Nuance and Huawei Answer the Call for China Mobile Jiangsu, Delivering a More Engaging Customer Experience with Speech and Natural Language in the Call Center

PRESS RELEASE: Nuance Communications, Inc. announced that China Mobile Jiangsu Branch has leveraged Nuance’s speech and Natural Language Understanding (NLU) technology to vastly improve the phone experience for callers in need of service or support. Together with partner Huawei, Nuance has created a more natural and intuitive customer experience for China Mobile Jiangsu Branch, replacing their phone menu trees with a conversational speech interface that saves customers time and increases call routing accuracy. Whatever their request, Jiangsu Mobile customers can simply speak naturally to receive fast and convenient assistance. Continue reading Nuance and Huawei Answer the Call for China Mobile Jiangsu, Delivering a More Engaging Customer Experience with Speech and Natural Language in the Call Center

Interactive Intelligence Global Customer and Partner Conference Draws 2,200-Plus Attendees from 42 Countries

PRESS RELEASE: Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, reported record attendance at its global INTERACTIONS 2014 customer and partner conference, which drew 2,200-plus attendees from 42 countries. Continue reading Interactive Intelligence Global Customer and Partner Conference Draws 2,200-Plus Attendees from 42 Countries

Salesforce ExactTarget Marketing Cloud Launches the Next Generation of Journey Builder; Accelerates the Transformation of Marketing to Customer Journeys

PRESS RELEASE: The ExactTarget Marketing Cloud from salesforce.com (CRM), the world’s #1 CRM platform, today launched the next generation of Journey Builder, the comprehensive customer journey management platform to plan, personalize and optimize 1:1 customer interactions across channels and devices. Continue reading Salesforce ExactTarget Marketing Cloud Launches the Next Generation of Journey Builder; Accelerates the Transformation of Marketing to Customer Journeys

Cold calls could make consumers freeze out genuine customer service

BLOG: The battle against cold calls doesn’t appear to be over yet, as it was revealed this week that the Telephone Preference Service (TPS) still lets through two out of every three of these nuisance calls. Dave Ogden, a call centre consultant, has called for more to be done to stop cold calls and says it is a select few who are giving the industry a bad name. Continue reading Cold calls could make consumers freeze out genuine customer service

Teleperformance Named Best Outsourcing Company of the Year at European Outsourcing Awards

PRESS RELEASE: Teleperformance, the global leader in outsourced multichannel customer experience management, announced that the company swept up two of the top awards at The European Outsourcing Association (EOA) Awards, including the Best Outsourcing Company of the Year and the Award for Innovation in Outsourcing for its Teleperformance Customer Experience (CX) Lab. Continue reading Teleperformance Named Best Outsourcing Company of the Year at European Outsourcing Awards

Sitel Named a Top 10 Outsourcing Service Provider by ISG

PRESS RELEASE: Sitel, a leading global customer care provider announced it has been named a Top 10 Outsourcing Service Provider by Information Services Group (ISG), a leading technology insights, market intelligence and advisory services company. Sitel provides outstanding customer experiences for some of the world’s best known brands. Continue reading Sitel Named a Top 10 Outsourcing Service Provider by ISG