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CONTACT CENTER

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It has been announced that Evolve IP has increased the worldwide coverage for its Evolved Office UC and Teams Enterprise Voice products. Their program allows the company’s clients to acquire and port local numbers, as well as to have access to international and domestic telephony in 10 more countries.   China, Japan and the Philippines in the Asia Pacific area, as well as Brazil, Mexico and Ecuador in Latin America, are some of the centerpieces of this recent development. Up to this point, Evolve IP has replaced PSTN services in over 40 countries and has inbound/toll-free calling capabilities across more than 50 nations.   Business SMS, Recording & Analytics, Contact Center, Multi-level Auto Attendants, Advanced Hunt Groups, Overhead Paging, Receptionist Clients are just a few of the capabilities that Evolve IP’s communication solutions provide to Microsoft Teams and Cisco Webex Collaboration.   Scott Kinka, Chief Strategy and Innovation Officer at…

Lumen to sell its Latin American business Lumen Technologies has signed an agreement to sell its Latin American business to infrastructure investment company Stonepeak for $2.7 billion. This deal comes from Lumen’s goal of freeing up more cash for its future growth plan. This transaction is expected to be completed in the first half of 2022. After the sale has been completed, Lumen’s Latin American division will become an independent subsidiary of Stonepeak, continuing with the current management team. Despite the sale, Lumen will not sever ties with the subsidiary, as the operator plans to maintain a strategic relationship with the new company. Read more at: https://tinyurl.com/4728y9f Verizon signs a deal with US Air National Guard  Verizon’s Public Sector business entered into a second agreement with the US Department of Defense (DoD).  The latest $78.8 million contract is to help the Air National Guard (ANG) modernize their network services. Under…

Dialpad, a leading cloud communications platform for AI-powered calling, conferencing and contact centers, has announced the launch of the Dialpad Partner Success portal, providing the company’s resale partners with a host of tools and features to help drive business growth. This announcement comes after a record-breaking year for the company.   The Dialpad Partner Success Portal provides additional resources and tools to help resellers and agent partners develop and expand their Unified Communications-as-a-Service (UCaaS), contact centers and collaborative businesses.   The Partner Success Portal is just the first addition to the Dialpad channel program. The company is also developing a new Inside Channel Management (ICM) team to contribute to the growing Channel program. The ICM program will provide special care and attention in an effort to improve relationships with partners. From April 6th,  users will be able to sign up for the new Dialpad Success Portal.   Mike Kane, VP…

Verizon Business has announced the addition of Genesys Cloud as part of its global customer experience and contact center offerings. Together with Genesys, the company is able to offer its business customers a cloud-based contact center solution. Genesys Cloud will provide businesses with access to the Verizon network and include a contact-center-as-a-service solution to communicate with their customers.   The Cloud-based Contact Center as a Service from Genesys enables businesses to deliver a customer experience (CX) that is top class. The solution is delivered on an end-to-end, cloud-based remote access platform that takes advantage of Verizon’s network. In addition, the Verizon Business customer experience portfolio includes Genesys Engage subscriptions, that provides a passage from on-premises to hybrid cloud and public or private cloud deployments.   Furthermore, because contact centers rely on digital, primarily remote operations, Genesys Cloud will allow remote agents to take advantage of all the capabilities the contact…

The voice over IP vendor 8×8 Inc., has announced that the Anaheim Ducks National Hockey League (NHL) team and the Honda Center, one of the nation’s top entertainment and sports venues, have chosen 8×8 as their official cloud communications provider. They will use 8×8’s integrated cloud voice, team chat, meeting and contact center solution to help enhance the experience for their employees, partners and customers.   The Anaheim Ducks and Honda Center decided to give a boost to their digital transformation efforts across the organization and recognized the need to abandon the old, on-premises communication and contact center systems. It is not surprising that they made the decision to move away from the legacy connections given the elevated profile and visibility of cloud technology during the pandemic.   Steve Seger, Chief Revenue Officer at 8×8, Inc., commented: “Organizations of all sizes, including professional sports teams like the Anaheim Ducks, have…

The American multinational technology conglomerate, Cisco, has announced its intention to acquire IMImobile, a provider of cloud communications software and services that manages business-critical interoperability on a large scale. The deal is valued at nearly $730 million, assuming full dilution of the shares, net of cash and debt. The acquisition will be Cisco’s largest in the UK in about three years. The company will pay IMImobile shareholders £5.95 per share and the acquisition of the software vendor is expected to be completed in the first quarter of 2021, following regulatory approval. The American company said the procurement will provide its consumers with an end-to-end customer interaction management solution and the ability to promote quicker and much improved communications and interactions through a selected customer channel. Cisco’s Webex Contact Center solution, along with IMImobile software and services, will offer a solution that leverages artificial intelligence throughout the customer’s…

Amdocs enters an agreement with Amazon Web Services Amdocs has announced a multi-year agreement with Amazon Web Services (AWS) to offer integrated cloud-based business support systems (BSS) to communications service providers. Under the terms of the deal, AWS is now an Amdocs cloud provider for Amdocs’ internal IT transformation. Working together, Amdocs and AWS will offer telecom providers access to a portfolio of digital services that shortens the time it takes for service providers to enter the market and gives them more flexibility to meet the needs of their end customers. The companies are also collaborating to develop and promote a variety of services that will help Amdocs customers migrate and upgrade their systems using a range of cloud solutions. Read more at: https://tinyurl.com/y5q64mbe Apple’s new Macs powered by iPhone chips Apple is introducing new Macs that use the same type of chips that run iPhones and iPads. This step…

CallTower delivers Native Microsoft Teams Cloud Contact Center CallTower, a global provider of cloud-based, business-class unified communications and collaboration solutions, announced that it is offering a Native Microsoft Teams Cloud contact center through its strategic partner Five9. The integration of Five9 and Microsoft Teams enhances the customer experience by leveraging the collaboration capabilities of the Teams platform and integrating it into the Five9 Intelligent Cloud Contact Center solution. In addition, Five9 recently announced their CallTower “US Reseller of the Year 2020” initiative as part of the Five9 2020 Global Partner Awards. Read more at: https://tinyurl.com/yy8klgy5 Cellnex wants to acquire Hutchison towers The Spanish operator Cellnex is eyeing the acquisition of CK Hutchison’s entire European tower portfolio for over $10 billion. It was first reported that CK Hutchison was looking to sell a smaller stake in its European tower unit back in July, but Cellnex plans to buy the whole package…

Twilio rival MessageBird launches Inbox, an AI-powered contact center MessageBird, a telecommunications service provider in Amsterdam, Netherlands, has unveiled a new all-in-one, AI-powered contact center as it enters the competitive billion-dollar customer service software market. The new solution, dubbed Inbox and pitched as the “Slack for external communications,” enables customers to communicate with businesses and accept inbound messages from WhatsApp, Twitter, Messenger, Instagram, WeChat, Apple Business Chat, RCS, Line, Telegram, email, SMS, voice, and more. Additionally, companies can connect MessageBird’s Inbox to other internal tools as part of their preferred workflows, including Salesforce, Google Calendar, Shopify, HubSpot, Jira, and Slack. Read more at https://tinyurl.com/qvsqh9l CenturyLink adds IBM Cloud to its Cloud Connect portfolio US-based CenturyLink has added IBM Cloud to its growing Cloud Connect Dynamic Connections portfolio, which also includes Amazon Web Services, Microsoft Azure, Google Cloud and Oracle. The company said that through IBM Cloud Direct Link services, businesses can now access…

We live in a world of increasingly complex telecom and VoIP services, with subscribers having access to an abundance of cutting-edge products. The fierce competition in the field of communications demands an excellent customer experience in order to attract and retain customers, and to reduce churn. With so many choices on offer, the power has shifted to customers – if faced with a problem, they have come to expect an immediate resolution. Unfortunately, the surveys of customer experience in the telecommunication world reveal that, in general, consumers have a very low opinion of the telecoms industry and are dissatisfied with the support that they receive from their providers. It seems that the reason for this deficiency may be found in the mindset of telecom operators, who devote most of their time and effort to building and managing their VoIP networks, rather than indulging their customers. Satisfactory customer experience in…