UK insurance customer service worsening, with 68% of queries left unanswered on digital channels

PRESS RELEASE: 91% of consumers say good digital customer service from insurers makes them more loyal – yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook. In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder that just 15% of consumers are happier with the insurance customer experience compared to 5 years ago. Continue reading UK insurance customer service worsening, with 68% of queries left unanswered on digital channels

Contact centres rush to the Cloud to overcome legacy system limitations

PRESS RELEASE: The Cloud revolution is picking up pace in the contact centre industry, driven by legacy system limitations, changing customer behaviours and more flexible business models. These are the findings of a new report: The State of Customer Experience 2017, which confirms that 39% of UK contact centres have already migrated to the Cloud and 57% are planning or actively considering a move within the next three years. Continue reading Contact centres rush to the Cloud to overcome legacy system limitations

It’s time to rethink the contact centre: Ember report highlights chasm between perception and reality within contact centre industry

PRESS RELEASE: Long held stereotypes around call centre workers are deterring skilled workers and putting one of the UK’s largest industries, and opportunities for talent development and career enhancement, at risk. A new report, commissioned by outsourced contact centre specialists Kura in partnership with Ember Services, sets out to understand what the contact centre adviser of the future will be expected to do, the benefits to be gained by both organisation and workforce, and the steps required to get there. Continue reading It’s time to rethink the contact centre: Ember report highlights chasm between perception and reality within contact centre industry

Freshdesk Inc. Is Now Freshworks Inc.

PRESS RELEASE: Freshdesk announced the creation of Freshworks, a new umbrella brand that will bring together the Company’s growing suite of business software. Following breakout growth of the company’s customer support software, and the introduction of new products for IT Service Management (“ITSM”), customer relationship management (“CRM”) and cloud-based call centers, Freshworks products are designed to help companies better engage and communicate with their customers and employees. Continue reading Freshdesk Inc. Is Now Freshworks Inc.

Senior appointments after rapid expansion for North East company

PRESS RELEASE: Growing North East contact centre EC Outsourcing has made two senior appointments to its team, as it continues to grow into new territories. The Boldon-based sales and acquisition specialist has appointed a new Marketing Manager and Head of Learning and Development to its continually expanding workforce. Continue reading Senior appointments after rapid expansion for North East company

Nuance Says “Text Me”; Amps Up Customer Self-Service with Asynchronous Messaging for SMS, In-App and Social Messaging Bots and Platforms

PRESS RELEASE: Nuance announced virtual assistant and asynchronous chat innovations have been added to the Nuance Digital Engagement Platform – innovations that make it possible and practical for enterprises to engage with their customers using app messaging and SMS. Continue reading Nuance Says “Text Me”; Amps Up Customer Self-Service with Asynchronous Messaging for SMS, In-App and Social Messaging Bots and Platforms

NICE Introduces Enhanced Suite of Advanced Customer-Centric Solutions for Enterprises in China

NICE announced its next-generation Interaction Analytics solution, Nexidia Analytics, and enhanced Real-Time Authentication (RTA) offering for customers in China. These solutions offer enterprises a data-driven service culture for improved customer satisfaction, by enabling the use of analytics across every interaction channel as well as swift customer authentication during self-service Interactive Voice Response (IVR) calls and interactions with a service representative. Continue reading NICE Introduces Enhanced Suite of Advanced Customer-Centric Solutions for Enterprises in China

8×8 Launches New Global Distribution Model with Leading Master Agents and Value Added Distributors

8×8 announced a global distribution model that enables master agents and distributors to accelerate their marketing and sales of 8×8 Communications Cloud™ services, and provide a clear blueprint for expanding their partnership with 8×8 into new regions. Continue reading 8×8 Launches New Global Distribution Model with Leading Master Agents and Value Added Distributors