The telecoms market in Europe has undergone a number of significant evolutionary phases during the last ten years. Such phases have included the introduction of 2G mobile services, the impact of the internet and the introduction of competition into the fixed line...
The Contact Centre Passport is a new web-based service that will enable all those working in a contact centre to assess, record and improve their competencies and skills. As part of a pilot project funded by the UK government and led by e-skills UK, the online...
Brooktrout Technology announced a strategic relationship with Intervoice that will provide future support of Brooktrouts TR1000 voice and speech platform on the Intervoice Omvia Voice Framework. This alliance will further extend the flexibility of the Microsoft...
Alcatel announced the new 3.0 release of Alcatel OmniPCX Office in Europe. This new release integrates two new major applications: the Alcatel OmniTouch Call Centre Office, providing call centre functionality, and the Alcatel nomadic Web Communication Assistant,...
In part one of this series, we examined why its important to invest in, or upgrade, quality management (QM) and logging applications. Whether you are looking to improve contact center quality, build customer loyalty, improve agent satisfaction or protect your contact...
