VC firms back 'Skills Manager'

Two UK West Midlands venture capital firms have backed a company which claims its software products can help save the call centre industry millions of pounds annually, says The Birmingham Post.

Silver Lining Solutions, based in Rugby, has developed a system called Skills Manager which assesses, analyses and improves the skills of staff working in call centres and offices.

The firm says the software can help cut back on the industry's annual staff churn, which costs the sector an estimated £2.3 billion in training and recruitment costs, not to mention the resulting negative impact on customer service and efficiency.

According FOX Business, Nortel has set up new self-service voice capabilities for Nestle Nespresso, one of the fastest growing operating units of the Nestle Group.

By means of these new self-service voice capabilities, Nespresso is able to reduce customer waiting times and cut annual customer relationship centre costs by up to 16%.

With Nortel's automated speech recognition technology, Nespresso can now offer its customers faster response to their inquiries through an easy-to-use service hotline. Instead of being placed on hold to wait for the next available coffee specialist, customers can complete either all or part of their order through voice prompts.

Gail Wilson & Associates, a provider of Sage Accpac ERP, SageCRM and Sage BusinessVision 50 Accounting to small and medium-sized businesses has achieved Sage Software's Diamond Level Authorised Partner status, reports PRWeb.

Diamond Level Authorised Partner status is the highest level achievement for Sage Software business partners, as measured by sales volume and outstanding customer service.

This status is held by a select group of Sage-authorised resellers who participate in established training and other partner programmes offered by Sage Software.