First public sector role for Amelia as Enfield Council deploys her to boost local services

IPsoft announced that Amelia, its technology platform, will be deployed to work within Enfield Council in a ground-breaking program to improve local service delivery across the North London borough. Amelia is a virtual agent. Capable of analyzing natural language, she understands context, applies logic, learns, resolves problems and even senses emotions. She will be put to work within the Council later this year, with services due to be in operation from the autumn. Continue reading First public sector role for Amelia as Enfield Council deploys her to boost local services

Bavarian Red Cross Increases Staff Collaboration and Reduces Emergency Response Times With Mitel

The Bavarian Red Cross (BRK) has chosen Mitel to provide real-time connectivity across multiple locations and power emergency support situations. For the BRK in Germany, fast response times and high quality service are vital, and in the rescue coordination center every second counts. The Mitel solution connects the largest single rescue station in Bavaria and supports management of the BRK Association. Continue reading Bavarian Red Cross Increases Staff Collaboration and Reduces Emergency Response Times With Mitel

Omni-channel integration is the biggest challenge for contact centres adopting text-based customer service

PRESS RELEASE: Recent research* conducted by Aspect Software has found that while the vast majority of contact centre operators see text-based customer engagement as important, many face difficulties integrating it with other channels. Given the growing desire for text-over-talk options from consumers, Aspect argues that this problem could result in lost revenues for customer engagement companies if not properly addressed. Continue reading Omni-channel integration is the biggest challenge for contact centres adopting text-based customer service