Winners and Losers – July 2014

This month we bring you news from mplsystems, Interactive Intelligence, Aspect Software, NewVoiceMedia, HGS and Webhelp UK.

NewVoiceMedia wins Product of the Year award

NewVoiceMedia’s ContactWorld for Service solution has been awarded the 2014 Communications Solutions Product of the Year Award by TMC.

“Today, delivering quality customer service is what puts successful companies ahead of the competition,”  said Jonathan Gale, CEO of NewVoiceMedia. “Our team is dedicated to providing customer service reps with the most effective tools that increase customer acquisition and loyalty, and we are honoured that TMC recognises our innovative ContactWorld for Service solution”.

And… Announces CEO as finalist at Investor AllStars Awards 2014

Jonathan Gale, CEO of NewVoiceMedia, has been selected as a finalist in the ‘Male Entrepreneur of the Year’ category of the Investor AllStars Awards 2014.

The Male Entrepreneur of the Year Award acknowledges stand-out European entrepreneurs and their significant impact over the last year through their contribution to the economy, business growth and leadership excellence.

“I’m delighted to have been shortlisted,”  said Jonathan Gale. “I’ve been very fortunate in leading an incredibly dedicated and talented team, all of whom have played a core role in the success and rapid growth of our business.”

The winners will be announced at a ceremony in London on 24th September 2014.

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HGS wins ‘Best Contact Centre’ second year in a row

HGS has defended its ‘Best Contact Centre’ title at the 2014 EMEA finals (Europe, Middle East and Africa) of the Contact Centre World Awards.

“We are extremely thrilled to have won this award for the second consecutive year now,”  said Les Blacker, Director for Operations at HGS Europe. “This win is testament to the strength of our retention program. It is also further proof of the soundness of our employee engagement strategy, which is boosting productivity and creating top line impact for our business.”

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Webhelp site nominated for top industry award

Webhelp UK’s Rothesay site has been shortlisted for a top industry award at the UK Customer Experience Awards, due to take place in September.

They have been recognised for Best Customer Experience in the Small Contact Centre category for their ‘212 Experience’ – which seeks to deliver an extra degree of effort and considers customer service as an attitude, not a department.

“Webhelp is internationally renowned for its innovative approach to customer experience management and this is largely down to the quality of our teams,”  said Mike Purvis, Sales & Marketing Director at Webhelp UK. “The 212 Experience is an excellent example of how our people make the difference and the Rothesay team are a very deserving recipient of this nomination.”

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mplsystems listed in Gartner report

mplsystems has been listed in the market overview section of Gartner’s new CRM Customer Engagement Centre report.

They have also appeared in the vendor categories for both the Web Customer Self-Service and Field Service Management sections of Gartner’s 2014 CRM Vendor Guide.

“Our disruptive technology is revolutionising the traditional marketplace, and we believe this further acknowledgement from Gartner confirms it,” said Paul White, CEO at mplsystems. “intelligentDesktops give agents a single view of all customer data from across organisations while managing interactions from any channel – providing massive efficiency savings and Customer Experience gains. What really sets this technology apart, however, is that organisations can rapidly create their own desktops exactly as they need them.”

The listings follows the recent validation of mplsystems’ intelligentContact offering in Call Centre Helper’s 2014 Contact Centre Technology Awards.

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Interactive Intelligence positioned in the Leaders quadrant

Interactive Intelligence has been positioned by Gartner in the Leaders quadrant of its 2014 Magic Quadrant for Contact Centre Infrastructure report – for the sixth consecutive year.

“We believe that our consistent placement in Gartner’s Leaders Quadrant is because we’re always looking ahead to what kind of technology innovation will give customers more value,”  said Dr. Donald E. Brown, Founder and CEO at Interactive Intelligence. “Today, we see this next innovation as a result of using the cloud and hybrid solutions in entirely new ways to give organizations unprecedented speed of deployment, scalability, reliability, and unique functionality to more positively engage their customers.”

And… Gives BidPal a Customer Experience Makeover

BidPal – a fundraising technology company – has won an Interactive Intelligence Customer Experience Makeover Contest: Contact Centre Style.

They will receive a no-charge makeover of their contact centre technologies, equipment and facilities, which will include Interactive Intelligence cloud contact centre technology, along with sponsor-provided phones.

“The cool thing about this makeover is that not only do we get to set up a company with a contact centre that can really make a difference, but we’ll document pre-makeover metrics so other centres can see exactly what made the difference and why,”  said Tim Passios, Vice President of Solutions Marketing at Interactive Intelligence.

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Aspect Software strengthens position in Gartner report

Aspect Software has been recognised with a ‘Strong Positive’ Leadership position in Gartner’s IVR Marketscope report – a step up from last year’s ‘Positive’ position.

The new position highlights the company’s recent transformation, as well as the size and breadth of their solution portfolio.

Gartner also recognises the successful growth in Aspect’s cloud and managed services business, due to the strategic investments made over the past 18 months.