Winners and Losers – November 2015

This month we bring you news from Netcall, Intelecom, Azzurri, Genesys, Verint, Plantronics and Interactive Intelligence.

Netcall secures milestone contract with Liberty plaform

Netcall has secured a five-year contract with Danwood, a provider of managed print and document-centric services.

The Liberty multichannel contact centre and unified communication solutions will be deployed to enable Danwood to deliver a more consistent and personalised customer experience. The 1,200-seat solution will deliver a range of inbound and outbound enterprise voice, video and instant messaging features.

“This new technology will help to improve key areas of customer satisfaction, making it easier to contact and resolve customers’ issues quickly,” said Rod McCarthy, Group Operations Director at Danwood. “We are already seeing a hugely positive response from our customers to our wider improvement programme and this step-change upgrade in our IT systems will enhance this further.”

“The end-to-end, fully hosted solution will transform the way in which Danwood interacts with its customers and we look forward to working with them,” said Mark Holmes, Director of Sales and Marketing at Netcall. “This announcement represents a milestone for Netcall as it is the largest SaaS contract we have been awarded for our new Liberty platform.”

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Intelecom named as a Challenger in the Gartner 2015 Magic Quadrant

Intelecom has been positioned by Gartner as a Challenger in the Contact Centre as a Service, Western Europe Magic Quadrant report.

Intelecom has attained a large installed base of customers with service capabilities in multiple countries. In the UK, customers include Affinity Water, Capita, Domino’s Pizza and Ombudsman Services.

“We believe Intelecom has appeared in this Gartner Magic Quadrant in recognition of its pioneering work and years of dedication to the contact centre industry,” said Børge Astrup, Managing Director of Intelecom Contact Centre Division. “Our mission is to enable customers to deliver exceptional customer service across multiple channels by unlocking the power of new technology solutions. We will continue to invest in innovation and execute on our product roadmap to help build the next generation customer service environments.”

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Azzurri apprentice named as a finalist in the ITP Apprentice Awards 2015

Leah Goddard at Azzurri Communications has been named as a finalist in the ITP Apprentice Awards 2015.

Leah joined Azzurri on a Level 3 Apprenticeship in IT and Telecoms in August 2013, as part of the ITP Apprenticeship Scheme for SMEs. After studying Computing and IT A levels, she chose the apprenticeship scheme because of its technical focus. She was listed as a finalist and highly commended for the ITP Apprentice of the Year Award for the SME Category.

“I was so amazed to even get to the final stages of the award, as I know there are so many other amazing applicants,” said Leah Goddard. “To get so far really is an honour. Azzurri has been fantastic at giving me opportunities I wouldn’t normally have, and I couldn’t have got this far without all the help and support of the various engineers and managers.”

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Genesys announces 2015 Customer Innovation Awards winners

Genesys has announced the winners of the 10th annual Customer Innovation Awards at its CX event G-Force 2015 in Miami.

The six winners were chosen for their excellence, innovation and results in delivering world-class customer experience using the Genesys Customer Experience Platform.

The regional winners:

• Kaiser Permanente – North America
• RAKBANK – Europe
• Telefônica
• Vivo – Latin America
• Tata Sky – Asia Pacific

The global winners:

• Marks & Spencer for “Most Innovative Global Customer”
• Plated (food delivery service) for “Most Innovative Cloud Customer”

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Verint recognises customer performance at EMEA Conference

Verint Systems has announced the winners of its Engage EMEA Awards, an annual programme that recognises the accomplishments of top-performing customers. The honours were presented during the Engage EMEA customer conference.

The following organisations received awards for exemplary performance in these categories:

• Citizen Engagement: Serco Group
• Digital Engagement: Wheatley Group
• Employee Engagement: Neopost
• Customer Engagement Optimisation: AXA Global Direct
• Enriching Interactions: Capita
• Optimising the Workforce: Doncaster Metropolitan Borough Council

“The pursuit of excellence and the challenge of delivering great customer experience is at the forefront of minds as we at Neopost continue to transform our business from legacy physical to more digital customer solutions,” said Warren Tait, Customer Services Director at Neopost, and winner of the “Employee Engagement” award. “We partnered with Verint and deployed speech analytics to gain actionable insights, helping us to improve business processes and become easier to do business with.”

“Our awards are designed to commend customers for the fantastic work they carry out across a wide range of sectors and disciplines,” said Nick Nonini, Managing Director, EMEA at Verint Enterprise Intelligence Solutions. “We take pride in celebrating their great work, and congratulate all of this year’s category winners and finalists.”

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Plantronics wins at BT Diamond Awards 2015

Plantronics has won the “Best Peripheral Vendor 2015” at the BT Diamond Awards. Voting was carried out by BT customers online and the winners were announced at an award ceremony in London’s Cumberland Hotel.

“We’re honoured to receive the BT Diamond Award, especially with so many other high-profile manufacturers competing with Plantronics for the title,” said Paul Dunne, Head of Channel Sales UK & Ireland at Plantronics. “The award is a real testament to the quality of our products and the hard work put in by the product design team.”

…And win a Soundscape Award at John Connell Awards 2015

The Noise Abatement Society has presented Plantronics with a Soundscape Award at the John Connell Awards 2015.

These annual awards, known as the ‘Noise Oscars’, are now in their 14th year. They acknowledge the importance of the quality of sound in our lives, and champion vital advances in reducing the negative impact of unnecessary noise for the public benefit.

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Interactive Intelligence wins Technology Innovation Award

Interactive has received the Ventana Research 2015 Technology Innovation Award in the Contact Center category.

The company won the award for its PureCloud platform. Features include multichannel routing, speech-enabled interactive voice response, outbound campaign management, quality management, reporting, customer relationship management integrations, and graphical scripting.

…And positioned as a Leader in the Gartner Magic Quadrant

Interactive Intelligence has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Center as a Service, North America.

“We believe this underlines our proven track record in contact center deployments of all kinds,” said Dr. Donald E. Brown, Founder and CEO at Interactive Intelligence. “And as the vendor positioned furthest overall in completeness of vision for cloud customer engagement solutions, we also offer contact centers the kind of future innovation required to make superior service a key competitive differentiator.”