News & Events

Part 2 of our 5 part series “Making Your Call Center Relevant”

According to Gartner Research Study, companies will spend approximately ten percent of their revenues on marketing.  That’s a significant spend, but do we know how effective this has been?  John Wanamaker, an American merchant and pioneer in developing Department Store retailing from the late 19th century, famously said that “half of the money I spend on advertising is wasted, the trouble is I don’t know which half.” Read more…

Part 1 of our 5 part series “Making Your Call Center Relevant”

Since its inception, the call center has been considered a cost center. This is evidenced by the metrics that have been used in the past to measure success.  In fact, the whole purpose for creating the Automatic Call Distributor (ACD) was driven by the need to reduce, or at the very least control, costs – unless you believe that waiting in a queue before being served is an advancement in customer service. Read more…   

 

Part 1 of our 2 Part Series “An Interview With Nick Flaminio”

Xentrax started around mid 1980s and was providing as a service Telecommunications Reporting. Basically it was a service bureau, if you will. There’s no real technology that they would sell on premises. Basically technology that resided at Xentax’s facilities, they would provide MIS reporting on telecommunications usage, how many people were calling, how often they were calling, how long it was taking to do the call, etc. Eventually as that technology started to mature, the cost of it started to go down and became affordable for customers to start purchasing it and putting it on their premises. We began selling that technology as an on-premise offering. Read more…

Part 2 of our 2 Part Series “An Interview With Nick Flaminio”

Just because the customer space is typically in larger Enterprise. I would say the Public Safety right now is, has more customers there. I think that, if you were to look at the revenue side, the Enterprise side there’s probably more revenue going there. But there’s a lot more effort involved as well. The longer sales cycle. There’s a greater effort in terms of involvement and the implementation, whether it be technical or consulting type services involved, whereas call recording is more technical. Read more…

March 26, 2015
Call Center Week’ 2015 Conference and Exhibition set for June 15 to 19, 2015

Join Xentrax at the 16th annual Call Center Week 2015 Conference and Exposition at the Mirage Hotel in Las Vegas, Nevada. Come visit Xentrax at booth 416 where we will be featuring its HP Qfiniti Workforce Optimization Suite.

March 20, 2015
NICE’s Interactions 2015 Customer Conference set for June 1 to 4 in San Antonio

Held in cooperation with the NICE User Group (NUG), Interactions 2015 will be packed with valuable content and fun activities. Learn how your organization can deliver an outstanding customer experience, improve business results and ensure compliance. Additionally, you will have a chance to network with NICE experts, customer and industry leaders to share knowledge and best practices – Click here for more information

February 26, 2015
HP announces the release of version 10.3 of its Qfiniti Workforce Optimization (WFO) software suite.

HP Software today announced significant enhancements to its Workforce Optimization (WFO) software suite, designed to help contact centers manage call recording, agent productivity and customer engagement including support for Windows 2012 Server and expanded connectivity to Cisco and Genesys platforms –Click here for more information.

December 1, 2014
Xentrax acquires Sensus’s NICE portfolio

Effective November 20, 2014, Xentrax has acquired the NICE portfolio of Sensus Communication Solutions, Inc.A NICE partner since 2006, Xentrax is committed to providing the market place with a service-oriented alternative to its diverse clients across Canada and the United States. To learn more click here

September 21 to 23 , 2014
HP announces HP Engage Customer Conference

Qfiniti Users, here’s your chance to meet and network with the HP Team responsible for bringing you the Marketing Optimization, Information Analytics, Call Center and Customer Communications Management (CCM) portfolio as well as other Users. The HP Autonomy User Conference – HP ENGAGE – will focus on Customer Experience Solutions providing attendees a comprehensive approach to transforming customer experience. Join us at the JW Marriot Desert Ridge Resort & Spa in Phoenix, Arizona this coming September 21 to 23. To learn more or to register, go to http://engage.autonomy.com

July 16, 2014
HP Qfiniti 10 – Put the Contact Center at the center of you VoC Program Webcast

In today’s complex, overcrowded and hyper-connected marketplace where the customer now controls the conversation, a superior customer experience serves more than ever to differentiate your company brand. And you know that delighting your customers must begin with attentive listening to what they have to say about your company, products and services. Not only will an effective Voice of the Customer program provide the integral listening mechanism for improving customer experience but it will position the contact center where it rightfully belongs in any VoC program – at the center – because your agents have always been the frontline for handling your critical customer interactions.

In this webcast you will gain insight into:

Business imperatives that drive VoC programs
Challenges for VoC at Big Data scale
Omnichannel analytics for the contact center
Cases studies of successful contact center VoC programs
Join Steve Graff, Chief Technical Architect for HP Qfiniti, and Henry Eakland, Director Product Marketing, for a timely and informative discussion about the challenges and benefits of managing a comprehensive VoC program within the contact center. Register now and learn how to put your contact center at the center of a powerful Voice of the Customer program.

May 19- 22, 2014 Join Xentrax at NICE’s Global Customer Conference at The Cosmopolitan in Las Vegas
Visit microsite
April 28, 2013  Join Xentrax at Hotel Mortagne in Boucherville Quebec for the Telecom2014 Conference
Download brochure
February 28, 2014
HP Autonomy release Qfiniti v10.1 featuring a fully browser based client. For more information contact us atsales@xentrax.com

October 8, 2013

Come visit Xentrax in Moncton [November 6 & 7] at the 2013 Contact Atlantic show. Contact Atlantic is the largest contact centre conference and Expo east of Montreal drawing over 250 contact centre professionals from across Canada as well as delegates from the US and Europe.
September 16, 2013

Attend Xentrax Session at Telecom 2013 in Toronto on “Using Meaning Based Computing to Drive Agile Customer Experiences” Today’s contact centre, mobile, web, video, social media and other emerging technologies have given a new, stronger voice to your customers. Regardless of the many technologies employed across different channels and devices, your customers are demanding multi-channel agility.
September 9, 2013

Xentrax partners with NICE Systems to bring Back Office Productivity Summit to Toronto [October 8, 2013 at the Fairmont Royal York]. Xentrax is proud to sponsor the NICE Back Office Productivity Summit in Toronto featuring Industry Experts such as Vicki Herrell, Executive Director at Society of Workforce Planning Professionals and Paul Leamon, Director of Solutions Management at NICE systems.
July 9, 2013

Turn Big Data Into A Big Win For The Contact Center – Webcast by American Marketing Association (AMA) & HP Autonomy.Much more than a buzz word, Big Data is a very real business challenge, especially for the enterprise trying to deal with the exponentially increasing volume of data that must be managed by CRM systems.
May 28, 2013

Xentrax sponsoring Customer Response Summit at Westin Harbour Castle in Toronto – June 17 to 19, 2013.
March 11, 2013


The NICE User Group’s 2013 global annual conference is at the Walt Disney World Swan and Dolphin in Orlando, Florida on April 22 through to April 25. This annual event, held in conjunction with the NICE User Group (NUG), is the industry’s leading customer conference, bringing together more than 1,500 customers and industry leaders. Last year in Nashville, attendees enjoyed a conference filled with valuable content and fun activities.

September 26, 2012

Xentrax to attend Contact Atlantic’s 13th Annual Conference and Exposition held at the Delta Brunswick Hotel in Saint John New Brunswick on November 7 and 8.

June 8, 2012A Major US Regional Bank based in the Mid West selected Xentrax to supply and deploy Qfiniti call recording at multiple sites in Illinois to replace their existing call recording infrastructure.  Qfiniti has been deployed to record all conversations in a mixed VoIP and TDM environment.

May 31, 2012
IEX ranks highest in Customer Satisfaction according to new Report

DMG Consulting released its 2012 Contact Center Workforce Management Report today.  The report highlights IEX’s perfect 5 out of 5 score in overall customer satisfaction – a 14% higher score than its closest competitor.  IEX scored a perfect score in Ease of Setup/Use/Maintenance, System Flexibility, Forecasting Accuracy, Scheduling Features and Flexibility, Real-time capabilities as well as six other categories surveyed.  DMG also reported that IEX was the leading Workforce Management solution by market share.

March 5, 2012A Canadian Telecom Company enlists Xentrax to assist in designing their existing Call Recording and Quality Management system in support of their Remote Agent initiative.  Xentrax designed a simple and seamless extension to their exiting technology that extends their Qfiniti functionality to the Company’s new and growing remote agent population.

January 25, 2012 Western Financial selects Xentrax to deploy IEX Workforce Management at its Winnipeg Contact Centre Operations

December 16, 2011 Autonomy, an HP Company releases Qfiniti v3.5 SP2 Update 3.  Feature enhancements include new integrations, live monitoring enhancements, screen recording efficiencies, as well as new enhancements to utilities and the Qfiniti API.  Please consult with your Account Executive for details.
December 13, 2011
Autonomy positioned in Leaders Quadrant of the 2011 Magic Quadrant for Enterprise Information Archiving
December 2, 2011
NICE to Acquire Merced Systems, the Leader of Service and Sales Performance Management Solutions
November 29, 2011
Autonomy unveils Next-Generation Information Platform for the “Human Information” era
October 13, 2011
Come visit Xentrax at the 2011 Contact Atlantic Conference in Fredericton NB on November 2nd to 3rd
October 3, 2011
HP finalizes acquisition of Autonomy Corporation plc
September 7, 2011
Major Canadian Telephone Company selects Xentrax to deploy Qfiniti Call Recording, Quality Management and PCI Compliance Software Solutions at its multi-site Contact Centre Operations
August 18, 2011
June 3, 2011
Global Excel Management selects Xentrax to provide support of its IEX Workforce Management solution
May 30, 2011 Contact Centre Canada 2011 AGM
Join Xentrax at Contact Centre Canada’s 2011 AGM on June 28 at the Ontario Investment & Trade Centre in Toronto
April 25, 2011 2011 NICE User Conference in Las Vegas
Join Xentrax at NICE’s 2011 User Conference in Las Vegas on May 23 to May 26
April 01, 2011 ICSA Canada Annual Customer Service Conference
Come visit Xentrax at ICSA Canada’s 2011 Annual Customer Service Conference
February 14, 2011 Xentrax Speaking at Telecom 2011
Xentrax will be discussing Multi-Channel Customer Interaction Analytics on April 12 at Telecom 2011 in Montreal (Hotel Mortagne)
January 21, 2011 Qfiniti v3.5 Service Pack 2 Released
Autonomy announces the release of Service Pack 2 for Qfiniti v3.5 available for general release.

October 13 2010 Contact Atlantic 2010 Conference
Visit Xentrax at Contact Atlantic’s 2010 Conference at Moncton’s Delta Beausejour on October 19 and 20
September 07 2010 PCI Compliance in the Contact Centre
Can your customers trust you with their credit cards – Register now for Autonomy’s September 16 webinar discussing solutions that will protect your customers’ sensitive information
August 23 2010 Xentrax Customer Appreciation Golf Day
Xentrax Customer Appreciation Golf Day at Bolton’s Glen Eagle Golf Club on Thursday September 30, 2010
March 16 2010 Autonomy Delivers The First Meaning-Based Multichannel Customer Interaction Analytics Application
Autonomy Explore Identifies, Analyzes and Acts on Critical Patterns Across all Customer Touchpoints Including Contact Center, Web Sites, Mobile Phones and Social Media
March 05 2010 NICE Launches Next Generation NICE IEX Workforce Management Solution to Optimize Customer Dynamics
New release delivers an impact on customer interactions and workforce efficiencies via multi-dimensional visibility, multi-channel adherence and offers expanded language support