Optus Makes Customer Service Brilliant with [24]7’s Chat in the Optus Mobile App

PRESS RELEASE: [24]7, the intuitive customer experience company, today announced that Optus, an Australian leader in integrated communications and a wholly-owned subsidiary of SingTel, has deployed [24]7’s mobile chat capability in the Optus mobile app, allowing consumers to chat with Optus customer service from a mobile device. Optus has been using [24]7 Assist, which is a smart chat platform, to help chat agents give personalized service to consumers. Continue reading Optus Makes Customer Service Brilliant with [24]7’s Chat in the Optus Mobile App

Bull and CustomerMatrix Announce Strategic Partnership for Delivering Innovative Big Data Applications

PRESS RELEASE: Bull and CustomerMatrix announced a strategic partnership to integrate the world’s first enterprise cognitive application from CustomerMatrix into Bull Big Data Analytics offering. It empowers Bull’s customers to quickly and cost-effectively deliver ultra-relevant contextual insights and enabling them to take actions directly to front-line employees. Continue reading Bull and CustomerMatrix Announce Strategic Partnership for Delivering Innovative Big Data Applications

Leicestershire County Council Opens its Doors to Data with Tableau

PRESS RELEASE: Tableau Software, a global leader in rapid-fire, easy-to-use business analytics software, today announced that Leicestershire County Council is taking its first steps to promote greater data understanding across the entire organisation. The Research and Insight Team has deployed Tableau to enhance its analysts’ ability to explore, compare and communicate council performance data faster, to better serve local residents with the front-line services that matter to their neighbourhoods. Continue reading Leicestershire County Council Opens its Doors to Data with Tableau

Conversocial Continues Growth with New Funding and Hire of VP North America

PRESS RELEASE: Leading social customer service platform Conversocial today announced an additional $5m of Series A2 funding this morning, bringing the total A2 round to $9.4m, as well as the hiring of Kristin Shevis, joining from Hearsay social, as VP North America. Continue reading Conversocial Continues Growth with New Funding and Hire of VP North America

Alorica Named ‘Best Outsourced Provider’ By 2014 Call Center Week Excellence Awards

PRESS RELEASE: Alorica, a worldwide leading provider of customer management outsourcing solutions, has been chosen by the International Quality & Productivity Center (IQPC) 2014 Call Center Week Excellence Awards as the winner in the ‘Best Outsourced Provider’ category. The award recognizes top industry innovators and was given to Alorica for its strategic thinking, creativity and execution of outsourcing solutions. Continue reading Alorica Named ‘Best Outsourced Provider’ By 2014 Call Center Week Excellence Awards

UK Businesses Losing Over a Third of Customers Due to Poor Service

PRESS RELEASE: As a result of poor customer service, over two-thirds (69%) of Brits have acted on their frustration when dealing with a company, with nearly half (46%) demanding to speak to a supervisor and over a third (34%) either cancelling their service or stopping using a brand altogether. These are the findings from an online survey conducted by Harris Poll on behalf of ClickSoftware (NasdaqGS: CKSW) in May 2014 of over 2,000 UK adults. Continue reading UK Businesses Losing Over a Third of Customers Due to Poor Service