March 05, 2014
Announcements / Press Releases
Announcements / Press Releases
Inbound Call Experts (ICE) Deploys Support.com’s Nexus® Service Platform
Nexus Service Platform powers ICE’s technology sales & support for consumers with connected devices
Redwood City, CA – Support.com, Inc. (NASDAQ: SPRT), a leading provider of cloud-based technology services and software, announced that Inbound Call Experts (ICE) has deployed Support.com’s Nexus Service Platform to power its premium technology sales and support for consumer connected devices. The Nexus Service Platform will enable ICE to deliver the full support lifecycle, including customer onboarding and ongoing enablement as well as traditional issue resolution while providing a seamless sales and service experience for both the customers and support agents.
“The Nexus Service Platform will enable us to deliver a world-class customer experience with key features such as automated workflow for agents, remote support, and rich real-time analytics. Nexus provides our customers with an improved experience while providing us with a next generation platform to continue our growth” said Scott Grushoff, Senior Vice President of Operations, Inbound Call Experts. “We are a leader in converting phone leads into revenue for our Partners, and we wanted to work with the leading technology support platform.”
At ICE, the Nexus Service Platform replaces several third-party applications with one powerful user friendly environment. The cloud-based Nexus Service Platform enables groundbreaking levels of automation and analytics that radically improve customer experience and operational performance. Nexus is used in service delivery for 3 of the top 5 cable companies in North America, many of the top US retailers with consumer tech support programs, and other leading brands in software and connected technology. Nexus’ flexible architecture means that companies can take advantage of additional functionality as their business requirements change, and can add in additional analytics, marketing and subscription management, and additional apps to resolve issues.
Through its “Advanced Tech Support” brand, Inbound Call Experts has hundreds of US-based agents that provide premium technology sales and support for partners in security software, PC Optimization, and PC Utility Tools. Founded in 2011 and based in Boca Raton, Florida, ICE is dedicated to ensuring that its clients are monetizing their online traffic and getting the highest return on their marketing spend while keeping customer satisfaction as its highest priority.
“We are dedicated to providing the best technology support platform for a connected world” said Rich Matta, Senior Vice President and General Manager, SaaS. “We have been great admirers of ICE’s phenomenal growth over the last two years and I’m delighted that they’ve selected Nexus as the platform on which to continue to expand their business.”
Nexus Service Platform Overview
Key features of the Nexus Service Platform include:
• Automated Workflow: Nexus is the only software to provide patent-pending workflow automation that codifies the best practices of your highest-performing techs and ensures compliance with standard operating procedures (SOPs).
• Remote Support: Support.com is the leader in remote tech support technology, powering support programs for many of the country’s leading brands and providing the data and tools needed to manage programs at scale.
• Data and Analytics: Nexus’ leading-edge data architecture brings Big Data to technology support, and includes built-in analytic capabilities, capturing business insights from rich data captured during service delivery.
• Comprehensive Premium Support: Nexus Revenue enables custom-branded, turnkey premium technology support programs to drive recurring revenue streams, execute ecommerce transactions, and manage subscriptions.
• End User Apps: drive a seamless subscriber experience with mobile, desktop and networking apps for end users.
For more information on how to experience Nexus, learn more at www.support.com.
Genesys Delivers Record Growth and Innovation in 2013
2013 Marks the Second Consecutive Year of Double Digit Growth,
With Over $740 Million in Revenue and Over $200 Million in EBIT
DALY CITY, CA, — Genesys (www.genesys.com), a leading provider of customer experience and contact center solutions, announced record performance for 2013. In its second year as an independent company, Genesys achieved record growth, with 2013 revenue surpassing $740 million (representing over 20 percent annual growth) and EBIT surpassing $200 million (representing over 15 percent annual growth). In addition, the company expanded its cloud-based offerings through award winning customer experience solutions and strategic investments. Genesys generated over 20 percent of its revenue from its cloud-based solutions and is now one of the largest cloud players in its industry.
The company received industry-wide recognition for its technology innovation and customer experience leadership throughout 2013. Frost & Sullivan named Genesys the “Company of the Year for North America,” noting the company’s creative roadmap, improved services offerings and promising cloud strategy. Gartner rated Genesys a leader in its Magic Quadrant for Contact Center Infrastructure, a challenger in its Magic Quadrant for Contact Center Workforce Optimization, and awarded Genesys with a strong positive rating in its MarketScope report for IVR Systems and Enterprise Voice Portals. In addition, IDC named Genesys an Asia-Pacific contact center market-leader, and SpeechTEK Magazine awarded Genesys as its 2013 Speech Analytics Market Leader.
Voxbone Helps Wengo with International Expansion
of its Telephone Expert Advice Service
Leading European Provider of Expert Phone Advice
and Part of the Vivendi Group Relies on Voxbone Inbound Service Numbers
BRUSSELS – Voxbone announced that Wengo, provider of telephone expert advice, has selected Voxbone’s inbound service numbers to quickly expand its services internationally while cutting costs by consolidating existing service with Voxbone.
Wengo is a subsidiary of Vivendi, the French mass media and telecommunications company that owns the Universal Music Group, French mobile operator SFR and TV channel Canal+. Wengo’s consultancy services are available in France, Germany, Spain and Portugal. Its decentralized group of experts delivers immediate help and advice over the phone, by online chat or video conferencing in various domains such as Finance, Healthcare, Career or Legal Advice.
Voxbone is a licensed provider of PSTN telephone services in 50 countries. Calls to service numbers operated by Voxbone in all of these countries are delivered over Voxbone’s global private VoIP backbone to the customer anywhere in the world. Voxbone is the only service provider of its kind with telecommunication licenses, self-owned number ranges and local network infrastructure ensuring the best possible quality of service.
Choosing Voxbone enables Wengo to achieve considerable savings in overhead costs by consolidating its telecommunications infrastructure in all the countries in which it operates. Further, Voxbone’s unique business model – in which customers no longer pay per-minute charges for international transport of calls – allows Wengo to save even more without compromising on quality of service. In addition, Wengo can open new service numbers in new countries, with just a couple of mouse clicks.
“We are excited to add Wengo to our rapidly growing base of customers active in the contact center business,” said Voxbone CEO Itay Rosenfeld. “Having a high-profile company such as Wengo relying on Voxbone for something as critical as its service numbers confirms that our unique business model matches the needs of the contact centers that have stringent quality-of-service requirements.”
“Voxbone is a perfect match for a company like ours,” said Alain Delhaye, CTO at Wengo. “Telephone access to our expert advice service now costs considerably less in terms of vendor management as well as in telecom expenditure. It allows us to focus on where we can make a difference: innovation of our services and geographical expansion.”
Wengo is the latest addition to Voxbone’s growing customer base in the contact center industry, including LiveOPS, Contactual, inContact, Telax and many more.
For more information, visit www.voxbone.com
CallFire Launches New Platform with Improved UI and Navigation, New Developer Tools and Better Billing Plans
Enhancements Have Helped Drive 100 Percent Growth in 2013, Pushing CallFire Over 200,000 Customer and 200 Million-Campaign Mark
Santa Monica, Calif., -- CallFire, the cloud-based text and voice platform that enables businesses to reach customers directly, officially launched the its new Cv3 Platform, designed to improve outbound communication through enhanced design and content. The Cv3 Platform, rolled out in beta earlier this year, includes significant interface and navigation upgrades, as well as updated billing features, and has helped amplify CallFire’s growth to over 200,000 brands and 200 million voice and text campaigns.
“Companies are increasingly looking at voice and text as the obvious way to automate business processes and communicate everything from marketing messages to logistics with customers and other audiences, and this adoption shows no sign of slowing down,” said Dinesh Ravishanker, CEO of CallFire. “A key priority for any customer is getting up and running quickly and cost effectively, and our new customizable platform makes this easier than ever.”
The enhanced platform allows clients to set up and launch campaigns via mobile devices, as well as access a variety of new text and calling templates.
Leveraging the Twitter Bootstrap Framework, the CallFire Cv3 Platform enhancements include:
· New UI and Improved Navigation:
o Responsive UI, enabling CallFire customers to view and interact with interface from multiple desktop and mobile devices
o Improved user error recovery, providing better feedback and preventing user errors whenever possible
o Content specific filters based on actions customers take on the CallFire Platform (e.g. Voice vs. text vs. Call tracking services)
· New Developer Tools:
o Full SOAP & REST API support, enabling developers to easily integrate with CallFire solutions to build new text and voice enabled applications
o New API that supports IVR (interactive voice recognition) via a state machine -- the only solution on the market to provide this level of support
o PHP Toolkit with detailed documentation and sample codes, enabling all levels of developers get up and running on the CallFire system quickly and easily
· New Billing Plans:
o CallFire now offers new subscription billing plans to simplify pricing and offer regular customers greater value (note: Pay as You Go plans still in place, offering each customer choice around how they want to pay for CallFire solutions)
· Updated Rich and Static Site Content, including a comprehensive Site Tutorial
· Additional Platform Upgrades:
o Cassandra Big Data implementation, stress tested to well over 1M simultaneous calls -- maintaining high call quality and zero performance degradation
o Easy phone number porting from alternate systems to CallFire
o Improved contact management, with a validation and cleansing system that enables users to easily upload contacts without duplicates or the erroneous porting of data
CallFire passed the 200,000 users milestone in August, simultaneously reaching the 200 million campaign mark for executing customer voice and text campaigns for clients including Allstate, Domino’s Pizza and Pepsi. CallFire has also seen 100 percent growth in the last 12 months, with new user growth increasing more than 50 percent quarter over quarter since rolling out the new platform in beta.
CallFire is a Text and Voice platform that helps businesses reach customers, drive revenue and increase sales. We make telephone messaging simple. CallFire products include Business Text Messaging, Voice Broadcast, Toll Free Numbers, Local Phone Numbers, Call Tracking, IVR, Power Dialing for agents and more. Call analytics enable our 200,000 users to reach customers more often using text marketing, virtual numbers, autodialers and mobile messaging. To learn more about how to Grow your Business, visit http://www.CallFire.com
Enkata Launches Action Center to Boost Employee Productivity
Intelligent Analytics Technology Delivers Insight to Unlock Potential, Fuel Change; Automated Reporting and Coaching Improves Employee Efficiency
Redwood City, Calif.- Enkata,the leader in Employee Performance Optimization (EPO), launched the Enkata Action Center, a new enhancement to the company's flagship cloud-based solution. The Action Center automatically identifies ways employees can improve performance using pattern recognition technology, proactively sends details about these opportunities to employees and managers, and then reinforces improvements by following up with reminders and recognition over time.
Enkata's Action Center is available immediately and has already been deployed by Fortune 100 companies in industries such as healthcare claims processing and financial services.
Enkata created the Action Center to help organize the data and insights Enkata provides into automated and targeted improvement opportunity notifications for employees and their managers. Traditionally, performance analytics projects fail to deliver true value because of the gap between the analysts who recognize the problems and the employees who can change those behaviors and improve. Managers are often too busy to provide the individual coaching and attention employees need to perform at their best. With the addition of the Action Center to the Enkata solution, managers and employees get both the insight and guidance they need to improve performance, and the follow-up to show if it's working.
Built into the award-winning Enkata Solution, the Action Center unlocks employee potential and drives performance improvements in three key ways:
· Recognizes: The Action Center uses pattern recognition rules to recognize behaviors and activities that prevent employees from reaching their potential.
· Educates: Tailored communications called "Improvement Opportunities" are sent to managers and/or employees with suggestions about how to close performance gaps.
· Reinforces: The Action Center keeps employees informed about their progress towards new goals, and sends recognition when they reach those goals.
"Our benchmark research shows that analytics is the most important business technology innovation for many organizations," said Richard Snow, vice president and research director at Ventana Research. "Managers need to know what their employees are doing in order to reduce errors and improve productivity, and analytics provide them with this knowledge. Enkata's Action Center takes the value of analytics one step further by automatically identifying the specific actions people can take to improve, and then providing relevant information to employees that need help."
The powerful, predictive analytics-based engine of the Enkata Action Center detects employee work patterns that lower productivity or are likely to cause errors and rework. For example, Enkata can detect when employees skip key process steps, or multi-task during complex processes that require focus. If the behavior is consistent, then a pattern is recognized, and the Action Center creates and sends an Improvement Opportunity to the employee. This communication includes detailed information about the behavior, its frequency, best practices for addressing it and even performance targets so that employees can track their progress against the set goals.
"With Enkata, employers gain unmatched visibility into workforce performance, what slows employees down and what help they need. The Action Center adds support for managers by automatically recognizing problematic work patterns that might otherwise have gone unnoticed," said Dave Stamm, CEO of Enkata. "As a result, managers can take action with more tailored, effective coaching, and employees can receive support and recognize areas for improvement. Together, both can help each other meet their shared team goals.
"By actually creating action instead of just 'actionable data,' the Action Center enables managers and employees to adopt and reinforce successful, new behaviors. The Enkata solution is designed to ensure that the employee performance improvements it generates are both meaningful and sustainable for employees, managers and the business overall," added Stamm.
Enkata's employee performance optimization solution provides visibility and insight into how employees work and then helps employees improve through automatic identification and delivery of coaching opportunities. Enkata's totally unique approach uses powerful data visualizations to help people understand exactly how work is being performed from high level overviews to individual process steps. Enkata uses this insight to find patterns of behavior that limit productivity or lower quality. The Enkata Action Center then recognizes when these patterns occur, and helps employees and their managers develop new habits and behaviors that improve performance dramatically. Clients achieve impressive gains in front and back office functions from claims processing to customer service call centers to other back office task based operations. Fortune 100 companies trust Enkata to examine millions of customer and employee interactions each day ensuring that each is delivering value to the organization. For more information, please visit www.enkata.com.
ALLIANCE DATA CUSTOMER CARE CENTERS ACHIEVE EIGHT-TIME ‘CENTER OF EXCELLENCE’ CERTIFICATION BY INTERNATIONALLY RECOGNIZED BENCHMARKPORTAL
DALLAS – Alliance Data Systems Corporation, a leading provider of loyalty and marketing solutions derived from transaction-rich data, announced that its Retail Services business has again achieved the prestigious “Center of Excellence” certification by BenchmarkPortal for the quality of its care center operations and service delivery. Alliance Data also received second-place honors in the “Top 100 BenchmarkPortal Call Centers list” in the “large centers” category which compares the performance of centers throughout North America by evaluating their key metrics against industry peers. Founded in 1995 by Purdue University, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, consulting and industry reports.
The recertification of its customer care centers marks the eighth time Alliance Data has received BenchmarkPortal’s Center of Excellence ranking – more times than any company or organization in the financial services/credit industry. The Center of Excellence designation is reserved for the top 10 percent of all customer care centers surveyed by BenchmarkPortal, and is based on best-practice metrics for quality, cost, efficiency, effectiveness, and superior performance. These metrics are drawn from the world’s largest database of objective and quantitative data, which is audited and validated by researchers from BenchmarkPortal.
“It’s an exciting time for Alliance Data’s customer care centers. We view this part of our business as a competitive differentiator for our organization, and as an asset to our client partners,” said Sallie Komitor, vice president of customer care operations for Alliance Data. “Achieving the Center of Excellence recertification and earning ‘Top 100 BenchmarkPortal Call Centers list’ honors is a direct reflection of our ongoing, significant investments in people, process and technology. We know the customer interactions that drive our performance metrics are key to delivering customer care excellence; we view every customer touchpoint as an opportunity to enhance customer loyalty with our partner brands.”
In developing its call center measurement parameters, BenchmarkPortal found that 22 Key Performance Indicators (KPIs) strongly correlate to quality and quantity of calls handled in call center operations. For the benchmarking survey, BenchmarkPortal monitored and measured Alliance Data’s performance against these KPIs and their large call center database to determine each center’s level of efficiency and effectiveness.
· High caller satisfaction. Customers calling into Alliance Data customer care centers gave ‘top box’ satisfaction ratings 23 percent higher than the industry average. ‘Top box’ satisfaction refers to the highest possible survey score customers can use to rate the service they experienced.
· Best-in-class service. Alliance Data customer care center associates answer customer service phone calls 55.4% faster than industry average.
“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world,” said Bruce Belfiore, chief executive officer of BenchmarkPortal. “This achievement confirms Alliance Data’s commitment to service excellence; the obvious beneficiaries of which include the center’s customers, employees, and shareholders. This is an achievement of distinction.”
WS iNet Achieves Top Payment Card Industry Data Protection Standards
Contact Center Technology Provider Recognized for Keeping Credit Card Data Safe and Secure
PLANO, Texas – WS iNet, a premier provider of on-demand contact center technology, announced it has achieved certification of Payment Card Industry Data Security Standards (PCI DSS) Level 1, the most rigorous industry-recognized payment card security standard available globally.
The certification is the result of a meticulous audit by an independent Quality Assurance Assessor, Coalfire Systems, to ensure WS iNet® meets best practices and security controls that keep credit card data safe and secure during transit, processing and storage. WS iNet will be listed on VISA’s Global Registry of PCI DSS Level 1 service providers.
“Achieving PCI certification is a major milestone for WS iNet,” said Bob Moseley, vice president and general manager of WS iNet. “Our business is based on maintaining the trust of our customers and their customers. With this certification, WS iNet is recognized as meeting the industry’s most stringent security standards for protecting stored cardholder data.”
The PCI DSS is a proprietary information security standard for organizations that handle cardholder information for the major debit, credit, prepaid, e-purse, ATM and POS cards. Founded by the PCI Security Standards Council, PCI DSS facilitates the broad adoption of consistent data security.
The comprehensive, 288-point PCI standards checklist includes restricting, tracking and monitoring all access to network resources and cardholder data, as well as firewall installation, encrypted transmission of cardholder data, and regular testing of security systems and processes.
“Businesses and consumers want to know their credit card details are being handled and stored securely,” said Tim Houlne, CEO of WS iNet and Working Solutions. “As a pioneer of the home-agent virtual business model, data protection and secure customer information storage is consistently a top priority. Achieving PCI compliance demonstrates our ongoing commitment and investment in delivering the most secure, ahead-of-the-curve contact center solutions.”
About WS iNet®
WS iNet, an affiliate company of Working Solutions, innovates and hosts intelligent, on-demand contact center technology. Partnering with clients requiring flexible, robust, cost-effective solutions, WS iNet supports optimum customer engagement, satisfaction and loyalty. Founded in 1996, Working Solutions was the first company to utilize an entire workforce of home-based customer sales and service agents. Today, with a community of more than 110,000 registered agents, Working Solutions improves results and controls costs by providing the right people and technology delivered at the right time. Services include Agents OnDemand® and multichannel, social and mobile engagement tools. For more information on WS iNet, visit www.wsinet.com. To learn more about Working Solutions, visit www.workingsolutions.com.
Working Solutions Appoints John R. Harris as Chairman of the Board of Directors
Former EDS Executive Brings Proven Track Record in Driving Business Growth
PLANO, Texas – Working Solutions, a nation-wide leader in custom contact center solutions, today announced it has appointed industry veteran John Harris as non-executive chairman of its board of directors.
Harris has more than 35 years of experience in the information technology and services industry having served as Communications Industry Group president and corporate officer at EDS, the world’s largest independent information technology outsourcing company; and as CEO of eTelecare Global Solutions, a global business process outsourcing (BPO) firm. In addition, Harris was CEO at several private equity backed companies.
Harris, who serves as operating partner at glendonTodd Capital, a Dallas-based venture capital firm, serves on the boards of technology conferencing company, Premier Global Services; business process consultancy, the Hackett Group; Digital Generation, a next-generation advertising distribution leader; and Banctec, which provides BPO solutions to the financial services industry.
“We are extremely pleased to add someone of John’s caliber and experience to Working Solutions as we look to accelerate our long-term growth,” said Tim Houlne, chief executive officer of Working Solutions. “John has made his mark leading companies at various stages of maturity. We expect John will tap his industry resources, advise us on the latest on social and mobile customer experience platforms and energize our strategic outlook.”
“I am eager to collaborate with the strong executive team at Working Solutions,” commented Harris. “Throughout my career my passion has been building high-performance organizations with strong sales and operational capabilities and I am excited about the chance to work in a similar environment at Working Solutions.”
Amtelco and Telescan Announce Merger Agreement
McFarland, WI – Two major TAS vendors, Amtelco and Telescan, announced a merger agreement. The announcement was made simultaneously by Roger Young, President of Telescan, Tom Curtin, President of Amtelco and Joe Everly, CEO of Amtelco, at Telescan in St. Louis, Missouri.
“The merger of Telescan with Amtelco provides a big boost to both companies and their customers,” said Roger Young. “It gives Telescan and our Spectrum System users access to Amtelco development resources, innovations and products.”
Tom Curtin said, “Amtelco and Telescan have been innovators for over 35 years. Together, the companies will offer the TAS industry a unique breadth and depth of technology and service to meet their call center business needs. Telescan’s development team and loyal customer base will be a much welcome addition to the Amtelco family.”
Amtelco was founded in 1976 by Bill Curtin and quickly became a trusted name in the Telecommunications industry. Amtelco introduced the first telephone switching system in the marketplace. Amtelco’s three major divisions, TAS call center, 1Call healthcare, and XDS digital switching, form a winning combination, backed by an esteemed service and support department.
Telescan was founded in 1976 by TAS visionary, George Meyer. Roger Young became president in 2002. Telescan’s TAS operating system, Spectrum, first introduced in 1990, has been a leader in call center innovations, helping business owners reduce operating expenses and increase profits.
The merger will not affect the daily operations of either company. Telescan will become a Division of Amtelco and will continue to operate in St. Louis, and Amtelco will continue to be headquartered in McFarland, WI. Amtelco looks forward to working with TUNe (Telecommunication Users Network) and NAEO (National Amtelco Equipment Users) to encourage the sharing of ideas, mutual support, and product development.
For more information, contact AMTELCO at (800)356-9148, or Telescan at (800)770-7662.