Winners and Losers – February 2015

This month we bring you news from NICE Systems, Interactive Intelligence, Noble Systems and VoltDelta.

NICE ranked among world’s “Most Innovative Companies”

NICE Systems has been named as one of the “Top 10 Most Innovative Companies in Money” in 2015 by Fast Company magazine. This marks the second year in a row in which the company made the publication’s “Most Innovative Companies” issue.

NICE was recognised for its voice biometric technology, which confirms the identity of legitimate customers calling a contact centre and concurrently identifies sophisticated fraud attempts via this channel.

“Innovation is the foundation for the value we bring to our customers. We are continuously innovating in order to help organizations serve people in three critical domains: protecting their money, ensuring their safety, and improving their experience,” said Barak Eilam, CEO at NICE. “We greatly appreciate this recognition, as further proof that the solutions we’re bringing to the market leverage the latest technology in order to have a real impact for our customers.”

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Interactive Intelligence recognised for market share growth

Interactive Intelligence has been recognised with the 2014 EMEA Frost & Sullivan Company of the Year Award, based on an ongoing analysis of the contact centre systems market.

Interactive Intelligence’s end-to-end suite of scalable contact centre capabilities, coupled with flexible deployment options and customer support, earned it a year-on-year market share growth rate of 42.9% in 2014.

“One of the keys to Interactive Intelligence’s success is its tailored, customer-centric approach to sales,” said Nancy Jamison, Frost & Sullivan Research Analyst. “The company ensures that it has the appropriate in-country talent to support the pre-and post-sales processes, and has brought a consultative approach to sales.”

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Noble Systems receives 2015 Product of the Year

Noble CallTech Total Contact has been named as a winner of 2015 CUSTOMER Product of the Year Award.

The solution allows contact centres to recapture productivity lost to the growing use of mobile phones and increased calling regulations.

“With increasing challenges from regulatory bodies and internal productivity pressures, it’s becoming more important for contact centres to utilise effective calling strategies to optimise performance,” said Colin Chave, General Manager EMEA at Noble Systems. “CallTech Total Contact provides the customer intelligence to help contact centres make the most of each contact opportunity.”

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VoltDelta achieves Oracle Validated Integration

VoltDelta has achieved Oracle Validated Integration of its DeltaACD 2.0 Cloud Contact Centre with Oracle Service Cloud.

This integration enables Oracle Service Cloud empowered contact centres to deploy agents supporting voice, email, chat and social media with all handling, management and reporting features consolidated within the Oracle framework.

“Effective multichannel customer care with personalization is now facilitated by merging VoltDelta’s cloud contact centre infrastructure within the Oracle Service Cloud,” said Terry Saeger, SVP and General Manager at VoltDelta. “This integration confirms that contact centres of all sizes can confidently take advantage of real-time CRM intelligence to benefit agents and managers as well as multichannel customers.”