Journeycall secures ATOC contract for another year

PRESS RELEASE: Journeycall has secured another year of their existing contract with ATOC (Association of Train Operating Companies) from 17th January 2017. Arbroath-based contact centre Journeycall has worked with ATOC since 2012, providing a full service by responding to telephone, email and social media enquiries, as well as helping customers apply for and purchase railcards. Continue reading Journeycall secures ATOC contract for another year

ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions

PRESS RELEASE: Verint® announced that one of the Netherlands’ leading financial services organizations, ABN AMRO, is using its Verint Workforce Management™ software to enhance customer engagement processes. Leveraging the Verint solution, ABN AMRO has met an ambitious target of providing contact with an agent within 40 seconds of an enquiry 90 percent of the time. Continue reading ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions

NICE Introduces CX Intensive – A Toolkit to Help Organizations Better Strategize, Implement and Manage their Customer Experience Programs

PRESS RELEASE: NICE announced the launch of NICE CX Intensive, a set of hands-on tools and strategies to help organizations successfully manage their Customer Experience programs. Drawing upon thousands of client interactions and analyst insights, this toolkit enables Customer Experience (CX) professionals to make the most of NICE’s technology by providing extensive support and knowledge from the planning phase to a fully operational stage. Continue reading NICE Introduces CX Intensive – A Toolkit to Help Organizations Better Strategize, Implement and Manage their Customer Experience Programs

Genesys Launches Omnichannel Customer Service Benchmarking Tool

PRESS RELEASE: Genesys announced the availability of a new digital omnichannel customer service benchmarking tool. Licensed from Forrester Research, the digital online assessment tool consisting of a short quiz with nine questions helps companies assess the state of their omnichannel customer service readiness and provides prescriptive guidance on next steps. Continue reading Genesys Launches Omnichannel Customer Service Benchmarking Tool

Salesforce Releases New Research on the ‘Salesforce Economy’ — Creating 1.9 Million Jobs and $389 Billion in GDP Worldwide by 2020

PRESS RELEASE: Salesforce announced new research from IDC detailing how Salesforce and its ecosystem of customers and partners will drive nearly 1.9 million new jobs and more than $389 billion in new GDP impact worldwide by 2020.[1] The new data underscores strong momentum from the community of Salesforce customers, partners and developers who power the “Salesforce economy” worldwide. In fact, as of this week, customers have installed apps more than 4 million times from the Salesforce AppExchange, the world’s longest-running and largest business apps marketplace. Continue reading Salesforce Releases New Research on the ‘Salesforce Economy’ — Creating 1.9 Million Jobs and $389 Billion in GDP Worldwide by 2020

Twilio Study finds that 9 out of 10 consumers globally want to message with brands

PRESS RELEASE: Twilio released the results of its Global Mobile Messaging Consumer Report. The results show that while 9 out of 10 consumers want to use messaging to communicate with brands, less than half of global businesses have the infrastructure in place to fulfill this customer demand.* Twilio surveyed more than 6,000 consumers across 3 continents including North America, Europe and Asia. Continue reading Twilio Study finds that 9 out of 10 consumers globally want to message with brands