In January 2019, Genesys announced it would be retiring its Purecloud Bridge Connector on 31 December 2019. The Bridge Connector integrates a Purecloud environment with a customer’s Verint Workforce Management (WFM) instance. Without the Bridge Connector, Verint WFM solutions will not function after 31 December 2019. Any WFM solution, including Verint, relies on integration with […]
A customer who is transitioning their IVR to a new provider came to Circle for help recently. We solved their problem quickly and cost-effectively using Amazon Transcribe. As part of their IVR transition the customer needed copies of all the prompts played by their existing IVR menus and tollfree numbers. This amounted to well over […]
We’re excited to announce that Circle has been admitted to the Amazon Partner Network (APN) as a Consulting Partner. Membership of the APN provides Circle with access to a wide range of Amazon resources and expertise that we can combine with our extensive systems integration and Contact Centre experience to assist our customers grow and […]
Circle is proud to announce their collaboration with Cyara to develop their Guardian service. Guardian provides automated, independent assurance that key customer channels in your Contact Centre are performing optimally and reliably and will alert you whenever your customers are experiencing a degradation in service. Can you have complete confidence in your cloud Contact Centre […]
Circle has recently released CircleBack – a powerful and cost effective callback solution for existing Genesys PureEngage solutions. CircleBack monitors multiple queues and will offer a call back to customers when pre-defined thresholds are met. Customer satisfaction is enhanced by CircleBack and call abandonment is reduced as callers no longer have to wait in a […]
Trustpower are a long time user of Verint Workforce Management (WFM) to schedule their Contact Centre staff across two locations. They originally implemented a Blue Pumpkin WFM solution which was upgraded to the Verint Impact 360 solution they use today. Late in 2018, Trustpower became aware their Impact 360 solution had not had the latest […]
Circle has recently completed a successful Verint Workforce Management integration with PureCloud and Salesforce for The Warehouse and welcomes them to our growing family of satisfied customers. Their new Workforce Management solution allows agents to be scheduled across The Warehouse, Noel Leeming, Torpedo7 and Warehouse Stationery brands for voice and e-mail and chat digital channels. […]
Circle is thrilled to add Westpac Bank to our growing customer base. Westpac engaged Circle to implement a Verint Workforce Management (WFM) solution alongside their Spark PureCloud implementation. The projects are being run in parallel with challenging timeframes, and the inevitable constraints and pressure on resources across the projects. We have taken this in our […]
Over the years we’ve attended many Contact Centre conferences but have never had the confidence to become an exhibitor. We always thought the products and services Circle offer would be difficult to discuss and demonstrate in the short time somebody may stop by our exhibition booth. We wanted to move beyond the normal vendor-specific conferences […]
ANZ has announced it will be the first Australasian bank to introduce voice biometrics. Circle Consulting & Software’s Edwin Sue is currently engaged by ANZ NZ, and has played a key role in the development of the voice biometrics solution, working closely with ANZ and Nuance. Ed had been a key member in the redevelopment […]