Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

EMEA

TTEC makes waves with European expansion

 960 640 Stuart O'Brien
By:
0

TTEC has signalled its intentions in Europe and the wider EMEA region with new clients across the technology and manufacturing industries, key local exec appointments and the hiring of 50 new employees at its Sofia facility.

The latter location is now providing multi-lingual on-call support with SLA compliance, service desk response, customer care and growth services across nine languages, including English, Danish, Finnish, German, Italian, Portuguese, Spanish, Japanese and Russian.

The company has confirmed three key appointments in Business Development, Solutions and Human Capital roles in the region:

  • Nameer Rattansi joins TTEC as Head of Solutions EMEA. With over 15 years of experience leading customer care services and support for global brands, Rattansi will expand his solution consulting leadership and project manage cross-functional CX teams throughout the sales cycle to conclusion on UK, pan-EMEA and global offshore deals.
  • An influential leader, Joanne Regan-Iles joins as Head of Human Capital EMEA where she will spearhead TTEC’s talent acquisition and human capital strategy. With 14 years of experience in leading Human Capital teams, Regan-Iles will be responsible for continued efforts in hiring, retaining and developing world-class people that serve as brand ambassadors for TTEC clients.
  • Clare Lomax, VP Sales for EMEA, will be responsible for accelerating the company’s regional go-to-market strategies and local market expansion. With an impressive track record of personally winning more than £1B of outsourcing contracts globally, Lomax is a motivated professional with 25 years of experience in strategic outsourcing sales.

“As an industry innovator and leader within the customer experience industry, it’s great to receive recognition that reflects our strong customer and partner relationships,” said Iain Banks, VP of International Markets, TTEC. “We have tremendous momentum at present, evidenced by our new client programs and team growth, strengthening our footprint in Europe and our leadership in transformative customer experience and engagement solutions.”

A successful Q1 2018 for TTEC in EMEA was concluded with it being shortlisted as a finalist for the Best Nearshore Team Award at the Global Sourcing Association (GSA) Professional Awards.

For more information visit www.ttec.com/emea/

NICE move by BT

 960 640 Stuart O'Brien
By:
0

Telecoms giant BT Group has chosen NICE software to replace its previous recording and workforce management (WFM) solutions, implementing NICE WFM, Nice Engage and Nexidia Analytics across the group within the next three years.

Working towards improved customer services experience, ensured regulatory compliance and optimised total cost of ownership, BT undertook a selection process that resulted ion choosing NICE for multichannel recording, speech and text analysis and WFM.

Commenting on the new partnership, Libby Barr, managing director of consumer customer care at BT Group, said: “After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organisations such as ourselves to deliver better outcomes for our customers, whilst also allowing for simplified support processes.

“We look forward to partnering with NICE as we embed their use into our contact centres.”

John O’Hara, president of NICE EMEA, added: “With the roll-out of the three complementary NICE solutions at BT – focused on employees, channels and customers – they are reinventing customer service and significantly improving employee engagement with new features and functionalities.

“BT’s contact centre evolution reflects NICE’s position as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry, with solutions that both reward and create successful employees.”