Creative Virtual’s V-Person™ Technology Has Been Selected by a Leading United States Wireless Telecommunications Provider

PRESS RELEASE: Creative Virtual announced that it continues to increase its penetration in the Telecommunications/Cable sector with its latest deployment of V-Person, Creative Virtual’s Intelligent Virtual Assistant (IVA) technology. A leading wireless provider has moved from the pilot stage to full scale implementation, and will deploy V-Person on their website and on mobile devices to help thousands of users self-serve and reduce call centre and live chat volumes on a daily basis. Continue reading Creative Virtual’s V-Person™ Technology Has Been Selected by a Leading United States Wireless Telecommunications Provider

CounterPath Announces Native Bria Integration with Microsoft Lync

PRESS RELEASE: CounterPath announced plans to launch Bria with support for Microsoft Lync, positioning CounterPath to unite enterprise communication services based on third party call servers from Cisco, Avaya and other infrastructure vendors with Microsoft Lync’s Instant Message and Presence Functionality. Continue reading CounterPath Announces Native Bria Integration with Microsoft Lync

Virtual Hold Technology Secures Patent That Improves How Customers Search and Locate Customer Service Assistance via the Web

PRESS RELEASE: Virtual Hold Technology (VHT) has received a patent for technology that serves up customer service information on search engines. The technology enhances a customer’s ability to find and connect with customer service representatives, decreasing complaints, defections and lost revenue. Continue reading Virtual Hold Technology Secures Patent That Improves How Customers Search and Locate Customer Service Assistance via the Web

Lloyds Banking Group ‘on call’ for BBC Children in Need

PRESS RELEASE: Over 1,700 Lloyds Banking Group colleagues at call centres across the UK, including Pudsey in Yorkshire, will be showing their support for BBC Children in Need by volunteering to process millions of pounds donated by the public late into the night during the Appeal Night telethon on Friday 13 November. Continue reading Lloyds Banking Group ‘on call’ for BBC Children in Need

Email beats social media as best channel for customer service in retail

PRESS RELEASE: Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. Released today, the 2015 Eptica Retail Multichannel Customer Experience Study evaluated 500 US retailers on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter. Continue reading Email beats social media as best channel for customer service in retail

UK Banks Face Customer Complacency Concerns in Face of Digital Disruption, Study Shows

PRESS RELEASE: Retail banks in the UK will have to shake themselves out of a state of customer experience complacency if they are to stave off the threat of newer, disruptive entrants to the industry in the next few years, according to research conducted by Redshift Research. The study was conducted on behalf of strategic business applications provider Pegasystems, and raises significant questions about whether retail banks are doing enough to address the threat of disruptive services. Continue reading UK Banks Face Customer Complacency Concerns in Face of Digital Disruption, Study Shows