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

Isle of Wight’s Lord-Lieutenant Performs Official Opening of Ascensos Contact Centre

A new customer contact centre on the Isle of Wight, announced earlier this year by Scottish-based contact centre management specialist, Ascensos, was officially opened today by Her Majesty’s Lord-Lieutenant of the Island, Major General Martin White CB CBE JP. Continue reading Isle of Wight’s Lord-Lieutenant Performs Official Opening of Ascensos Contact Centre

GDPR compliance: a live chat checklist

GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties. Here, live chat specialist, Parker Software, has complied an actionable checklist for live chat customers. Tick off these six straightforward steps to start your journey to GDPR compliance. Continue reading GDPR compliance: a live chat checklist

A quarter of UK consumers eye up potential GDPR compensation pay-outs

Simple curiosity, the lure of compensation pay-outs, and the chance to get their own back on companies who might have treated them badly: these are some of the reasons that will tempt consumers to use new rights coming in under the General Data Protection Regulation (GDPR), allowing individuals to request access to all the personal information any organization is holding about them, new research suggests. Continue reading A quarter of UK consumers eye up potential GDPR compensation pay-outs

Verint Automation Changes How Customer Engagement Industry Thinks About Quality Management

Verint® announced the release of its new Automated Quality Management™ (AQM) solution, an integrated component of its market leading workforce optimization suite that can automate the entire quality management (QM) process, from scoring evaluations to assigning coaching. Continue reading Verint Automation Changes How Customer Engagement Industry Thinks About Quality Management

Talkdesk Launches AI Powered Product to Drive Better Inside Sales Conversations

Talkdesk, a leading intelligent contact center cloud platform, announced Talkdesk for Sales, a new offering for inside sales teams designed to drive more productive prospect conversations. Powered by AI, the Talkdesk for Sales product suite includes SalesAssistTM, power dialing, voicemail drop, local presence, Salesforce Sales Cloud integration, and more. Continue reading Talkdesk Launches AI Powered Product to Drive Better Inside Sales Conversations