Nova Insurance opts for customer service in the cloud to prepare for digital future

West’s Unified Communication Services, a leading cloud contact centre provider, announces that specialist insurance broker Nova Insurance, has experienced improved productivity, enhanced customer satisfaction and increased sales since moving its customer service operations to West’s Cloud Contact Pro solution earlier this year. Continue reading Nova Insurance opts for customer service in the cloud to prepare for digital future

NICE Enhances Its Cognitive Robotic Automation with Advanced OCR Capabilities

NICE announced a new enhancement in its Robotic Process Automation (RPA) platform with the incorporation of the most advanced Optical Character Recognition (OCR) solution on the market. In an agreement with software vendor ABBYY, NICE has extended the cognitive automation capabilities of its Robotic Automation offering to include enhanced data extraction from scanned documents and images. Continue reading NICE Enhances Its Cognitive Robotic Automation with Advanced OCR Capabilities

FIT Platform Sets a New Standard for 911 Emergency Response

FIT Platform announces the launch of an innovative 911 emergency dispatch software poised to revolutionize the market for telephone triage. Developed by Infinity CCS, a leading call center software company, FIT Platform has reinvented emergency triage by taking robust call center workflow software and placing it at the heart of emergency triage. FIT’s flexible workflow engine is game changing, delivering critical efficiencies beyond the industry’s legacy off-the-shelf 911 dispatch systems. Continue reading FIT Platform Sets a New Standard for 911 Emergency Response

Ardian acquires Business Process Outsourcing service provider CCC

Ardian, the independent private investment company, has signed an agreement to acquire Competence Call Center Group (CCC), one of the leading BPO service providers in Europe. The investment will be made via the Ardian Expansion Fund IV. The shares are being sold by the pan-European private equity firm Silverfleet Capital. Continue reading Ardian acquires Business Process Outsourcing service provider CCC

Kia Motors America Introduces Artificial-Intelligence Powered Virtual Assistant

Kia Motors America (KMA) introduced an artificial intelligence-powered virtual assistant – named “Kian” – programmed to guide consumers through the robust shopping experience traditionally by Kia.com. The intelligent assistant can be found on the Kia Facebook Messenger page and will soon also be available on its website, Kia.com. Continue reading Kia Motors America Introduces Artificial-Intelligence Powered Virtual Assistant

Survey: Positive Customer Service Experiences is the Key to Success this Holiday Season

Five9, a leading provider of cloud software for the enterprise contact center market, announced the findings of the inaugural Five9 Customer Service Index, conducted by Zogby Analytics, which found that consumer savviness and the need for businesses to increase customer retention has increased the focus on customer experience as a top business priority. Continue reading Survey: Positive Customer Service Experiences is the Key to Success this Holiday Season

National Real Estate Management Company Invests in Contact Center Cloud Solution from Five9

Five9, a leading provider of cloud software for the enterprise contact center market, announced that a rapidly-growing national real estate management company has selected a Five9 contact center cloud solution to support its expansion throughout the U.S. Continue reading National Real Estate Management Company Invests in Contact Center Cloud Solution from Five9

SapientRazorfish Named a Leader Among Digital Experience Service Providers by Independent Research Firm

SapientRazorfish, part of Publicis.Sapient, announced that it has been named a Leader in The Forrester Wave™: Digital Experience Service Providers, Q4 2017. SapientRazorfish was among the select companies that Forrester invited to participate in its evaluation. Continue reading SapientRazorfish Named a Leader Among Digital Experience Service Providers by Independent Research Firm