Winners and Losers – November 2013

This month we bring you news from Interactive Intelligence, NewVoiceMedia, Firstsource, Response and PhotoBox.

Interactive Intelligence receives Miercom Certification

Interactive Intelligence has received Miercom’s Performance Verified Certification for their all-in-one IP communications software suite, Customer Interaction Center 4.0, based on its features, scalability, and call-handling/processing capabilities.

“CIC 4.0 showed impressive performance results, processing about 32,000 simultaneous interactions without a hiccup,” said Rob Smithers, CEO of Miercom. “Combined with a wide range of features for both agents and business users, CIC 4.0 has proven to be a reliable and comprehensive communications solution for organizations with up to hundreds of thousands of users.”

…And is shortlisted as a market leader

Interactive Intelligence has scored highest overall in technology assessment measures in Ovum’s Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor report.

The comprehensive report evaluated a total of nine cloud contact centre vendors based on technology assessment, customer sentiment, and market impact measures. Interactive Intelligence scored perfect “10s” in security and administration, and received the highest score in vendor strategy. They also scored highest in depth of multichannel offerings.

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NewVoiceMedia secures position in SVC2UK 100 Club

NewVoiceMedia has secured a position in the Silicon Valley Comes to the UK (SVC2UK) 100 Club. The list has been compiled by a panel of entrepreneurs and investors, and names fewer than 60 businesses that are expected to scale to £100m revenue in the next three to five years.

“To be selected from 1,000 businesses to be part of this initiative is a fantastic achievement and a great privilege,” said Jonathan Gale, NewVoiceMedia. “We are growing significantly ahead of the market and our competition, which is helping us attract the very best people who share our vision of using cloud technology to enhance the customer experience in today’s contact centres.”

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Firstsource wins two National Outsourcing Association awards

Firstsource has won ‘Best Business Process Outsourcing (BPO) Contract’ and ‘Outsourcing Service Provider of the Year’ at this year’s National Outsourcing Association (NOA) Awards. The judges highlighted Firstsource’s innovation, flexibility, transparency and collaborative relationship with clients.

“We take pride in the strength of the relationships with our clients that continue to develop and add real value to their business,” said Iain Regan, Global Head of Sales & Marketing, Firstsource Solutions. “The NOA awards represent recognition by our peers in the industry of best practice in outsourcing. We are therefore delighted to have been awarded two.”

…And Response also win an award

Response has received the Financial Services Outsourcing Project of the Year award in partnership with insurance provider Hiscox. The National Outsourcing Association (NOA) award recognises the strong partnership between the two firms in the outsourcing of Hiscox’s sales and customer service activities for its Direct Commercial business.

“This latest win highlights the great progress we continue to make towards our vision of creating a unique business in the contact centre industry, through the highest levels of employee engagement, enabling true strategic partnerships with our clients,” said Brian Bannatyne, Managing Director of Response.

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PhotoBox make it into the Top 50 Companies for Customer Service

PhotoBox has been voted ‘Best E-Retailer’ and ‘Best Social Pioneers’ in the Top 50 Companies for Customer Service – the UK’s largest independent benchmarking study of customer care. They also scored in the top 10 for ‘Best for e-mails’, the top 5 for webchat and in the top 20 for ‘Best for calls’.

“The team has worked incredibly hard over the last few years to tailor our customer support to the unique and changing expectations of our customers and it’s brilliant for that to be recognised at such a prestigious event,” said Helen Ellis, Customer Experience Director, PhotoBox. “We are also particularly pleased to be named Best Social Pioneers – as this is the future!”