10 questions to ask before your company adds a chatbot

The chatbot boom began in earnest one year ago, when the most popular messaging platform launched its newest gamble: Facebook Messenger Bots. However, the origin of chatbots dates back to the 60s, when the first chatbot, Eliza, was created. Since then, bots have been used in the customer service arena. But this Facebook launch was really when chatbots began to proliferate across the internet. Continue reading 10 questions to ask before your company adds a chatbot

Intradiem Provides Real-time Intraday Insights and Automation for NICE inContact CXone Users to Reduce Costs and Improve Agent Performance

NICE inContact announced that Intradiem has joined the DEVone developer program and is providing a real-time intraday automation platform available on CXexchange marketplace. Products available on CXexchange are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform. Intradiem provides a real-time Intraday Automation platform for contact centers that extends CXone Workforce Optimization with a solution that reduces costs and improves agent performance and engagement. Continue reading Intradiem Provides Real-time Intraday Insights and Automation for NICE inContact CXone Users to Reduce Costs and Improve Agent Performance

Sykes Expands Customer Service Delivery Model with a Beachhead in the Republic of Cyprus

Sykes, a global business process outsourcing leader in providing comprehensive inbound customer engagement services to Global 2000 companies, announced that it has launched its initial expansion into Cyprus with a new delivery facility in the city of Larnaca in order to further augment its multi-lingual customer engagement capabilities. Continue reading Sykes Expands Customer Service Delivery Model with a Beachhead in the Republic of Cyprus

TeleTech Unveils New Customer Experience Innovation Lab at Las Vegas Center

TeleTech, a leading global provider of customer experience, engagement, and growth solutions delivered through its proprietary, end-to-end HumanifyTM Customer Engagement as a Service offering, announced the opening of the company’s first Customer Experience(CX) Innovation Lab in Las Vegas, Nevada. Continue reading TeleTech Unveils New Customer Experience Innovation Lab at Las Vegas Center

Zendesk Adds Former New Relic, Salesforce, Oracle Executive to its Board of Directors

Zendesk announced the appointment of Hilarie Koplow-McAdams to its Board of Directors. Koplow-McAdams brings deep global enterprise software sales expertise to Zendesk, having formerly held executive leadership positions at New Relic, Salesforce, Intuit, and Oracle. Continue reading Zendesk Adds Former New Relic, Salesforce, Oracle Executive to its Board of Directors