The city of Berlin has currently 130 contact centres employing 8,800 agents, an increase of 8.3 and 7.3 per cent respectively over 2001 figures. Outsourced activity has already a 47 per cent share while 15 per cent of the centres are internationally active. These are...
Eyretel, a UK provider of voice and data recording for contact centres announced that BT’s Integrated Tele Web (ITW) unit has invested in a contact recording and quality monitoring solution from Eyretel as part of a drive to promote excellence in customer...
Babel Technologies has announced that Klett Sprachen, the multinational language publisher, is to use Babels Babear v2.5 speaker-independent Automatic Speech Recognition (ASR) system in it PONS product line. PONS is Kletts self study brand and includes dictionaries...
British businesses are losing customers and sales because of poor service in call centres. Over one million customers can hang up on companies call centres each week, businesses reveal in the Voice Report published by Vocalis. A third of businesses believe their...
Verint Systems, a provider of business intelligence solutions for contact centres, announced that The Budget Group of Companies, a UK personal lines intermediary, has expanded its Verint ULTRAT Intelligent Recording solution for its new contact centre in Sunderland....
After many years of indifference, the European voice market finally saw real customers making real investments in the last year. Major enterprises, such as British Airways, Thomas Cook, Lloyds TSB, Deutsche Bahn, Nationwide Building Society or Credit Lyonnais have now...
