Winners and Losers – September 2014

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This month we bring you news from Nice Systems, Noble Systems, LiveOps, Firstsource, Voice Marketing, NewVoiceMedia, mplsystems, Vizolution, Genesys, Professional Planning Forum and Echo Managed Services.

Nice Systems recognised as market leader for sixth consecutive year

Nice Systems has been recognised as the speech analytics market leader by DMG Consulting. This is the sixth consecutive year that Nice has been the market share leader based on DMG’s report.

“We’re proud to be recognized as the market leader by DMG Consulting,” said Miki Migdal, President at Nice Enterprise Group. “As the market continues to grow and advance, this reinforces our ability to deliver innovative solutions that help organizations listen and respond to the voice of the customer, as well as learn from customer interactions across touchpoints.”

…And win Speech Technology Excellence Award for Interaction Analytics

Nice Systems is the recipient of a 2014 Speech Technology Excellence Award, presented by TMC Customer magazine, for its Nice Interaction Analytics solution.

The tenth annual Speech Technology Excellence Award honours companies who have demonstrated innovation in speech technology solutions that improve the bottom line for their customers.


Noble Systems celebrates 25 years of innovation and service

Noble Systems is celebrating 25 years of delivering innovative products and services for the contact centre marketplace.

Founded in 1989, Noble Systems began as a small group of contact centre experts who were looking to develop a new system for automating outbound contacts.

“As a call centre owner, I had a goal of helping contact centre agents dial more efficiently,” said James Noble, President and Co-founder at Noble Systems. “I enlisted the aid of my father, James Noble, Sr, and Noble Systems was born. It has been a tremendous experience to watch the evolution of contact centre technologies and to see our organisation emerge as a market leader for unified and best-of-breed point solutions.”

…And receives Frost & Sullivan Market Share Leadership Award

Colin Chave

Noble Systems has received the Frost & Sullivan 2014 Market Share Leadership Award for the North American Outbound Dialling Systems market.

“We’re delighted that Frost & Sullivan has once again recognised Noble Systems with this prestigious award,” said Colin Chave, General Manager of Noble Systems EMEA.


LiveOps supports charity telethon for third year in a row

LiveOps was selected as a call centre provider for MDA Show of Strength Telethon, which aired at the end of August, for the third year in a row.

This fundraising and entertainment event raises money and awareness to support MDA’s mission to help children and adults affected by muscular dystrophy.

“We are immensely grateful for the opportunity to support MDA in the organization’s mission and to our community of independent agents who jumped at the chance to provide services in support of such a worthy cause for the third year running,” said Vasili Triant, Chief Executive Officer at LiveOps.


Firstsource and giffgaff win at Outsourcing Professional Awards

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Firstsource Solutions has announced that its partnership with giffgaff has been awarded both Best Outsourced Customer Service Team and Best Business Process Outsourcing Team at the National Outsourcing Association’s Outsourcing Professional Awards 2014.

“To win two out of the 11 prizes at the industry’s flagship awards event is truly remarkable,” said Iain Regan, Executive Vice President Sales & Marketing at Firstsource. “Our giffgaff team have worked tirelessly to improve the customer experience and it is gratifying that this partnership between two organisations dedicated to innovation and continuous improvement is now acknowledged globally.”


Voice Marketing celebrates 8th birthday

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Eight years ago Voice Marketing started out with one floor, five members of staff and an office space in Woodseats.

Due to a committed workforce and continued determination, Voice now employs 500 people and is known nationally as one of the leading multichannel sales agencies in the UK.

“We couldn’t have achieved all we have without the support and enthusiasm of a great team,” said James Hinchliffe, CEO at Voice. “They are what makes Voice a success and it is their dedication that helps us attract so many big companies to work with us and give a major boost to the Sheffield economy.”


NewVoiceMedia helps SureFlap and Wowcher reach final

NewVoiceMedia’s cloud contact centre technology has helped SureFlap and Wowcher reach the final in the ‘Best eCommerce Customer Service’ category of the eCommerce Awards for Excellence 2014.

Jonathan Gale

Both companies are delivering exceptional in-house customer service with ContactWorld for Service.

“The eCommerce Awards for Excellence celebrates achievement and success in the ecommerce industry, so we are extremely pleased that SureFlap’s commitment to enhancing its customer experience has been recognised by the judges,” said Jonathan Gale, CEO of NewVoiceMedia.


mplsystems secures grant

mplsystems has won a grant from the UK Government’s Technology Strategy Board to accelerate the development of intelligent automated responses for text-based customer service channels, including email, social media, instant messaging and webchat.

Paul White

Key project goals will include blending intelligent automated response for simple text-based customer conversations while identifying and managing more complex interactions requiring assisted service.

“The Technology Strategy Board sees digital services and their enabling technologies as critically important for the development of the connected digital economy within the UK, and serves as a catalyst to help businesses move innovative ideas and technologies closer to market,” said Paul White, CEO at mplsystems. “We look forward to showcasing our capabilities as the programme develops.”


Genesys wins Frost & Sullivan Company of the Year

Paul Segre

Genesys has been awarded the 2014 North American Frost & Sullivan Company of the Year Award for Cloud Customer Contact Solutions.

“This award and the overwhelming customer interest in our Cloud solutions are clear signs of our Cloud leadership,” said Paul Segre, President and CEO of Genesys. “It’s our mission at Genesys to help organisations of all sizes leverage the agility and cost efficiency of the Cloud to unleash the power of great customer experience.”


Vizolution and Santander shortlisted for Best Technical Partnership

Bill Safran

Vizolution and Santander have been jointly shortlisted for the CCA Excellence Awards 2014 in the category of Best Technical Partnership.

“Working with Santander to help them deliver an exceptional customer experience has been a pleasure for us,” said Bill Safran, CEO at Vizolution. “Their unwavering focus on improving each and every element of customer contact includes embracing new technology and we’re delighted that vScreen is now a core part of their credit card process. We are flattered to be a finalist with Santander for this prestigious award.”


Professional Planning Forum celebrates rising standards

Steve Woosey

RSA, Direct Line Group and Tesco Bank Insurance have successfully completed their second year Standards Audit re-assessments – in connection with the Professional Planning Forum – and have been formally recognised by their Assessment Board. Anglian Water, new to the programme this year, has also been formally accredited.

“Congratulations to these members,” said Steve Woosey, CEO of the Planning Forum. “It is inspiring to see the improvements made by the organisations involved.”


Echo Managed Services wins P&Q Challenge best practices award

Echo Managed Services has won a Best Practices Award for its critical self-assessment skills and customer service strategy at the P&Q Challenge’s recent ‘Class of 2014’ showcase event.

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“Going on to receive an award after being tested alongside our peers in the P&Q Challenge ‘Class of 2014’ is a great achievement for the Echo team,” said Karen Banfield, Contact Centre Director at the Echo Managed Services Bristol site. “It gives us the determination to keep on pushing the boundaries in terms of key performance management and quality monitoring disciplines – particularly given today’s fast-evolving digital customer landscape.”

Author: Megan Jones

Published On: 17th Sep 2014 - Last modified: 8th May 2018
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