Winners and Losers – March 2016

This month we bring you news from the Welsh Contact Centre Awards, Interactive Intelligence, CallMiner, IP Integration, NewVoiceMedia and Enghouse Interactive.

Welsh Contact Centre Awards announce winners

Top performers in Wales’ contact centre industry have been honoured at an awards ceremony at the Wales Millennium Centre.

The Sinclair Group from Bridgend won the award for Small Contact Centre of the Year, and Gladiator in Swansea took the title for Medium/Large Contact Centre of the Year.

Other winners included: Rebecca Collins of the PS Group for Apprentice of the Year, Kim Jenkins of Legal & General for Support Person (IT/MI/Facilities), joint winners April Brown of RCN Direct and Hannah Benkwitz of Media Wales for Support Person (HR/Comms/Engagement), Carole Miller of Molson Coors for Trainer of the Year – with Tony Evans of Student Finance Wales being Highly Commended.

---

Interactive Intelligence wins Cloud Computing Magazine’s 2015 Product of the Year Award

Interactive Intelligence has won Cloud Computing magazine’s 2015 Product of the Year Award for PureCloud Engage.

The Award honours vendors with the most innovative, useful, and beneficial cloud products and services.

“To help customers stay competitive, we also made sure that it could deliver value faster through a continuous development process that offers new functionality weekly,” said Jeff Platón, CMO at Interactive Intelligence. “We also got rid of long-term contracts. Customers can go month-to-month with absolutely no strings attached.”

…And achieves Advanced Technology Partner Status

Amazon Web Services (AWS) has named Interactive Intelligence an Advanced Technology Partner in the AWS Partner Network (APN).

“We purpose-built our PureCloud platform to take full advantage of the AWS architecture, which gives customers maximum security, reliability, scalability and deployment flexibility,” said Steve Vaughan, Interactive Intelligence vice president of global partner and field marketing. “Working with AWS, we’re excited to give organisations a totally unique cloud solution designed to meet the customer service expectations of today’s millennial and tomorrow’s digital native.”

---

IP Integration announced as Avaya UK Partner of the Year 2016

IP Integration has been awarded ‘UK Partner of the Year 2016’ by Avaya, in recognition of its significant growth and commitment to service excellence to its customers throughout the UK and overseas.

The award also acknowledges the company’s continued investment in delivering enhanced technical and consultative services to its customers around a suite of integrated and complex applications.

“We have been working with Avaya for almost two decades and this award recognises the hard work that’s taken place right across our business, which has led to the tremendous growth we’ve seen in the past year,” said Dave Glasgow, Group Sales Director at IP Integration.

---

Labor First credits NewVoiceMedia for win

CRM Magazine has named Labor First as a 2016 CRM Service Elite Customer Company, crediting much of its success to the support of NewVoiceMedia.

Because of the benefits from the ContactWorld solution, Labor First was able to expand its services to more than 30 labour unions across the US. The business can now handle 250 to 500 calls per day.

“We’re thrilled that Labor First has been named CRM’s Service Elite Customer Company,” said Jonathan Gale, CEO at NewVoiceMedia.

---

Enghouse Interactive’s product estimated to be Most Widely-Used Platform

Enghouse Interactive’s Contact Centre: Service Provider (CCSP) is now estimated to be the most widely used cloud contact centre platform in the world, according to the DMG 2015/2016 Cloud-Based Contact Centre Infrastructure (CBCCI) Report produced by DMG Consulting.

“It is a tremendous honour for Enghouse Interactive to be recognised by such an esteemed and respected industry leader,” said Jacki Tessmer, Vice President at Enghouse Interactive.

---

CallMiner shortlisted for ‘Best Data & Analytics Technology’ Award

CallMiner has been shortlisted for the ‘Best Data & Analytics Technology’ Award by Credit Today Awards 2016. The Credit Today Awards recognise and reward hard work and best practice in the field of credit and collections.

CallMiner was shortlisted by the judges for its EurekaLive solution. The entry showed how interaction analytics helped call centres to improve key metrics, drive better customer outcomes and enhance competitive strengths.

“We are very proud to be shortlisted for the ‘Best Data & Analytics Technology’ Award. We are also delighted that our contribution to the credit and collections industry has been recognised,” said Andy Palmer, Vice President International Sales at CallMiner.