Leading UK Fashion Retailer Extends Partnership with NICE to Improve Customer Experience

PRESS RELEASE: NICE announced that N Brown Group, a leading online fashion retailer, is expanding its implementation of NICE’s Total Voice of the Customer solution to improve the quality of its customer experience insights. This is part of a robust customer-centric initiative throughout the organisation. N Brown Group, whose brands include JD Williams, Simply Be and Jacamo, is focusing its efforts on improving the customer experience at several key stages along the customer journey, including frontline customer service, product and delivery. Continue reading Leading UK Fashion Retailer Extends Partnership with NICE to Improve Customer Experience

Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

PRESS RELEASE: Genesys® released new research showing that Brits spend an average of over five and a half weeks on the phone to contact centres over the course of their lives. Exploring how consumers want to interact with brands across channels, the survey of over 2,000 British consumers conducted by Censuswide on behalf of Genesys found that 83 percent of consumers prefer to call companies and organisations for fast issue resolution and that Brits spend an average of 17 minutes a week on the phone to contact centres. Continue reading Brits Spend 5.5 Weeks of Their Lives Calling Customer Support

KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

PRESS RELEASE: KDDI Evolva, one of Japan’s leading call-center service providers, has announced an agreement with Avaya to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a next-generation contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service. Continue reading KDDI Evolva to Build Contact Center Platform on Avaya Breeze to Offer as a Cloud Service to Enterprises

Dubai’s RTA Awards Avaya a Strategic Contract

PRESS RELEASE: Dubai’s Roads and Transport Authority (RTA) today announced that Avaya had won a three-year strategic contract to support the RTA’s 8009090 Contact Center operations under a managed services agreement. The three-year contract will see Avaya partner with the RTA to deliver a richer customer experience to the residents and visitors of Dubai. Continue reading Dubai’s RTA Awards Avaya a Strategic Contract

Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?

PRESS RELEASE: The Payments Systems Regulator (PSR) has announced that banks must do more about the issue of ‘push’ fraud, where victims are tricked into sending instant payments to the wrong recipient. Consumer group Which? – who initiated a super complaint – has suggested that because banks do not have to compensate consumers due to these payments they are not incentivised to prevent it. But Keiron Dalton of Aspect Software’s digital identity division has suggested that it is completely within the interests of banks and payment service providers to work together to combat increasing fraud as a unit. Continue reading Aspect Software calls for banks to collaborate and prevent fraud in light of PSR response to Which?