Xhead = Convergys acquires Intervoice for £188m
Convergys has acquired Intervoice, a software provider, and services like Web self-service, live agent services and speech automation are now being adopted by the business, says Business Strata.
According to a source, the move is hoped to make Convergys a relationship management market leader and will mean it can add voice response, contact centre and mobile messaging to its services.
Dave Dougherty, chief executive and president of the firm, told the Web site: "This acquisition is about investing to address the current and future needs of our clients."
Contact centre market grows
Contact centre 'virtualisation' is here today and geographically dispersed multi-sourced centres are becoming more commonplace, states Trading Markets.
Frost & Sullivan finds that hosting contact centre technology represents a viable and more popular alternative to refreshing legacy premise equipment.
A new analysis from the firm, "North American Hosted Contact Centre Markets", found the market earned revenue of $280.2 million in 2007 and estimates this to reach $1.1 billion in 2014.
NEC Group chooses Alcatel-Lucent
The NEC Group, a company that owns and operates four venues in UK, has deployed Alcatel-Lucent's IP telephony and contact centre solutions at its venues throughout Birmingham, UK, to increase customer satisfaction, reduce costs and improve sales, reports Trading Markets.
The deployment, which was completed by Alcatel-Lucent's business partner Amillan, has reportedly enabled The NEC Group to become more responsive, with a new converged voice and data platform providing 2 000 employees with improved access to colleagues and free internal telephone calls.
In addition, the company installed a dedicated 80-seat contact centre, designed to manage call-handling at peak periods and help agents improve ticket sales.
Share
