Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think

While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives on the topic. Continue reading Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think

Sykes Acquires Pure-Play & Best-of-Breed RPA Service Provider Symphony Ventures

Sykes Enterprises, Incorporated (“SYKES”), a leading provider of multichannel demand generation and global customer engagement services, announced it has entered into a definitive agreement to acquire Symphony Ventures Limited, or “Symphony”, the leading global pure-play and best-of-breed provider of RPA services. Continue reading Sykes Acquires Pure-Play & Best-of-Breed RPA Service Provider Symphony Ventures

OpenText Enables Intelligent and Connected Customer Service in the Cloud

OpenText™, a global leader in Enterprise Information Management (EIM) announced the availability of OpenText Qfiniti for Amazon Connect, a self-service, cloud-based contact centre solution that enables any business to deliver better customer service at a lower cost. OpenText Qfiniti is available now on AWS Marketplace. Continue reading OpenText Enables Intelligent and Connected Customer Service in the Cloud

Pegasystems’ Robotic Process Automation Capabilities Recognized on Constellation Research’s Constellation ShortListTM

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced that leading technology research and advisory firm Constellation Research has named Pega to the Constellation ShortList™ for Robotic Process Automation for Q3, 2018 (1). Pega was named among the top eight solutions evaluated for robotic process automation (RPA) software. Continue reading Pegasystems’ Robotic Process Automation Capabilities Recognized on Constellation Research’s Constellation ShortListTM

Oracle Helps Brands Eliminate Customer Blind Spots

Oracle announced Oracle CX Unity, a unique approach to managing customer data that enables organizations to deliver an experience that is timely, relevant, and consistent across known and unknown interactions. Existing approaches are built around the idea of a linear “customer journey” and simply focus on integrating sales, marketing, and customer service applications. Continue reading Oracle Helps Brands Eliminate Customer Blind Spots

Bright Pattern Simplifies Omnichannel Workforce Management with Loxysoft Integration

Bright Pattern, omnichannel contact centre vendor, partners with Loxysoft’s flagship WFM solution, ProScheduler. The solution helps midsize and enterprise businesses leverage their workforce investments to accurately schedule agents using sophisticated software in order to reduce staffing costs while improving ROI. Continue reading Bright Pattern Simplifies Omnichannel Workforce Management with Loxysoft Integration