The art of the possible in personalised service

By Hilla Karni, VP Product Marketing, ClickSoftware… When it comes to personalisation in customer service, many organisations are falling short of expectations. According to the 2016 Aspect Consumer Experience Index, 58% of surveyed participants feel underappreciated by the organisations they do business with. Even more worryingly, HuffPost reported that 49% of consumers stopped buying from at least one company in the previous 12 months. Customers are not satisfied with the service that is being provided, and businesses need to adapt or risk losing them. Continue reading The art of the possible in personalised service

NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing

NICE inContact ushered in a new era of customer experience management with the CXone Summer 2017 release. By introducing innovative cloud native workforce optimization (WFO) applications, NICE inContact CXone™ is the first and only platform that combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all built on an Open Cloud Foundation. Continue reading NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing

CAS(T) certification marks government-grade excellence in security for SSE Enterprise Telecoms

SSE Enterprise Telecoms – one of the UK’s leading connectivity suppliers, and part of SSE plc – today announced it has been certified by KPMG and the National Cyber Security Centre to the CAS(T) UK Government standard for telecommunications companies for its layer one Optical and layer two Ethernet network services. Continue reading CAS(T) certification marks government-grade excellence in security for SSE Enterprise Telecoms