Salesforce Introduces Service Cloud Einstein, the World’s #1 Intelligent Customer Service Platform

PRESS RELEASE: Salesforce announced Service Cloud Einstein, the world’s #1 intelligent customer service platform. With Service Cloud Einstein, companies can use artificial intelligence to manage the increasing complexity of customer service and drive new levels of agent productivity and efficiency, while providing customers with a world-class, omni-channel service experience. Service Cloud Einstein adds a layer of intelligence to every service interaction, empowering all service employees to deliver incredible customer experiences—whether it is the agent, supervisor or mobile worker in the field. Continue reading Salesforce Introduces Service Cloud Einstein, the World’s #1 Intelligent Customer Service Platform

Explosive growth sees Kura add an additional 700 seats to contact centre portfolio

PRESS RELEASE: Outsourced contact centre and software specialist, Kura, is experiencing strong growth following a new contract with energy giant Scottish Power. This new win will see Kura grow its employee base to 1,800 and add two additional sites, one of which will be its first site in England. The first, which opened in early February, is based in Forres in Morayshire. The second is in the Sefton area of Liverpool. Continue reading Explosive growth sees Kura add an additional 700 seats to contact centre portfolio

Avaya Launches Cloud Contact Center in Partnership with Spoken Communications for Business Process Outsourcers

PRESS RELEASE: Avaya and Spoken Communications, a leading innovator in Contact Center as a Service (CCaaS) solutions, have formed a strategic co-development partnership focused on enabling Business Process Outsourcers (BPO) to transition to and fully leverage the cloud. Avaya Enterprise Cloud for BPO is an integrated Avaya cloud service that brings together Avaya’s Customer Engagement applications with Spoken ConversationCenter CCaaS. Continue reading Avaya Launches Cloud Contact Center in Partnership with Spoken Communications for Business Process Outsourcers

Wilmac Partners with Cognia to Offer Cloud-Based Unified Communications Solutions, Including Mobile Recording and Archiving Services

PRESS RELEASE: Wilmac, the premier global provider of sales, professional services, and support for the world’s most widely used recording technologies, has announced the formation of a strategic partnership with Cognia, a worldwide leader in cloud-based Mobile Compliance Recording and archiving, to offer multimedia capture, archiving, search, and analytics on a single, global cloud platform-as-a-service. Continue reading Wilmac Partners with Cognia to Offer Cloud-Based Unified Communications Solutions, Including Mobile Recording and Archiving Services

Consumers want more retail apps to incorporate AI and AR

PRESS RELEASE: Retailers need to embrace next generation technology such as artificial intelligence (AI) and augmented reality (AR) if they want shoppers to continue using their apps, new research has found. The study found that nearly 30% of consumers would like to see more innovation in mobile apps, so that they provide a better, more personalised shopping experience. Shoppers surveyed said they would be more likely to download a retail app if it featured technology that helped them to make a buying decision, or let them preview products before purchasing them. Continue reading Consumers want more retail apps to incorporate AI and AR