babble doubles down on cloud contact centre leadership position

babble, the largest reseller of cloud-based contact centre solutions in the UK, is delighted to announce the appointment of Mark Jordan as the Managing Director of its new specialist business unit, babble contact.

With customers including Secret Escapes, Oak Furniture Land, EDF Energy, Park Plaza Hotels, National Geographic and Robert Dyas, the initiative is part of a significant programme of investment in helping to achieve babble’s ambition to be the technology partner of choice to the UK Contact Centre industry.

The new business unit will continue to build on its winning formula of offering solutions from the world’s leading cloud contact centre providers, including Five9 (a leader in the Gartner Magic Quadrant), 8×8, Broadsoft, Callstream and a host of other agile cloud-based technologies that help improve customer experience and drive contact centre productivity.

Mark, who has a successful track record of working with many UK contact centres to support their growth and transformation agendas, and whose recent wins include Roseberry Housing and Midcounties Cooperative, comments:

“Many contact centres leaders feel like they are in the eye of the storm, where fast-changing customer needs meet an increasingly complex technology environment and where each technology vendor claims they’re the solution to the customer’s problem. It’s exhausting and stressful for contact centre leaders to pick their way through this challenge. Our job at babble contact is to sort through the claims of the different technologies and to identify and deliver the fully integrated solution that is right for our customer – and their customers – and then to stay with our customers as their operation evolves and grows. It’s a sector that is radically transforming and I’m excited to be part of that transformation.”

babble’s Chief Executive, Matthew Parker said “Our customer’s need to deliver a competitor-beating customer experience is making the cloud contact centre market one of the most exciting technology marketplaces and we believe now is a great time to double down in. We’ve achieved our leadership position somewhat under the radar and I am very confident that under Mark’s leadership we will be recognised as a partner of choice”

CEO of Five9, Rowan Trollope,  comments “The cloud contact centre market is often seen as an add-on for technology resellers, but we think this is a mistake.  Contact centre leaders demand specialist insight into their challenges, solid experience of solving these challenges and the willingness to partner in the long-run to keep them in front of their competition. The launch of babble contact, and the appointment of Mark, who we know well, is a sign that babble will become one of the major players in this market and we are delighted to support them in their ambitions”.

Recent projects where babble has helped contact centre improve productivity and profitability include: improving the customer experience at a European hotel chain, integrating the increasingly complex technologies in a UK-based insurer, building scalable home-worker capabilities at a travel company and bringing a large outsourced contact centre back internally.

babble contact supports a wide range of different style and size of contact centre operations from ‘informal’ 10 seat contact centres through to enterprise contact centres of 250 seats plus.

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