Twilio expands further in Europe by launching a beta version of the cloud-based communications service in Poland, France, Portugal Austria and Denmark. 

The beta service will also launch in 11 more countries (Italy, Romania, Greece, Belgium, Czech Republic, Hungary, Sweden, Switzerland, Bulgaria, Slovakia, and Finland) by the end of 2011.

The company now also has a first European office in East London, UK, and the first major European customer-- customer support software provider Zendesk. 

The Twilio service combines cloud computing, web services Read more...

IDC reports the EMEA Unified Communications market reaches $5.7BN in 2010-- and expects it to grow to $16.6BN by 2015, with a CAGR of around 23.7%.

However, as the credit crunch and fears of a double-dip recession across the region make enterprises increasingly cautious, companies will review ICT budgets even more closely before investing in new IT solutions. 

France will be the biggest UCC market in W. Europe, with the UK and Germany following. Meanwhile instability and inadequate infrastructure within the CEMA region will continue hampering new Read more...

Query resolution speed is the most important factor in the "ideal" customer experience, according to the 2011 Global Contact Center Consumer Preference Report from Avaya. 

In fact 42% of global consumers rank query resolution speed as most important-- broken down as UK 41%, Germany 48% and France 44%. 

Meanwhile around 33% of European customers want to solve their issues via mobile apps rather than the phone (36% in the UK, 34% in Germany, 30% in France).

Telephony in general is falling out of favour with around 40% of European customers-- a figure Read more...

Cloud-based help desk software provider Zendesk announces its Zendesk Enterprise Plan, a customisable and secure customer support solution designed for large, international or multi-brand organisations. 

The plan allows the tailoring of help desks according to organisations' needs while maintaining high security levels, with light agents providing unlimited internal usage. 

The enterprise plan includes unlimited internal usage, multi-brand help desk, custom agent roles and business rules analysis, togethwer with custom network restrictions, email Read more...