IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels

Today, cloud communications software and solutions specialist IMImobile announces findings of its latest ‘Consumer Research Report’, looking at customer service experiences and expectations of 1,000 UK consumers. Continue reading IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels

Reputation is key for a successful portrayal of brand from the contact centre

A recent spate of consumer boycotts should impel customer service centres to improve the customer experience to avoid being the next brand to suffer this fate. The complaints include major brands such as Tesco, Argos, Ryanair and South West Trains and targets the way customer service agents have handled issues. Continue reading Reputation is key for a successful portrayal of brand from the contact centre

8×8 Revolutionizes Business Communications Industry with the Launch of Virtual Office Editions

8×8 announced the launch of 8×8 Virtual Office® Editions. This new suite of products revolutionizes the business communications industry by unifying cloud telephony, collaboration tools, web conferencing and contact centre solutions with a best-in-breed data analytics platform. Continue reading 8×8 Revolutionizes Business Communications Industry with the Launch of Virtual Office Editions

Challenger bank TSB selects Microsoft 365 Enterprise and Microsoft Dynamics 365 to advance its digital transformation

TSB, a UK challenger bank, has selected Microsoft 365 Enterprise and Microsoft Dynamics 365 to enhance how its 8,500 UK employees connect, collaborate and serve the bank’s customers across its eight corporate centres and 550 branches. Continue reading Challenger bank TSB selects Microsoft 365 Enterprise and Microsoft Dynamics 365 to advance its digital transformation

Altitude Expands North American Presence to Deliver Contact Centre Solutions

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, announced that it is expanding its presence in the North America market, with its U.S. base now located in Phoenix, Arizona, led by Mark Surico, new Global Accounts Director. Continue reading Altitude Expands North American Presence to Deliver Contact Centre Solutions

Vlocity Debuts Vella, A Virtual Agent Delivering Highly Personalized Insurance Experiences

Vlocity, Inc., a leading industry cloud software company, unveiled Vella, a new consumer-friendly mobile application that enables insurance carriers to offer a personalized and modern way for their customers to handle their insurance needs. Continue reading Vlocity Debuts Vella, A Virtual Agent Delivering Highly Personalized Insurance Experiences

NICE Provides the First Voice-Based Authentication Solution at a Domestic Bank in Indonesia

NICE announced that, with the implementation of NICE Real-Time Authentication, Permata Bank is the first domestic bank in Indonesia to introduce voice biometrics as part of its customer authentication protocol. NICE Real-Time Authentication (RTA), together with its process automation solution, will allow the financial institution to conduct secure and seamless voice authentication, improving customer service. Continue reading NICE Provides the First Voice-Based Authentication Solution at a Domestic Bank in Indonesia

Oracle Introduces AI-Powered Intelligent Bots to Help Enterprises Engage Customers and Employees

Oracle announced a major update of Oracle Mobile Cloud, featuring artificial intelligence (AI)-powered intelligent chatbot capabilities. Expanding Oracle Cloud Platform’s leading mobile portfolio, the new capabilities offer organizations a multi-channel platform, deep analytics that can link key stakeholder experiences across bots, mobile applications and web, as well as simplified bot development features. Continue reading Oracle Introduces AI-Powered Intelligent Bots to Help Enterprises Engage Customers and Employees