Ingeus improves productivity by 70% thanks to West’s cloud technology

West, a leading cloud contact centre technology provider announces that Ingeus, a founding member of the UK’s B Corp community of for-profit companies committed to social purpose and environmental impact, has experienced a 70% increase in productivity after moving its contact centre operations to the cloud by deploying West’s Cloud Contact Centre Pro solution. Continue reading Ingeus improves productivity by 70% thanks to West’s cloud technology

IP Australia Adopts Pega Robotic Automation to Further Drive Efficiencies and Enhance Customer Experience

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, announced that Intellectual Property (IP) Australia has adopted Pega® Robotic Automation to improve overall customer experience by automating business processes to significantly reduce time and costs associated with data entry. Continue reading IP Australia Adopts Pega Robotic Automation to Further Drive Efficiencies and Enhance Customer Experience

Twilio Launches Studio, Enabling Companies to Accelerate their Customer Engagement Roadmaps

Twilio, the leading cloud communications platform announced Twilio Studio, a visual interface that allows companies to accelerate the development of world-class customer engagement applications. With Twilio Studio, software developers and cross-functional teams can collaborate to build a variety of engagement solutions, such as interactive voice response (IVR) systems, conversational messaging bots, or notification workflows in minutes instead of weeks. Continue reading Twilio Launches Studio, Enabling Companies to Accelerate their Customer Engagement Roadmaps

Infosys Finacle Selects Niki.ai to Offer Chat Based Commerce to Banking Customers

Infosys Finacle, part of EdgeVerve Systems, a wholly-owned subsidiary of Infosys, announced its partnership with Niki.ai, a FinTech start-up that offers chat based commerce solutions. With this partnership, Finacle solution suite will be available with Niki.ai’s chat-based virtual assistant – Niki. This offering will enable banks to offer its customers a virtual banking assistant for shopping products and services. Continue reading Infosys Finacle Selects Niki.ai to Offer Chat Based Commerce to Banking Customers

Talkdesk Launches Context Mobile, First-in-Market Offering to Revolutionize Contact Centre Industry

Talkdesk, the leading intelligent cloud contact center platform, unveiled Talkdesk Context, a suite of products that provides up-to-the minute intelligence on customer self-service activity to live contact center agents, so they can quickly understand and resolve customer issues. Context Mobile is the first product to launch within the Talkdesk Context product suite. Continue reading Talkdesk Launches Context Mobile, First-in-Market Offering to Revolutionize Contact Centre Industry

CMA CGM signs strategic partnership with Infosys to accelerate the transformation of its Information System

The CMA CGM Group, a world leader in container shipping, has signed a strategic partnership with Infosys, a world leader in consulting, next-generation technology and services. The goal of this seven-year partnership is to simplify and transform CMA CGM’s IT applications and improve customer service excellence. Continue reading CMA CGM signs strategic partnership with Infosys to accelerate the transformation of its Information System

Customer journey mapping – what’s all the fuss about?

Five mistakes to avoid from Thomas Rødseth at Puzzel At first glance, customer journeys are pretty simple. You offer something and a customer buys it but delve a little deeper and customer journeys can be quite complex. Today, customers engage with your business in a multitude of ways and from many different starting points, for example, marketing, referrals, search, social media, customer service enquiries and above-the-line campaigns. Continue reading Customer journey mapping – what’s all the fuss about?

Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do

According to a new study released by Twilio, 81% of consumers complain that it is difficult to communicate with businesses, but only 34% of businesses acknowledge room for improvement. While most businesses focus their efforts on delivering a great product, too few businesses recognize the significant impact the communications experience has on their brand and revenue. Continue reading Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do