Movers and Shakers – September 2015

This month we bring you news from Call Centre Helper, Verint, LiveOps, Syntec, Touchbase UC Limited, Nexidia, VoltDelta and Forum Events.

Verint acquires Telligent

Verint Systems has extended its customer engagement optimisation portfolio with the acquisition of Telligent, a provider of software for customer support and digital marketing communities.

As a result, organisations can provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities.

“We are delighted to welcome Telligent to the Verint family and to offer our customers the added value that communities bring to our customer engagement optimisation portfolio,” said Elan Moriah, President at Verint. “This acquisition extends our offering and introduces a host of advanced capabilities that will enable us to offer an even more comprehensive solution to help our customers address digital transformation, social selling and customer self-service head on.”

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LiveOps announces new appointments

LiveOps has announced two senior management promotions.

Jeff Thompson has been promoted to Chief Technology Officer and Senior Vice President of Engineering, and Ryan Proudfoot has been promoted to Vice President of Product Management.

Thompson will spearhead global software design and development efforts, while Proudfoot will direct the product teams and drive innovation in LiveOps’ product line.

“Jeff has long been a technological innovator and Ryan has a fantastic understanding of the customer experience and how that impacts product development,” said Vasili Triant, CEO of LiveOps. “The combination of their innovative spirits, experience and energy will make huge impacts.”

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Syntec reaps rewards of rebranding

Syntec has enjoyed a record period of new business from new and existing customers since completing its rebranding from Syntec Telecom in 2014.

Syntec’s solutions now fall under four product lines:

• AgentCall – ‘cloud contact centre management solutions’
• CardEasy – PCI compliant ‘keypad payment by phone’
• ResponseTrack – tracking & analytics ‘measures your marketing’
• Syntec Telecom – ‘network-level innovation’

New contracts in the last year have been with customers spanning a diverse range of sectors including e-commerce, financial services, travel, utilities, insurance, consumer goods and services, outsourcers, and even other telecoms providers.

“Our rebranding 12 months ago symbolised the migration of the business into a full suite of integrated telecoms and proprietary systems for contact centre management,” said Colin Westlake, Managing Director at Syntec. “Our combination of network-level and cloud solutions is proving to be a winning formula, with organisations both large and small making the move from ‘on-premise’ to more flexible, multi-tenanted hosted services”.

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Call Centre Helper Features Editor takes part in Great North Run

Megan Jones, Features Editor for Call Centre Helper, took part in the Great North Run on Sunday 13th September. Despite suffering from a knee injury, she completed the race in just over 3 hours.

She signed up for the event in memory of her Grandad who died of a lung condition, and has so far raised over £700 (including gift aid) for the British Lung Foundation.

Click here if you would like to make a donation

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Touchbase UC Limited changes its name to Natilik

Touchbase UC Limited has announced a number of significant changes to support its plans for continued growth; these include changing its name to Natilik, a major rebrand, and international expansion with new offices opening in both New York and Sydney.

The Natilik name is inspired from the group of people who helped Roald Amundsen achieve something truly amazing in conquering the South Pole – his confident guide. It captures the ethos and purpose of Natilik, acting as the confident guide for their clients in the world of IT and communications.

“As we planned for the next five years of growth, it was key that we took the final step to establish our own brand that is a true representation of how we operate and the role we play with our clients”, said Mike Danson, Chief Executive Officer, Natilik.

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Frost & Sullivan honours Nexidia for customer experience

Based on its recent analysis of the customer interaction analytics market, Frost & Sullivan has recognised Nexidia with the 2015 North American Frost & Sullivan New Product Innovation Award for its Nexidia Interaction Analytics solution.

The solution delivers scalability and significant reduction in the search time taken to analyse unstructured forms of data, such as audio, SMS, social media, chat, email, and surveys. Supporting parallel processing capability in a distributed architecture, the solution enables organisations to gather desired query results more efficiently than competing solutions.

“The Nexidia Interaction Analytics solution’s innovative architecture is built on the Nexidia Search Grid, a MapReduce-style framework that offers fully distributable and scalable processing,” said Swapnadeep Nayak, Frost & Sullivan Industry Analyst. “This architecture creates a single hosting environment that can handle massive amounts of data and is 50 times more scalable than the alternatives. In fact, some of Nexidia’s largest customers are each ingesting more than 100,000 hours of audio a day and are retaining over a year’s worth of calls for analysis.”

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CRMXchange interviews VoltDelta’s Ben Miller

VoltDelta has announced that Ben Miller, Senior Vice President, Sales for the Americas, was interviewed by CRMXchange as part of its Executive Interview series.

These exclusive interviews cover a broad range of CRM-focused topics. Leaders from select organisations are asked to provide insights into successful operations and best practices.

In this CRMXchange interview, Ben Miller focused on VoltDelta’s partnership with Oracle in applying WebRTC as a foundation for delivering enhanced contact centre services such as click to video call.

“Consumers can now click from their mobile device and view the agent they are speaking to or chatting with online,” said Ben Miller. “VoltDelta’s seamless integration with the Oracle Service Cloud brings together the contact intelligence and knowledge base maintained in a robust CRM system with multichannel distribution.”

You can read the interview here

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Katie Houghton joins Forum Events marketing team

Forum Events has announced the move of Katie Houghton, who will be taking on the role as Head of Marketing within the Forum Events marketing team, reporting directly to Forum Managing Director, Sarah Hendy.

This role will now be incorporated into marketing plans moving forwards, as the wider marketing strategy is created and managed by all within the marketing team.

Forum has seen many changes in 2015. With a new brand logo and launch of a fresh new website, these have contributed to enhancing the face of Forum Event’s offerings and highlighted the rate of progression moving forwards.

“Katie joins us to head up the marketing team, working alongside the event sales team to ensure our marketing strategy ever evolves for the wider outlook on events and media platforms,” said Sarah Hendy, Managing Director.