| 06/11/2009 | HTK Horizon enriches the customer experience |
| 02/10/2009 | Japan Airlines delivers dynamic multi-lingual services with Alcatel-Lucent solution |
| 02/10/2009 | Qubee opens up customer care with Interactive Intelligence |
| 02/10/2009 | ntl:Telewest Business launches enhanced hosted contact centre solution… |
| 17/09/2009 | CC EXPO PREVIEW UK Launch of Nexia ESP Simplifies Speech Analytics |
| 17/09/2009 | CC EXPO PREVIEW Transatlantic Translations launches LangCommLingo for tourists, back packers and holiday makers |
| 17/09/2009 | CC EXPO PREVIEW Raya Contact Centre Banking Best Practices |
| 13/08/2009 | Visual IVR can reduce the time of automated transactions by 56 per cent |
| 17/07/2009 | Avaya receives highest rating in report on IVR systems and enterprise voice portals from analysts |
| 24/06/2009 | … and introduces suite of software to manage customer service performance throughout the enterprise - from the executive suite to broadband mobile devices |
| 24/06/2009 | Genesys brings unified communications to the customer service experience with new UC Connect initiative... |
| 12/06/2009 | "Company of the Year' selects Sabio to support its business-critical telephony and call centre infrastructure |
| 12/06/2009 | Australia leads the way for financial services industry to adopt Voice biometrics within contact centres |
| 15/05/2009 | Verizon and Avaya expandeEnterprise VoIP and contact centre capabilities |
| 15/05/2009 | Customer service solutions for tough times webinar |
| 02/04/2009 | npower leverages Impact 360 software from Verint Witness Actionable Solutions to enhance service, support sales and heighten the customer experience |
| 19/03/2009 | TouchStar Call Centre Software expands its own customer support operation |
| 19/03/2009 | RSPB signs Prolog to deliver excellent customer experience… |
| 19/03/2009 | Mobile Phone provider implements next generation workforce optimization from Verint Witness |
| 05/03/2009 | Contact Validation Technology Can Improve UK Call Centre Efficiency by 100% |
| 20/02/2009 | Nectar customers are sweet according to VIRTUATel surveys |
| 20/02/2009 | Banks are missing the opportunity to cement customer relationships through improved service, finds Pegasystems survey |
| 06/02/2009 | Outbound outstands in consumer preference survey |
| 05/02/2009 | TouchStar’s UK contact centre customers benefiting from SIP technology |
| 05/02/2009 | Leading private hire firm to save £1 million following successful implementation of a Sabio Workforce Management solution |
| 05/02/2009 | Most UK call centres are missing out on CTI efficiency gains |
| 05/02/2009 | Survey reveals businesses need new performance metrics to retain customers in current economic downturn |
| 23/01/2009 | BSkyB enhances customer experience with Chordiant |
| 23/01/2009 | Customer Service must Evolve for Competitive Advantage |
| 22/01/2009 | ProtoCall One survey reveals contact centres facing increased pressure to reduce costs in 2009 |
| 09/01/2009 | Sabio identifies key technologies and process optimisation trends that can deliver budget savings during 2009 |
| 05/12/2008 | UK's largest water company doubles the efficiency of its contact centre employee management operation with WFM tool from Sabio |
| 05/12/2008 | New web communication technology enables customers to pay bills quickly and securely |
| 27/11/2008 | … while Virgin Media TV improves service with Hornbill SupportWorks |
| 27/11/2008 | Contact centres not measuring performance in the way that board level execs need |
| 07/11/2008 | Noetica launches script-aware predictive dialer for web-based customer interaction management |
| 30/10/2008 | Profits could prove elusive for the on-demand CRM model |
| 17/10/2008 | Experian’s CreditExpert helps consumers tackle credit crunch online thanks to transversal |
| 09/10/2008 | Jacada simplifies Kabel Deutschland customer service for 9m German Triple Play users |
| 26/09/2008 | TouchStar’s UK Customers to Benefit from Next Generation Contact Centre Technology |
| 18/09/2008 | Technology that talks your customers’ language |
| 18/09/2008 | Customer experience boost and efficiency gains at Severn Trent thanks to Qire |
| 11/09/2008 | New biometric voice verification solution helps contact centre operators combat identity fraud |
| 05/09/2008 | CallScripter Hosted goes global |
| 05/09/2008 | Agent Sensei, the call centre innovation from SKS inspired by research at Expo 07 |
| 05/09/2008 | ASC to show new quality monitoring solution at Call Centre Expo |
| 13/08/2008 | IT proves biggest frustration for contact centre agents |
| 24/07/2008 | Ever Ready Mortar cements contact centre success with Rostrvm Solutions |
| 17/07/2008 | 61% of call centre agents want better systems for managing calls |
| 10/07/2008 | Flying Brands selects Sabio to manage migration to next generation communications platform |
| 10/07/2008 | Catalogue giant decreases debt provisioning and recoupment costs with new interactive messaging technology |
| 03/07/2008 | Jacada urges companies using Contact Centres to consider the quality of their customer interactions, not just the quantity |
| 03/07/2008 | New research reveals over 50 per cent of contact centres don't have technology to personalise customer service |
| 20/06/2008 | Majority still unaware of service desk software-as-a-service |
| 05/06/2008 | UK Consumers demand secure speaker verification from telcos and banks... |
| 23/05/2008 | Monitronics implements Workforce Management software from Verint Witness Actionable Solutions |
| 08/05/2008 | Noetica aims to capitalise on growing Spanish contact centre market |
| 24/04/2008 | Orange selects Chordiant Cx to improve customer retention and increase revenues |
| 23/04/2008 | 2008 tipped to be inflection point for Voice-XML-based IVR |
| 18/04/2008 | Retail banks continue to invest in WFO software to enhance workforce performance and the customer experience |
| 17/04/2008 | Global insurers’ focus on customer service fuels CRM boom |
| 03/04/2008 | Vivantio helps Hays Specialist Recruitment boost productivity and eliminate customer service paper trail |
| 28/03/2008 | GN celebrates success of ‘Jabra Freedom’ incentive pro-gramme one year on |
| 28/03/2008 | Cable&Wireless QueueBuster comes up roses for Interflora contact centre at Christmas |
| 28/03/2008 | Towergate partnership selects Hornbill’s Supportworks ITSM for centralized service desk |
| 20/03/2008 | Cable&Wireless QueueBuster comes up roses for Interflora contact centre at Christmas |
| 19/03/2008 | Microsoft makes equity investment in Aspect to bring Microsoft's unified communications and voice platform to contact centres worldwide |
| 19/03/2008 | Barclays extends investment in Verint Systems Software |
| 14/03/2008 | Prudential UK goes global with Exony solution |
| 06/03/2008 | Verint Witness actionable solutions announces continued uptake in workforce optimisation customer sites |
| 06/03/2008 | Vodafone Ireland selects VoiceObjects for key customer care initiative |
| 06/03/2008 | Retail banks' spend on Business Intelligence technology expected to reach USD$9bn by 2012 |
| 21/02/2008 | Petition to 10 Downing Street pushes for designated department for business continuity management |
| 21/02/2008 | Inadequate skills and insufficient staff lead to IT-related issues, according to non-profit IT Association Report |
| 08/02/2008 | … but our use of computers to seek sexual thrills drives innovation |
| 08/02/2008 | Precious few businesses take IT technology seriously at board-level |
| 01/02/2008 | Dutch customer service market leader leverages VoIP to create competitive edge |
| 01/02/2008 | Major financial institution signs global contract with Cybertech for voice recording solution |
| 23/01/2008 | Space Kitchens boost call centre efficiency with CRM system from K3 |
| 11/01/2008 | Latest contact centre innovations show that planning makes the difference |
| 11/01/2008 | Northern Ireland Electricity turns to Eckoh to automate power outage call handling |
| 07/12/2007 | If I email you today will you know who I am when I phone tomorrow? |
| 07/12/2007 | Verint Witness launches next-generation, unified workforce optimisation suite |
| 07/12/2007 | KPN introduces on-demand contact centre in Benelux based on CosmoCom platform |
| 07/12/2007 | Tis the season to relieve the customer service burden on retail and logistics firms |
| 30/11/2007 | Why technology is key to delivering exceptional service |
| 29/11/2007 | Noetica celebrates 10 years of pioneering contact centre technology |
| 29/11/2007 | Virgin Media Dials Up the Right Numbers with KXEN |
| 23/11/2007 | Would your customers change supplier because of one bad customer experience? |
| 16/11/2007 | What does an Exceptional Customer Experience look like? |
| 14/11/2007 | Jacada signs contract with O2 UK |
| 12/11/2007 | Why Brits are happier with call centres than the French (but not as happy as the Germans) |
| 11/11/2007 | DVLA provides efficient customer service using Avaya Contact Centre Solutions |
| 11/11/2007 | Convergys helps clients gain strategic advantage with a new relationship management approach |
| 02/11/2007 | Optimised customer service “a key priority to improving the customer experience” finds study |
| 02/11/2007 | CRM , multimedia and IP set to attract most investment from contact centres in the next two years |
| 18/10/2007 | ASC wins communications recording contract for airports in Argentina |
| 18/10/2007 | Jacada cashes in on continued success in casino entertainment industry |
| 18/10/2007 | Businesses let down by traditional CRM, finds survey |
| 11/10/2007 | Central Hudson Gas & Electric selects Jacada |
| 07/10/2007 | Amcat partners with Gryphon to provide complete compliance solution |
| 07/10/2007 | eGain adds multilingual capability to its customer service software and commits to pan-European expansion |
| 07/10/2007 | Britannia rolls out QueueBuster to Bristol contact centre |
| 27/09/2007 | Gentoo Group chooses plasmanet to engage customer service agents |
| 20/09/2007 | MTN to enhance customer experience with unified multichannel customer service |
| 19/09/2007 | Long queues and touch tone menus send consumers crazy |
| 06/09/2007 | European users enthusiastic for Enterprise 2.0, converging IT and communications strategies, and green IT, finds IDC |
| 06/09/2007 | New automated voice technology optimises productivity and eliminates financial need to offshore |
| 31/08/2007 | O2 selects Insight Now to deliver instant staff and customer feedback |
| 24/08/2007 | Contact centre software team heads for Infinity |
| 24/08/2007 | Report reveals top vendors in the customer relationship management solutions market |
| 17/08/2007 | Aspect Software and OpenSpan partner to extend quality management across the enterprise |
| 17/08/2007 | WFO solution to provide global cruise line with comprehensive overview of its contact centre performance |
| 09/08/2007 | Only half of contact centres measure customer satisfaction |
| 09/08/2007 | Jacada signs material contract with North American utility provider |
| 09/08/2007 | Exony expands to deliver contact centre measure and manage capabilities for financial services |
| 09/08/2007 | The seven key areas driving the development Workforce Optimisation |
| 03/08/2007 | UK tour operator First Choice enhances customer service with Verint Witness Actionable Solutions’ Impact 360 Software |
| 03/08/2007 | Fineco transforms customer service with Genesys Dynamic Contact Centre |
| 03/08/2007 | Revealing the hidden truths within contact centre conversations |
| 03/08/2007 | Is quality management failing the contact centre industry? |
| 12/07/2007 | Sabio research identifies seven key technologies for effective First Contact Resolution |
| 12/07/2007 | Garlands wins the 'Orange Best Use of Technology in Business' Award for the North East |
| 12/07/2007 | Customer service and unified communications are top pain points for UK businesses |
| 05/07/2007 | Nexus IS and Exony partner to deliver “Measure and Manage” capabilities for virtual contact centers |
| 05/07/2007 | Dyson: Awarding winning customer care |
| 05/07/2007 | Millions lost because of missing link between CRM and contact centres |
| 29/06/2007 | Winners of the Customer Service Awards Ireland 2007 Announced |
| 29/06/2007 | Vertex aims to improve customer experience with ResponseTek |
| 29/06/2007 | Genesys “Voice Idol” competition demonstrates how speech applications can improve the customer experience |
| 21/06/2007 | rostrvm provides inbound/outbound solution for 45 Dixon Motor Group dealerships |
| 21/06/2007 | Ladbrokes transforms customer service with Genesys Dynamic contact centre |
| 07/06/2007 | Sabio strengthens consultancy team to support workforce optimisation business growth |
| 31/05/2007 | Aspect aims to deliver integrated speech analytics through CallMiner partnership |
| 31/05/2007 | RICS buys TeleWare solution for its contact centre |
| 31/05/2007 | Technology-cooperation for the automated analysis of calls in call centres |
| 11/05/2007 | Outsourced contact centre chooses Amcat to automate results-driven campaigns and boost productivity by 100% |
| 03/05/2007 | Left your IPod at home? UK Call centres can help entertain you |
| 03/05/2007 | Global consumer study reveals that customer service remains crucial to profitability |
| 18/04/2007 | JJB Sports selects Amcat technology to manage inbound call handling |
| 29/03/2007 | Datapoint deal good news for Avaya |
| 21/03/2007 | Sony answers Playstation 3 customer enquiries with Transversal |
| 21/03/2007 | … while convergence drives improvements |
| 15/03/2007 | Scottishpower boosts online billing and customer service growth |
| 08/03/2007 | Autonet Insurance dramatically increases its sales with |
| 08/03/2007 | O2 UK chooses Martin Dawes Systems to transform customer care & marketing system |
| 08/03/2007 | Royal Albert Hall selects Sabio to deliver strategic consultancy for major customer contact project |
| 08/03/2007 | Capgemini España improves efficiency and customer service with IP |
| 22/02/2007 | Real time customer feedback could be the key to improving UK customer service |
| 22/02/2007 | Garlands Call Centres selects contact recording and speech analytics software from QPC for company-wide roll out |
| 15/02/2007 | Verint and Witness Systems combine to deliver new vision for the customer-centric enterprise |
| 08/02/2007 | Technology helps employers boost workforce skills |
| 08/02/2007 | Jacada forms joint marketing agreement with Avaya to streamline agent desktops |
| 08/02/2007 | “Bringing sales and marketing together” — FrontRange TfM survey highlights importance of close integration |
| 01/02/2007 | Business issues, not technology, are the drivers for the industry in 2007 |
| 25/01/2007 | Sabio delivers innovative speech solution for Homeserve Claims Management |
| 25/01/2007 | UK workforce wants more flexible working and ntl:Telewest Business calls for companies to bring about the ‘death of distance’ |
| 17/01/2007 | NICE and Telstra partner to deliver new insights for Australian contact |
| 17/01/2007 | Yorkshire Building Society selects eGain for enterprise-wide knowledge management and knowledge-enabled service to 1.25 million clients |
| 17/01/2007 | Financial services sector bucks UK trend and cuts call centre queues |
| 11/01/2007 | Littlewoods Shop Direct Group implements Impact 360 workforce management solution |
| 11/01/2007 | Chip and PIN support efficiency boosted by improved resource management |
| 11/01/2007 | Swinton insurance looks to extract insight from 34million calls a year with NICE |
| 11/01/2007 | Sabio identifies top 5 technology trends for 2007 |
| 04/01/2007 | Capita selects Jacada unified desktop in quest for the best |
| 04/01/2007 | 4C Consulting selects eGain as partner of choice to deliver customer experience solutions |
| 04/01/2007 | Telecom 3 to boost customer care with Amcat |
| 04/01/2007 | The future of call centres can be found in Leipzig |
| 18/12/2006 | The AA Benefits from Call Recording and Training Efficiencies, Saving Time and Money with Witness Systems’ E-Learning and Call Recording Solutions |
| 18/12/2006 | Netcall helps Father Christmas bring cheer to children all over the world |
| 17/11/2006 | Datapoint signs distributor agreement with Jacada |
| 17/11/2006 | Capscan ensures Rail Europe reaches its destination with accurate address data capture |
| 17/11/2006 | IT gets the blame for customer service problems |
| 17/11/2006 | Contact centres see importance of sharing data |
| 13/11/2006 | Node4 deploys IP call recording from Witness for Motorpoint |
| 13/11/2006 | UK contact centres struggle with burden of getting data out of mainframes |
| 03/11/2006 | Countrywide Skips selects Amcat software for inbound CRM and outbound B2B telesales |
| 03/11/2006 | Homeserve GB makes major investment in customer contact management improvement programme |
| 26/10/2006 | KarstadtQuelle’s mail order division selects Jacada for unified customer service desktop |
| 17/10/2006 | Witness Systems drives workforce optimisation into the enterprise with strategic acquisitions |
| 17/10/2006 | Vue Cinemas chooses Eckoh for speech rec and contact centre for movie goers |
| 04/10/2006 | Speech is here — and there is an event to prove it |
| 04/10/2006 | EXPO NEWS SPECIAL Dedicated operational management info solution launched |
| 04/10/2006 | EXPO NEWS SPECIAL Redstone showcases intelligent step change solutions for performance |
| 04/10/2006 | EXPO NEWS SPECIAL Aspect celebrates birthday: one year old, 30 years wise |
| 04/10/2006 | EXPO NEWS SPECIAL Genesys Customer Contact Centre Maturity Model breaks down the walls of the contact |
| 04/10/2006 | EXPO NEWS SPECIAL Businesses still treat all customers the same, finds Call Centre Expo Survey |
| 21/09/2006 | Contact Leeds celebrates contact centre success |
| 14/09/2006 | Automated call assistance for agents cuts handling times by 30 per cent |
| 01/09/2006 | Tiscali selects RightNow to deliver enhanced customer experience |
| 24/08/2006 | A new generation of on-demand customer interaction solutions |
| 24/08/2006 | Britannia rolls out QueueBuster after successful pilot |
| 24/08/2006 | Five Ways to Deliver Effective Customer Service |
| 11/08/2006 | EDF Energy selects Verint ULTRA to enhance customer service across six contact centres |
| 11/08/2006 | Witness Systems delivers enhancements, drives down total cost of ownership for IP recording |
| 11/08/2006 | European Home Retail plc selects Sabio to design and implement major contact centre |
| 04/08/2006 | Witness surpasses 1000th call recording implementation milestone with Cisco Systems and receives “positive” rating from Gartner |
| 20/07/2006 | ACTIVA’S SMARTCONTACT CENTRE TO HELP VERTEX EMBRACE CLIENT BRAND VALUES IN THEIR OUTSOURCED CONTACT CENTRES |
| 12/07/2006 | Starwood Hotels moves to Avaya IP to improve customer service at its new global HQ contact centre in Ireland |
| 11/07/2006 | The search is on for the voice of the predictive dialler |
| 06/07/2006 | Small businesses fail to keep pace with technology |
| 30/06/2006 | Sabio focuses on application integration to help contact centres 'Detox their Desktops' |
| 30/06/2006 | eGain expands into continental Europe |
| 22/06/2006 | Launch of new Workforce Optimisation initiative to help contact centres optimise agent productivity |
| 22/06/2006 | Eckoh’s speech automation maximizes fund raising for UNICEF during Soccer Aid |
| 15/06/2006 | Eurostar selects GMT Planet to drive contact centre performance |
| 07/06/2006 | Call centre surveillance trained on police |
| 02/06/2006 | Growth in fundraising supported by synTelate |
| 02/06/2006 | Aspect helps Oceans Connect improve call quality |
| 25/05/2006 | National Britannia selects Capscan to speed up accident reports at the contact centre |
| 25/05/2006 | Fire detection is better than fighting fires |
| 25/05/2006 | Call recording boom thanks to Orange dealers |
| 17/05/2006 | Microsoft edges ever-deeper in to contact centre realm with two major wins |
| 27/04/2006 | Sabio launches contact centre consultancy service to support implementation of best practice WFO solutions… |
| 20/04/2006 | Sabio to deploy predictive dialler into Conduit's virtual contact centre network |
| 20/04/2006 | synTelate® v3.0 Shows the Way to Enhanced Customer Contact |
| 13/04/2006 | IT remains the black hole of the balance sheet for UK companies |
| 23/03/2006 | Survey finds leveraging existing contact centre investment is critical to IP telephony adoption in customer service |
| 16/03/2006 | IT — the next ten years |
| 23/02/2006 | FC Barcelona installs Genesys Express Multimedia Solution to handle interactions with members and fans |