Outsourcer Ventrica opens second site in Southend breaking new ground in contact centre design

Outsourced customer contact centre, Ventrica was celebrating on Tuesday evening as it hosted a Champagne reception to mark the official opening of its second site in Southend. The new 14,000sq. Ft. premises is close by to its existing contact centre in the town with both offices boasting stunning interiors and sea views. The new facility will immediately create 180 new jobs with further growth planned in the next two years. Continue reading Outsourcer Ventrica opens second site in Southend breaking new ground in contact centre design

Atos delivers world-first Salesforce Einstein CRM in Financial Services to Ulster Bank

Atos announces the world’s first full-scale Salesforce Einstein CRM implementation in the financial services industry, with Ulster Bank, a subsidiary of NatWest and part of RBS Group with 1.9 million customers across the Republic of Ireland and Northern Ireland. This is the first full-scale implementation of Salesforce Einstein in that it incorporates both internal CRM data and additional external customer data in one platform. Salesforce Einstein is the first-ever comprehensive CRM Artificial Intelligence (AI) Platform. Continue reading Atos delivers world-first Salesforce Einstein CRM in Financial Services to Ulster Bank

Mathematica Selects Confirmit to Strengthen Customer Data Collection and Analysis

Pioneering nonpartisan research organization Mathematica Policy Research today announced it has selected and implemented Confirmit Horizons to support its data collection projects. The partnership marks the first step for Mathematica as it looks to raise the bar for evidence generation technology, supporting its overall mission of quality, objectivity, and excellence for its customers’ information collection and analysis. Continue reading Mathematica Selects Confirmit to Strengthen Customer Data Collection and Analysis

Verint Accelerates Power of Automation to Modernize and Simplify Customer Engagement

Verint® highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that the effective adoption and implementation of automation solutions within their customer engagement operations can be game-changing for the enterprise, yielding higher revenue, lower operating costs and greater customer satisfaction. Continue reading Verint Accelerates Power of Automation to Modernize and Simplify Customer Engagement

SugarCRM Focuses on ‘Accelerated Innovation’ with New Cloud Offering

SugarCRM® announced the general availability of the latest version of Sugar® On-Demand. The Fall ’17 update marks the beginning of accelerated innovation and more frequent cloud releases from SugarCRM. Sugar On-Demand is increasing its release cadence to quarterly, bringing the company’s latest innovations to customers faster. Continue reading SugarCRM Focuses on ‘Accelerated Innovation’ with New Cloud Offering

Mattersight Issued Patent for Machine Learning-Based Trend Identification

Mattersight Corporation, the pioneer in personality-based software applications, was recently issued its 39th patent which uncovers and delivers trending topic identification from contact center interactions. The patent, Trend identification and behavioral analytics systems and methods, is the first issued from the trending topics product family and provides a machine learning-based framework for analyzing data trends. Continue reading Mattersight Issued Patent for Machine Learning-Based Trend Identification