Winners and Losers – June 2014

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This month we bring you news from Sytel, Plantronics, Noble Systems, Vizolution, Genesys, Carpeo, Sabio, Sensée and NewVoiceMedia.

Sytel installs 1,000th call centre agent seat in Turkey

Sytel Limited has installed its 1,000th agent seat at T-Bilgi in Istanbul.

The company supplies a communications platform – Softdial Contact Centre – which delivers inbound, outbound and multimedia capability, via a network of local reseller and integration partners.

Michael Mckinlay

Michael Mckinlay

“Customers are just not satisfied with the bolted-together approach of many of the major vendors,” said Michael McKinlay, CEO at Sytel. “They are attracted to our all-in-one, unified solution because the components were designed from the ground up to work hand-in-glove, which brings stability and removes a large degree of uncertainty.”


Carpeo wins a Customer and Staff Care award

carpeo-510

Carpeo has won the Customer and Staff Care award at the Wiltshire Business Awards. It was praised for its staff motivation, customer management and development and training initiatives.

“We are extremely proud to have won this award. It is a great honour to be identified as a business who values its best assets, which is its staff,” said Nathan Kew, Campaign Delivery Manager at Carpeo. “We work in partnership with our clients to give them a better understanding of their business and to create an exceptional customer experience.”

Carpeo was also runner-up for the Apprenticeship Employer of the Year and Innovation and Growth awards.


Plantronics is presented with Global Market Share Leadership Award

Frost & Sullivan has recognised Plantronics with the 2014 Market Share Leadership Award for its growth and innovation in the global contact centre and office headset category.

The company was specifically recognised for its success in the unified communications (UC) headset space, displaying a strong commitment to technology innovation, and managing a well-developed distribution and voice partner network.

Mohamed Alaa Saayed

Mohamed Alaa Saayed

“Plantronics continues to impress us with its headset mastership every year with products that are highly innovative and relevant for today’s evolving workspaces,” said Mohamed Alaa Saayed, Senior Industry Analyst at Frost & Sullivan. “Being in the forefront of headset innovation, Plantronics has successfully established itself as one of the most respected brands in the traditional enterprise communications space and now in demanding unified communications environments.”


Noble Systems announces Award Winners

Noble Systems hosted its third annual Select Noble Users Group (SNUG) EMEA conference in Manchester on 4th and 5th June.

The event closed with a gala dinner where four companies were presented with SNUG Awards, which were given in recognition of the companies’ pioneering spirit and commitment to excellence using Noble Systems’ contact centre technology.

  • The winner of the ‘Best Practices – Contact Centre Operations Award’ went to Portfolio Recovery Associates UK.
  • Stockport Metropolitan Borough Council won the ‘Best Practices – Workforce Management Award’.
  • The ‘Technology Innovator Award’ was awarded to Permanent tsb.
  • The ‘EMEA Partner of the Year’ Award recognised Intuate Group, a Noble Systems Partner within South Africa that has excelled in advancing Noble sales into this territory.

Colin Chave

“SNUG EMEA 2014 exceeded our expectations in every way,” said Colin Chave, General Manager of Noble Systems EMEA. “I’m delighted with the terrific feedback we’ve had from the delegates. The awards ceremony had a record number of entries this year and the competition was fierce; I’d like to thank everyone that took the time to enter and would like to congratulate all of the winners”.


Vizolution solution wins Innovation Award

Santander has won the Innovation Award 2014 for Digital Customer Solutions for using Vizolution’s vScreen screen-sharing technology to replicate the branch experience on sales calls – raising customer satisfaction to 97%, cutting credit card fulfilment times by 75% and lifting revenue by 17%.

Bill Safran

“Many congratulations to Santander for this award. We developed the technology but it was the team at Santander that recognised how and where vScreen would add value to their customers,” said Bill Safran, CEO at Vizolution. “They employed an extensive pilot of the system and conducted rigorous review of the results, involving all relevant departments and individual agents to ensure that vScreen delivered the results that they wanted from the customer engagement.”


Genesys named Gartner “Leader” for sixth consecutive year

Genesys has been positioned as a “Leader” in the “Magic Quadrant for Contact Centre Infrastructure” for the sixth consecutive year.

The Gartner Magic Quadrant report evaluates contact centre vendors on their completeness of vision and ability to execute. Based upon Gartner’s independent analysis, vendors are placed within one of four quadrants: visionaries, niche players, challengers and leaders.

Paul Segre

“In the last year, Genesys has executed on our vision to build the most complete cloud and premises-based contact centre and customer experience solutions for companies of all sizes and levels of required simplicity,” said Paul Segre, President and Chief Executive Officer, Genesys. “We are honoured to receive this recognition as a Leader in Gartner’s Magic Quadrant for Contact Centre Infrastructure for the sixth year in a row.”


Sabio celebrates 10 consecutive years as an Avaya Platinum Partner

Sabio has celebrated its 10th consecutive year as an Avaya Connect Platinum Partner.

Sebastian Henkes

Sebastian Henkes

Since first securing Avaya Platinum status in 2005, Sabio has grown its business consistently, achieving year-on-year organic growth without any reliance on external finance facilities.

“While the underlying criteria for Platinum status may have changed over the years, ranging from sales targets and technical capabilities to marketing support, Sabio has always succeeded in meeting its Platinum targets – confirming the strength and stability of our balanced engagement with Avaya,” said Sebastian Henkes, Managing Director at Sabio.


Sensée reaches milestone of 500 UK home agents

Sensée has appointed its 500th home agent, as the company continues to expand its UK operations.

Their fully employed home agents handle customer contacts and back-office services via phone, email and webchat for a blue chip client list that includes Argos, Aviva, PhotoBox and Rank Interactive.

Steve Mosser

Steve Mosser

“Organisations have long understood the potential of homeworking, but the problem has been they’ve not known how to unlock that potential,” said Steve Mosser, CEO of the Sensée HomeAgent Network. “What’s changed in recent times is the emergence of specialist homeworking models optimised for the virtual environment.”


NewVoiceMedia’s ContactWorld helps scoop award

NewVoiceMedia has helped Ukash achieve ‘Innovation and Improvement 2014’ at the London and South East Contact Centre Forum Awards.

Jonathan Gale

Since deploying ContactWorld for Service with Salesforce integration, Ukash has enhanced its customer experience and increased ROI significantly.

“We are delighted that Ukash has been recognised and rewarded for the quality and personal touch of its customer experience,” said Jonathan Gale, CEO of NewVoiceMedia. “The awards are an excellent benchmark for a company like Ukash that is so dedicated to delivering service excellence.”

Author: Megan Jones

Published On: 18th Jun 2014 - Last modified: 9th Nov 2020
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