Astute Solutions announced its integration with Zipwhip to provide customer service through a popular emerging service channel, text messaging. Zipwhip’s business texting software allows teams to text with customers through the company’s pre-existing business number. Continue reading Astute Solutions Announces Integration with Zipwhip to Deliver Customer Service Through Text Messaging
Daily Archives: October 26, 2017
Pega Accelerates Customer Service With Expanded AI and Virtual Assistant Enhancements
Pegasystems announced new artificial intelligence and virtual assistant capabilities in Pega solutions to enable faster and more effective responses to customer service requests across channels. These features instantly analyze incoming chat messages, emails, and phone calls in real time so organizations can immediately understand their customers’ needs and more quickly connect them to the right information. Continue reading Pega Accelerates Customer Service With Expanded AI and Virtual Assistant Enhancements
IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant for Contact Center as a Service, Western Europe, For the Third Consecutive Year
IFS-mplsystems, leading provider of contact center and customer engagement CRM technology, announces that Gartner named the company a Visionary in the October 2017 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. Continue reading IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant for Contact Center as a Service, Western Europe, For the Third Consecutive Year
Interactions Announces Mark Quinlivan as President
Interactions, LLC, a leading provider of Intelligent Virtual Assistants (IVAs) for enterprise customer care announced that Mark Quinlivan has joined the company as President. Quinlivan comes to Interactions with more than 25 years of leadership experience domestically and internationally, both with startups and multi-billion dollar companies. Continue reading Interactions Announces Mark Quinlivan as President
Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers
We’ve all experienced a frustrating interaction with customer service. You call expecting a simple resolution to a problem, but 30 minutes and multiple customer service representatives later, you’ve had to repeat your account information and issue for each person you’ve spoken with and still haven’t resolved the problem. Continue reading Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers
Facing up to the scary truth of customer security in contact centres, by Puzzel
Thomas Rodseth, VP of Product & Marketing at Puzzel says ignoring PCI DSS is like leaving the house without locking the front door or closing the windows but some contact centres are doing just that by paying lip service to security. It’s time to safeguard customer data by improving processes around people, storage and infrastructure. Continue reading Facing up to the scary truth of customer security in contact centres, by Puzzel