UK customer experience worsening as social media performance slumps

UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to the Eptica Multichannel Customer Conversation Study, which was released today. The 100 UK companies surveyed could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Continue reading UK customer experience worsening as social media performance slumps

Genesys Introduces Real-Time Transparency for Better Cloud Management

Genesys®, the global leader in omnichannel customer experience and contact centre solutions, recently made Genesys PureCloud™ the most transparent cloud customer engagement solution in the industry with a unique, public-facing status page that goes beyond the standard platform-level view to show application layer availability with real-time indicators to monitor systems. Continue reading Genesys Introduces Real-Time Transparency for Better Cloud Management

Clarabridge Transforms Social Customer Service with New Crisis Management Solution

Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced the first-ever, full-service solution designed specifically for brands to easily create and implement social media crisis plans across all departments within their organization. Continue reading Clarabridge Transforms Social Customer Service with New Crisis Management Solution

Avaya Announces A.I.Connect Initiative to Boost Ecosystem of Artificial Intelligence Technologies for Enterprise Communications

Avaya announced a new focus with leading technology partners centered on speeding the development and application of artificial intelligence technologies (AI) in contact centers and unified communications for Avaya customers. Continue reading Avaya Announces A.I.Connect Initiative to Boost Ecosystem of Artificial Intelligence Technologies for Enterprise Communications