Movers and Shakers – March 2016

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This month we bring you news from Vauxhall, NICE, Plantronics, Genesys, Intelecom and NewVoiceMedia.

Vauxhall opens new multilingual contact centre

Vauxhall/Opel has opened a new pan-European customer contact centre, creating 300 new jobs in Luton and the surrounding area.

It will support agents in delivering customer service in 33 countries, in 25 languages. For retailers, advisors will also offer advice about vehicle diagnosis, field reports and order tracking.

“This is a fantastic move for our business. Having a multilingual, cutting-edge team working within hi-tech facilities will empower staff to focus on operational excellence,” said Rory Harvey, Chairman and Managing Director at Vauxhall Motors.

Agents settle into the new contact centre (© GM Company)

Agents settle into their new contact centre (© GM Company)


NICE forms strategic partnership for improved omnichannel insights

NICE Systems and The Boston Consulting Group (BCG) have announced a new strategic partnership aimed at helping companies improve their customers’ omnichannel experience.

This combination of strategic expertise and technology will enable organisations across numerous industries to achieve significant business results by making improvements in the following areas:

  • Customer operations efficiency
  • Customer experience optimisation
  • Brand Advocacy Index (BAI) transformation
Miki Migdal

Miki Migdal

The partnership, which is not exclusive, will also help both firms to extend their market reach and build their customer bases.

“We believe that together with BCG, we can help leading organisations, across different verticals and geographies, extract and apply business insights from their customer data to drive measurable results,” said Miki Migdal, president of the NICE Enterprise Product Group.


Plantronics promote Paul Dunne to UK and Ireland Country Manager

Paul Dunne has been promoted to UK and Ireland country manager, after more than eight years heading up the company’s UK and Ireland channel sales.

The new role continues to have a strong focus on the channel and will expand his responsibilities to include marketing and corporate account teams as well.

Paul Dunne

Paul Dunne

“At Plantronics, we transact our business globally via the channel, and in the UK and Ireland we’re fortunate to have a large and loyal partner community with a deep understanding of our business,” said Paul Dunne. “As a result, I’ll still have a lot of involvement with the channel in my new role, and by taking on responsibility for marketing and corporate account teams as well, we’ll have a more integrated approach that sees each function working together to drive the UK and Ireland business forward.”

…And gain Frost & Sullivan recognition

Frost & Sullivan has recognised Plantronics with the 2016 Global Frost & Sullivan Award for Customer Service Leadership.

Plantronics has eliminated silos across the company and provides the customer service department, and thereby the customers themselves, with immediate access to managers and executives across the company when needed. This has facilitated engineering changes to products and heightened levels of customer awareness across the entire company.

“As customer support becomes more important than ever, we continually look at our internal training tools and customer service procedures, so we can further build on the high standards we set for ourselves in creating a positive and lasting experience for our customers,” said Paul van den Berg, Vice President, Global Customer Care at Plantronics.


Genesys appoints new Global Executive Sales Leader

Genesys has announced that Mark Turner (Senior Vice President of Europe, Middle East & Africa) has been promoted to Executive Vice President of Global Sales and Field Operations.

Mark Turner

Mark Turner

In his new position, Turner will be responsible for the company’s global commercial activities, field sales and channel operations.

“In the current economic climate, the value of what Genesys can bring to an organisation has never been more important,” said Mark Turner. “I look forward to helping customers worldwide realise the benefits of a great customer experience with the industry’s best team of employees and partners worldwide.”


Intelecom appoints new Vice President of Sales

Intelecom has appointed Colin Hay as VP Sales, UK.

Leading a team of experienced industry professionals, Colin is responsible for driving new business as well as working to ensure existing customers remain competitive into the future.

Colin Hay

Colin Hay

He will also build a programme offering the Intelecom multichannel technical capability to partners.

“These are exciting times for Intelecom as the company undergoes a significant period of transformation to adapt to major consumer trends that are radically affecting the way that contact centres are run,” said Colin. “I look forward to building a quality team and sales pipeline to support the company’s future growth and success in the UK.”


NewVoiceMedia strengthens executive team

Moni-Manor-100-119

Moni Manor

NewVoiceMedia has appointed Moni Manor as Chief Product Officer.

Based in San Francisco, Moni will lead the product strategy, product marketing and management functions at NewVoiceMedia.

“I’m excited about leading the charge for NewVoiceMedia as we deliver more and more innovative solutions that will help our customers extract the maximum possible value from their customer data within their sales and service teams,” said Moni.

Author: Megan Jones

Published On: 23rd Mar 2016 - Last modified: 22nd Mar 2017
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