based in Lisle, Illinois, one of the North-American locations of the InVision Group.
About InVision Software:
InVision Software is a world-leading supplier of enterprise-wide workforce management (WFM) solutions which enable companies to optimise their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 230 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information at: www.invisionwfm.com
Contact:
Jutta Handlanger
Head of Corporate Communications
InVision Software AG
Halskestrasse 38
D-40880 Ratingen (Germany)
phone: +49(0)2102-728-252
fax: +49(0)2102-728-111
e-mail: pr@invision.de
|
14.01.2009
Call Centres as Value Creators at CallCenterWorld® 2009
‘Best service is no service’ is the subject of one of the keynote speeches at the forthcoming international congress in Berlin. With the worldwide economic downturn, the retention of existing customers will be a top priority for businesses. Minimising costs while achieving customer satisfaction will be an even greater challenge for contact centres.
The organisers of the11th CallCenterWorld® , which will take place from 16 – 19 February 2009, have put together an impressive congress programme for its international delegates.
Bill Price, Amazon’s former Global Vice President of Customer Service, will outline in his keynote speech how to eliminate the need for service. Dr Nicola J Millard, Customer Experience Futurologist at BT Global Services will question if contact centres can survive the demands of the future customer.
These are just two of the over 60 presentations that await around 7,000 trade visitors at the four day event in the German capital. Some presentations/workshops are in English, whilst others are simultaneously interpreted into English. 260 exhibitors are expected at CallCenterWorld® 2009 on a trade fair area of 8,000 sqm.
Another highlight of the 2009 congress and trade fair is the UK PLAZA, which will showcase UK products, services and regions.
Located next to the UK PLAZA is the LiveCallCenter, that for the third year running, provides a visionary centre in operation. ‘Total Quality Performance’ is the theme that underlines the latest developments in acoustics, ergonomics and technology, personnel and quality management on show.
The TeleTalk- Demoforum will provide Europe’s largest supplier comparison of contact centre solutions.
In the UK, CallCenterWorld® has partnered with the Customer Contact Management Association (CCMA), the Professional Planning Forum and Call NorthWest to support this event. BT is the main sponsor of CallCenterWorld® 2009 alongside other key partners such as Bosch, Cisco, Deutsche Telecom, Siemens, Sitel and Walter Services.
To find out more about CallCenterWorld® 2009, visit the Call Center World website or contact service@softigator.net about the special UK Exhibitor packages.
Softigator offers all its members significant discounts for this event. If you are a member, book your call center event ticket now! Registration for non-members only takes 1 minute and is free.
About CallCenterWorld
CallCenterWorld is Europe’s largest international congress and exhibition for call centre management. Its unique combination of congress and exhibition sets it apart from other major industry gatherings and has established CallCenterWorld as the leading call centre event in Europe.
|
08.01.2009
ASP Issues Research Report On "The Great Customer Experience"
WATERTOWN, Mass. -- In almost every industry, a few companies acquire a reputation for delivering outstanding customer service--the so- called "wow!" experience. This reputation usually yields higher loyalty, higher margins, and higher growth rates.
But what creates this "wow!" experience? A new research report from the Association of Support Professionals (ASP) tackles this question for technical support organizations, and identifies a variety of tactics that help technology companies stand out from a crowd of competitors.
"Our data shows that most support managers think they're delivering excellent, even 'world-class' support," says Jeffrey Tarter, the ASP's executive director, who authored the report. "However, just doing a competent job doesn't leave much of an impression any more. To be really world-class takes imagination and an understanding of customer psychology."
The report draws on the insights of successful support managers and satisfaction experts, who offer suggestions about how to dramatically exceed market standards and customer expectations in support delivery.
The insights cover a variety of forms of support delivery, ranging from telephone and in-person service delivery to online support knowledgebases.
Copies of the report are free to ASP members and survey participants; membership is $80/year for individuals and $500 for companies. For more information, visit the ASP Web site at http://www.asponline.com.
The Association of Support Professionals is a membership organization that publishes research reports for software tech support managers and professionals, offers workshops in services marketing, and conducts an annual competition for the "Ten Best Web Support Sites."
For more information:
Jeffrey Tarter, executive director
Jane Farber, membership director
Association of Support Professionals
122 Barnard Ave., Watertown, Mass. 02472
617/924-3944
jtarter@asponline.com
jfarber@asponline.com
www.asponline.com
|
07.01.2009
Innovation Awards 2009 shortlist shows contact centres beating credit crunch
Fifteen diverse organisations reached the closely-fought shortlist for the Contact Centre Innovation Awards 2009. These projects have transformed the role of call centres, driving efficiency while also making them better places to work and contact.
Presented by the Professional Planning Forum, the winners are announced at Contact Centre Planning 2009 in April 27-28 in London, where the finalists will all be speaking about how they achieved such outstanding results.
“It’s inspiring to see how tough economic conditions can encourage great change in truly innovative organisations”, explains Paul Smedley, Executive Director of the Professional Planning Forum. “It was especially impressive to see such a greater depth to the project entries in the current circumstances.
Many demonstrate well-integrated strategies which bring together target-setting, resource planning, performance management, training, recruitment and process improvement to create a major and positive benefit to the organization and its employees and customers.”
The full list of finalists is: Aegon, British Gas Services, Coventry Building Society, DWP Job Centre Plus, London Borough of Haringey, Holiday Extras, Kwik Fit, Late rooms, Norwich Union Healthcare, QVC, Stockton Council, Thames Valley Police, Three Valleys Water, TSC and Vodafone.
Paul Milloy of British Gas commented, “we are absolutely delighted to be shortlisted and are looking forward to sharing our work with the judges”. His words were echoed by Derek Williams of 3 Valleys Water who explained, “this means an awful lot to us. I can’t wait to relay this to all my team and colleagues”.
The 2009 awards saw record numbers of entries of a particularly high quality - and the judges commented on the tight competition in the shortlisting process. Entries covered a wider range of sectors and initiatives than ever before and included a huge number of projects that have matured and demonstrated great results to the benefit of employees, customers and performance. These prestigious awards recognise successful initiatives which make innovative centres great places to work and to contact.
The judging panel combines Planning Forum specialists with independent external judges who bring a wide range of industry experience from the contact centre world. The 2009 Judging Panel includes: Penny Wright Head of Resource Planning at EDF Energy, Sean Canning UK Operations Director at Firstsource, Nick Lane Director of Planning at Orange UK, Trish Lincoln Head of Operational Support at the Metropolitan Police Central Communications Command and Peter Massey Managing Director at Budd, in addition to members of the Professional Planning Forum.
The judges visit all finalists in February or March for a more in-depth evaluation, and each finalist is asked to make a commitment to host a site visit in June or October and to talk about their work at Contact Centre Planning 2009 on 27- 28 April where the awards are presented. Each short listed nomination is written up and added to a much-consulted case study series; the 2009 case studies will also form part of the Planning Forum’s 2009 Best Practice Guide.
Further information can be found at http://www.planningforum.co.uk/conference/innovation-awards/2009-finalists.aspx and full details will be available after judging in April 2009.
For further details contact:
Katherine Potter, Katherine.potter@planningforum.co.uk
Or Paul Smedley, paul.smedley@planningforum.co.uk
Tel. 0333 123 5960
The Professional Planning Forum (www.planningforum.co.uk) is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. Championing the importance of these critical skills, the Planning Forum is widely recognized for its best practice research and case studies, as well as the results-focused nature of its professional development training and in-company workshops. The Planning Forum runs the Contact Centre Innovation Awards and Contact Centre Planning conference, to be held in London on 27-28 April 2009.
Previous winners of the Contact Centre Innovation Awards
The Innovation of the Year Award 2008 was presented to EDF Energy for analysis of the root causes of customer contact that halved workload in key areas, creating a ground-breaking end-to-end service for new customers. Penny Wright, Resource Planning Manager at EDF was delighted to receive their award, explaining, “the work we’ve done and the award has totally changed how managers see planning”. Salford City Council won the 2007 award for their Think Customer initiative, Tesco in 2006 for a programme of change that took the stress out of their Christmas peak period and HBOS in 2005 for developing initiatives to improve work-life balance.
|
06.01.2009
ProtoCall One delivers strong ‘08 results as demand for BI & WFO rises
ProtoCall One, the leading contact centre solutions provider and consultancy, has announced its preliminary financial results for the year ending 31st December 2008. Revenue increased by 80 per cent year-on-year. A healthy 15% net profit margin was maintained during the period. Utilisation across its professional services team averaged 85% for the year.
Faraz Khan, managing director, ProtoCall One, commented:
“ProtoCall One has had an exceptional year in 2008 and we have all the building blocks in place to grow our core Genesys consultancy business and expand both our WFO and BI practices. Our investment in skills is the key to our success and is the primary reason why the UK’s largest Genesys users choose to work with us. We are confident that the year ahead will be another year of significant growth.”
ProtoCall One devoted considerable resources to building its new Business Intelligence (BI) Practice, hiring Chris Rodwell to head the new practice in May 2008. Chris came with 30 years of experience, the last six years at global provider of BI, enterprise reporting, data transformation and service management solutions, DataWatch International.
ProtoCall One further boosted its BI practice by becoming a member of the Oracle PartnerNetwork, focused on Oracle Business Intelligence Suite Enterprise Edition Plus. It also secured a partnership agreement with the world’s fastest-growing BI software vendor QlikTech, to re-sell its QlikView software which has rapidly gained market acceptance as an intuitive, quick deployment BI offering. ProtoCallOne went further by launching its own BI offering based on QlickView called ‘OneView’ last month.
Chris Rodwell, practice head of business intelligence practice, ProtoCall One, commented:
“Contact centre managers are telling us loud and clear that they need BI. They have specific needs for information now and they don’t want to wait, especially as they need to work harder in the downturn to make sales and keep customers satisfied. We are confident that OneView can help them identify their information requirements, examine their existing data flows and deliver up to managers to help monitor progress towards specific business objectives.”
ProtoCall One’s Workforce Optimisation (WFO) business practice has also seen an increase in demand as contact centres look to make the most of their agents. The mixture of consultancy and integration of WFO solutions used by ProtoCall One enables contact centre to design and accurately forecast staffing levels, manage agent schedules and precisely track performance and results in multi-site and multi-channel contact centres.
Andy Turner, head of workforce management practice, ProtoCall One, explains:
“Contact centre managers can achieve a significant uplift in agent performance through deploying a workforce management system which empowers them through reducing their administration burden and freeing them up to focus on managing agents better. This message is starting to get through and we have quite a few multi-site test cases which prove it now.”
About ProtoCall One
ProtoCall One provides systems integration and consultancy for the contact centre world. It has its origins in the implementation of Genesys call centre solutions, but is now extending its portfolio into new areas including Business Intelligence (BI) and workforce optimisation (WFO). For more information please go to www.pc-1.co.uk
For ProtoCall One sales and marketing enquiries, please contact:
Faraz Khan, managing director, ProtoCall One
Tel: +44 (0) 0781 569 5055. Email: fkhan@pc-1.co.uk
For ProtoCall One UK media enquiries, please contact:
Miles Clayton or Simon Bennett at Agility PR Limited
Tel: +44 (0) 1992 587439. Email: miles@agilitypr.co.uk
|
01.01.2009
CRM Software Company Honoured for Outstanding Innovation
Sword Ciboodle, provider of customer-oriented business software and services, announced today that it has received a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine (www.cismag.com), the leading publication covering CRM, call centres and teleservices since 1982.
Sword Ciboodle is the award-winning business-process-driven CRM software product for multi-channel contact centres. Targeted primarily to large companies in sectors such as banking, insurance, retail energy, retail telecommunications and media and consumer goods, it is the only BPM-based CRM product that enables all service channels natively from a single platform.
"I am pleased to honour Sword Ciboodle for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact centre experience as well as ROI for the companies that use them," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. "For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements."
The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine.
"We are delighted to have been recognized for our technology innovation by a leading industry magazine like Customer Interaction Solutions," said Mike Hughes, business unit director, Sword Ciboodle. "This is another validation of the Sword Ciboodle platform, which is fast becoming one of the customer service industry’s most admired products."
|
|
|
44
Users online 
