Audio and communications technology specialist Jabra announced the appointment of Tero Tolonen as VP of Product Management, Large Enterprise Business. In his new role, Tero will be responsible for business-to-business product management at Jabra. His role will have a strong focus on maximising business value, balancing new product introductions and the management of in-market product lifecycles. Continue reading Jabra appoints Tero Tolonen as new VP Product Management
PRESS RELEASE: Content Guru was honoured to welcome a prestigious visitor to Radius Court as Mr James Puxley, Lord Lieutenant of the Royal County of Berkshire, formally presented Content Guru with a Queen’s Award for Enterprise: Innovation. The Queen’s Award recognises storm® CONTACT™, Content Guru’s multi-channel cloud contact centre product, as an outstanding example of innovation. Continue reading Lord Lieutenant of Berkshire Presents Content Guru with a Queen’s Award for Enterprise
PRESS RELEASE: Stefanini has responded to the increasing importance of artificial intelligence with the launch of its cognitive computing platform, Sophie, which can automate a broad range of business and IT services. The launch of Sophie follows three years of research and development and a pilot project for clients in Brazil. Continue reading Stefanini responds to artificial intelligence trend with launch of cognitive computing platform Sophie
PRESS RELEASE: Jive Software announced that UNIQA Insurance Group AG, a leading European insurance group, launched a new Jive-powered Interactive Intranet to strengthen strategic alignment and employee engagement across its global workforce. With this modern corporate communications solution, the rapidly growing company is cultivating a more transparent, unified culture, while gaining a better understanding of the reach and impact of its internal messages. Continue reading UNIQA Strategically Aligns its Global Workforce with Jive
PRESS RELEASE: Hinduja Global Solutions Limited (HGS) announced it received Frost & Sullivan’s 2016 North American Contact Center Outsourcing New Product Innovation Award for DigiCX, a suite of customer experience (CX) services designed to transform traditional call center approaches by unifying customer engagement regardless of channel or device.
“The proliferation of channels and devices that digital-savvy consumers now have at their fingertips is creating an operational challenge for all contact centers,” said Michael DeSalles, Principal Analyst, Digital Transformation at Frost & Sullivan. “What DigiCX does is optimize the ideal blend of self-service, automation and agent-assistance that’s just right for the client’s business.”
DigiCX takes an innovative design-thinking approach to reimagine the traditional customer experience. DigiCX leads with dynamic self-service intelligently integrating people to help consumers “Get the Right Answer Fast” at every moment of truth using analytics, automation and artificial intelligence. It helps companies measure where their customers want to interact and then deploys the right mix of engagement solutions across voice, digital and mobile channels to provide a differentiating customer experience.
“Always being open, easy to do business with, helping customers complete transactions and quickly resolve issues over any device is the new consumer expectation,” said Chris Lord, SVP, Global Head DigiCX at HGS. “We’re honored to receive this award, which underscores our commitment to optimizing customer experience. By applying new design thinking we are moving past traditional call center approaches and incubating innovative ideas to help consumers get the right answer fast while meeting the corporate need for asset light and quick to deploy solutions that work with existing infrastructure and CRM investments.”
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluate companies’ new product attributes (match to needs; reliability; quality; positioning; and design) and customer impact (price/performance value; customer purchase, ownership and service experience; and brand equity) to determine best in class cases.
DeSalles further noted, “Frost & Sullivan believes with the launch of DigiCX, that HGS has articulated a clear unified customer experience strategy to the market. HGS has added another new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services.”