Twitter least effective customer service channel for UK brands, according to new study

PRESS RELEASE: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with Twitter performance particularly patchy according to a new study. Only 39% of companies were able to answer customer service questions asked through Twitter – despite 76% of organisations now being contactable through this channel. Continue reading Twitter least effective customer service channel for UK brands, according to new study

£5m investment enables AOMi to capitalise on growing market demand

AOM_Int_2colPRESS RELEASE: Active Operations Management International (AOMi), a leader in back office workforce optimisation solutions, has raised £5m of new capital led by private equity fund manager Calculus Capital.1 The new funding will enable AOMi to make the most of global demand and continue to confirm its proprietary cloud-based Workware™ software as the industry standard for back office workforce optimisation, both in the UK and internationally.  Continue reading £5m investment enables AOMi to capitalise on growing market demand

Diversified insurance and financial services group accelerates omnichannel customer engagement with eGain

logo_egainPRESS RELEASE: eGain, the leading provider of cloud-based customer engagement solutions announced that a leading US-based insurance and financial services group of companies has deployed an eGain-powered customer engagement hub (CEH) in the cloud to accelerate sales and service across digital, contact center, and field channels.  Continue reading Diversified insurance and financial services group accelerates omnichannel customer engagement with eGain

SAS® Analytics in the cloud helps Lenovo hear voice of customers

PRESS RELEASE: SAS® Analytics in the cloud is helping Lenovo transform itself into the industry’s leading consumer-driven company.
Lenovo is running powerful big data analytics software from SAS, the global leader in analytics (per IDC and Forrester), on the public cloud infrastructure of Amazon Web Services (AWS). The computer manufacturer is combining insights from its own data with unstructured data, such as social media, product reviews, customer forums, call center logs and online chat sessions.  Continue reading SAS® Analytics in the cloud helps Lenovo hear voice of customers

Nationstar Mortgage selects Fonolo’s Call-Back Solution to enhance the contact centre experience

PRESS RELEASE: Fonolo, the company that improves the call center experience by replacing hold time with a call-back, continues to grow its portfolio of world-class partnerships with the addition of Nationstar Mortgage. By adding Fonolo’s solution to its call center, Nationstar now offers its customers the option to receive a call-back from the next agent, rather than waiting on hold.  Continue reading Nationstar Mortgage selects Fonolo’s Call-Back Solution to enhance the contact centre experience

SAS® Customer Intelligence addresses digital business challenges

PRESS RELEASE: The latest version of SAS® Customer Intelligence will help businesses connect data, analytics, and data visualization to become more digitally adept. The new solution brings together digital data from more sources faster than ever before. Quick and easy access to all digital data – social, mobile or e-commerce – leads to quicker decisions for customer engagement and digital operations. SAS Customer Intelligence provides marketers with answers in minutes or seconds and displays reports with graphical clarity using visual analytics reporting capabilities.  Continue reading SAS® Customer Intelligence addresses digital business challenges