Royal Bank of Scotland Engages IBM Watson For Cognitive Insights to Better Serve Customers

PRESS RELEASE: IBM and Royal Bank of Scotland announced the first pilot with customers of ‘Luvo’ a cognitive chat bot that allows people to interact with an AI-powered platform. Luvo leverages IBM Watson Conversation, a cloud-based cognitive service, to enhance the customer service experience. The bank will begin making Luvo accessible via its webchat service in December, starting with around 10 percent of Royal Bank customers in Scotland that use webchat, helping to answer specific queries on everything from ‘How do I authorise my card to be used overseas?’ to ‘How do I update my home address with the bank’? Continue reading Royal Bank of Scotland Engages IBM Watson For Cognitive Insights to Better Serve Customers

TeleWare Achieves three Microsoft Silver Competencies for Data Analytics, Data Platform and Datacenter

TeleWare announced it has achieved silver competencies for Data Analytics, Data Platform and Datacenter, demonstrating its ability to meet Microsoft Corp. customers’ evolving needs in today’s mobile-first, cloud-first world. To earn a Microsoft silver competency, partners must successfully demonstrate expertise through rigorous exams, culminating in Microsoft certifications. Continue reading TeleWare Achieves three Microsoft Silver Competencies for Data Analytics, Data Platform and Datacenter

Leeds Beckett University Creates a Smart Campus with Avaya’s Fabric Networking Solutions

PRESS RELEASE: Avaya announced that Leeds Beckett University has upgraded its Fabric networking technology to provide ubiquitous Wi-Fi connection to all staff and students. Avaya’s technology has allowed the university to increase the total number of access points from 800 to 1,800, giving network access to over 25,000 students and 3,200 members of staff, anytime, anywhere. Continue reading Leeds Beckett University Creates a Smart Campus with Avaya’s Fabric Networking Solutions

Thunderhead Appoints James Bodha as Chief Operating Officer

PRESS RELEASE: Thunderhead announced the appointment of James Bodha as Chief Operating Officer. Bodha, formerly Chief Financial Officer at Thunderhead, will now oversee the company’s worldwide operations and strategy execution as Thunderhead continues to scale its ground breaking enterprise customer engagement solution, the ONE Engagement Hub. Continue reading Thunderhead Appoints James Bodha as Chief Operating Officer

Samsung to Acquire Viv, the Next Generation Artificial Intelligence Platform

PRESS RELEASE: Samsung Electronics announced that it has agreed to acquire Viv Labs, the intelligent interface to everything. Viv has developed a unique, open artificial intelligence (AI) platform that gives third-party developers the power to use and build conversational assistants and integrate a natural language-based interface into renowned applications and services. The transaction is subject to customary closing conditions. Continue reading Samsung to Acquire Viv, the Next Generation Artificial Intelligence Platform

More Than a Feeling: New Research Confirms the Impact of Emotion on Specific Customer Service Outcomes

PRESS RELEASE: Organizations looking for a way to better understand the relationship between their customers’ emotions and their business results will find a concrete starting point for their efforts — as well as a few surprises — in a new research report published today by Mattersight Corporation’s Personality Labs. Continue reading More Than a Feeling: New Research Confirms the Impact of Emotion on Specific Customer Service Outcomes

Dissatisfaction is Brewing: Research reveals Non-management Employees Left Unfulfilled by Workplace Culture

The workplace culture at businesses across Western Europe is not sufficiently tailored to the needs and expectations of non-management employees, according to new research from Oracle. While most manager and director-level workers feel they receive the tools, guidance and feedback they need to flourish, the majority of employees in non-management positions believe more must be done to help them develop and contribute to their company’s success. Continue reading Dissatisfaction is Brewing: Research reveals Non-management Employees Left Unfulfilled by Workplace Culture

Growth of Connected Devices Creates New Opportunities for Brand Differentiation through Customer Service

PRESS RELEASE: While connected devices have made their way into the households of millions of consumers, new insights from research firm IDC found that less than one-third (31 percent) of consumers surveyed feel they take full advantage of all the capabilities of their digital assets, with 16 percent of users not knowing how to fully set up their devices, and nearly a quarter (24 percent) feeling that their digital assets had capabilities that would be useful, but were unsure of what they were. Continue reading Growth of Connected Devices Creates New Opportunities for Brand Differentiation through Customer Service