NTT Communications to Offer Cognitive Agent For Highly Natural Automated Dialogue Support at Contact Centers

PRESS RELEASE: NTT Communications Corporation, the ICT solutions and international communications business within the NTT (NYSE: NTT) Group, announced that in collaboration with U.S.-based IPsoft, a provider of automated solutions for IT and business operations, it will launch a highly automated cognitive agent service for natural conversation support from the summer of 2016. The service will leverage artificial intelligence (AI) to smoothly interact with customers, in English and Japanese, and learn from experiences to successively upgrade the quality of its automated service. Continue reading NTT Communications to Offer Cognitive Agent For Highly Natural Automated Dialogue Support at Contact Centers

Presence Technology launches “Unified Instance Manager” and doubles the capabilities of the Contact Centre

PRESS RELEASE: Presence Technology, a provider of Contact Centre technology announces the release of its new architecture (Unified Instance Manager) that allows its customers to meet their growing needs with total flexibility. This new technology allows Contact Centres have in one instance up to 3,000 agents with unified administration, supervision and reporting, easy balancing of services across platforms, a single directory of agents as well as full CTI transfer (voice and data) of interactions between different departments. Continue reading Presence Technology launches “Unified Instance Manager” and doubles the capabilities of the Contact Centre

NewVoiceMedia’s cloud technology transforms Entanet’s customer experience

PRESS RELEASE: NewVoiceMedia announced that Entanet has transformed its customer experience with ContactWorld for Service. Since deploying NewVoiceMedia’s solution, the voice and data communications provider has been able to answer 80 percent of incoming calls within just 20 seconds and is consistently meeting its partners’ expectations. Continue reading NewVoiceMedia’s cloud technology transforms Entanet’s customer experience

Large Alternative Energy Company Replaces On-Premises System with inContact’s Scalable Cloud Solution

PRESS RELEASE: inContact announced a major provider of alternative residential energy is moving its contact center operations to inContact’s unified cloud platform. The company will implement inContact’s cloud solution to more than 200 agents in four contact centers and utilize the functional and flexible cloud-based solution to support its plans for aggressive growth. Continue reading Large Alternative Energy Company Replaces On-Premises System with inContact’s Scalable Cloud Solution

Echo Managed Services’ work with Financial Times recognised with esteemed customer service award shortlisting

PRESS RELEASE: Specialist multi-channel customer contact outsourcer, Echo Managed Services, has been recognised for its ongoing work with the Financial Times after being named a finalist in the Institute of Customer Service’s prestigious ‘UK Customer Satisfaction Awards’, 2016. Continue reading Echo Managed Services’ work with Financial Times recognised with esteemed customer service award shortlisting

Intelecom’s latest survey reveals the real state of contact centres today

PRESS RELEASE: Intelecom has released the results of its latest survey of 400+ contact centre professionals regarding where they are today and what lies ahead for their contact centres in the next two years. According to the results of the survey new multimedia channels in the contact centre are set to rise exponentially over the next two years with Web Chat anticipated to grow by 82% and Video and WhatsApp expected to increase dramatically by 311% and 470% respectively. Continue reading Intelecom’s latest survey reveals the real state of contact centres today