Winners and Losers – August 2015

This month we bring you news from RSVP, RESPONSE, Verint, NICE and NewVoiceMedia.

RSVP celebrates 27th anniversary

RSVP Media Response Limited, the UK’s only call centre staffed across the board by actors, is celebrating its 27th anniversary.

In the past 5 years, the company has seen the number of clients increasing from 9 to 60, and the company taking on 2 additional floors to seat an additional 240 phone operators in the Northern & Shell Tower in Docklands.

The company also benefits from some of the longest standing managers in the industry. The Managing Director has worked at RSVP for 27 years, the Operations Director for 19 years, Director of Resources 18 years, and the Recruitment Manager 15 years.

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RESPONSE celebrates European Awards

RESPONSE’s Learning & Development team have won an ‘Operational Support Team of the Year’ award and a bronze award in the ‘Technical Support’ team category at 2015 European Contact Centre & Customer Service awards.

They were also shortlisted for:

• Operational Support Team of the Year for their Learning & Development Team
• Application of Technology for the RESPONSE Engage App
• Technical support team of the year for their partnership with the Hiscox Underwriting team

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Verint awarded industry honours for Customer Analytics

Verint has received several new customer analytics awards. These honours reinforce the company’s focus on innovation, excellence and a commitment to helping organisations achieve key business objectives.

• International Customer Management Institute Award – 2015 finalist in the “best use of technology” category based on the provider’s implementation of Verint Customer Analytics.
• Customer Service and Sales Award – Gold winner in the “new products, upgrades, solutions and innovations” category of the 2015 Customer Service and Sales (CSS) Awards for Verint Engagement Analytics.
• CUSTOMER’s Speech Technology Excellence Award – Verint Speech Analytics was recognised by CUSTOMER magazine with a 2015 Speech Technology Excellence Award. This honour recognises innovation in speech technology solutions that help improve customers’ bottom lines.

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NewVoiceMedia receives 2015 CUSTOMER Contact Center Technology Award

TMC has named NewVoiceMedia’s ContactWorld for Service solution as a 2015 CUSTOMER Contact Center Technology Award winner, presented by CUSTOMER magazine.

“We’re honoured,” said Jonathan Gale, CEO at NewVoiceMedia. “CUSTOMER magazine caters to some of the best and brightest innovators and thought leaders in the industry, and its recognition is incredibly valuable. We’re always looking for ways to elevate the customer experience and increase business efficiencies, and this award proves that we’re continuing to achieve those goals as we rapidly expand”.

…And announced as Lloyds Bank National Business Awards finalist

NewVoiceMedia has also been shortlisted in The Inflexion International Growth Business of the Year category of the 2015 Lloyds Bank National Business Awards.

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NICE again named market leader for Speech Analytics

NICE Systems has once again been named the leading speech analytics vendor by DMG Consulting LLC.

The company continues to hold the greatest market share for this sector (34.5% as of March 2015), with an increase from the previous year, according to DMG’s recently released 2015-2016 Speech and Text Analytics Product Market report.

“Our ongoing leadership in the speech analytics market is a testament to the strength of our solutions in helping companies uncover valuable, yet hidden, insights from customer interactions and transform these into business results,” said Miki Migdal, President of the NICE Enterprise Product Group.