PRESS RELEASE: Verint® announced that the operations hub of an international insurance organization is implementing Verint Enterprise Workforce Optimization™ (WFO) to provide service to several of its various global centers. The insurer selected Verint’s WFO solutions to help advance operational performance and workforce efficiency in order to execute work faster and more accurately, better meet customer expectations and reduce costs.* Continue reading International Insurance Provider Implementing Enterprise Workforce Optimization Software from Verint
Monthly Archives: May 2017
Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams
PRESS RELEASE: Nokia unveiled new machine learning capabilities and expertise to help service providers strengthen the digital customer experience. Designed to help service providers improve business processes and deliver greater value to subscribers, Nokia’s new solutions include Nokia Autonomous Customer Care and Nokia Cognitive Analytics for Crowd Insight software, and the Nokia Analytics Office Services suite, each targeting high-growth segments of the software and services market. Continue reading Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams
Cisco Announces Intent to Acquire MindMeld
PRESS RELEASE: Cisco announced its intent to acquire MindMeld Inc., a privatelyheld artificial intelligence (AI) company based in San Francisco. MindMeld has pioneered the development of a unique AI platform that enables customers to build intelligent and human-like conversational interfaces for any application or device. Continue reading Cisco Announces Intent to Acquire MindMeld
Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds
PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds
75% of UK shoppers trust other customers over retail staff
PRESS RELEASE: Despite retailers’ best efforts to improve customer experience and engagement, research by conversational commerce platform iAdvize has found that the majority of UK consumers look to peers when making a purchasing decision, rather than the retailer or brand. Continue reading 75% of UK shoppers trust other customers over retail staff
Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social
Lithium Technologies today released the State of Social Engagement 2017, its annual study that examines whether brands are using social to engage effectively with consumers. Among the key findings, 98 percent of brands are stuck in broadcast mode, relying largely on push tactics rather than proactively listening and responding to their customers across social channels. Continue reading Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social