Call centres: time to take those innovation opportunities

By Rafael Cortes, head of marketing, Foehn In the past, communications technology was IT’s domain. Something used by the call centre team but understood, managed and acquired by the technology manager alone. When it came to office-based hardware, specialist voice networks, maintenance and management, control still rested with the IT department. Continue reading Call centres: time to take those innovation opportunities

NICE empowers Garanti Bank to improve customer service and build brand loyalty with its advanced analytics solution

NICE announced that Turkiye Garanti Bankası A.Ş., Turkey’s second largest private bank, is using NICE’s leading analytics solution to boost efficiency, improve customer satisfaction, and ensure greater regulatory adherence. In fact, the bank reduced complaints by almost 15 percent and increased customer satisfaction in the Collection Department within months of implementation. Continue reading NICE empowers Garanti Bank to improve customer service and build brand loyalty with its advanced analytics solution

PCI Pal achieves PCI DSS Service Provider Level 1 Certification for sixth consecutive year

PCI Pal, the specialist provider of secure payment solutions for global contact centres, has confirmed it has again achieved compliance with the Payment Card Industry Data Security Standard (PCI DSS) Level 1 Service Provider certification, which this year includes its Amazon Web Services (AWS) virtualised, globally accessible environment. Continue reading PCI Pal achieves PCI DSS Service Provider Level 1 Certification for sixth consecutive year

InMoment Supercharges Its Leading CX Platform with Yelp Knowledge, Fueling the Future of Feedback

In a time when superior customer experience (CX) has become the primary differentiation for local businesses, brands have struggled to tighten the loop from local customer feedback, to insights, to the kind of broad action that’s critical to improving customer experience. Not anymore. Continue reading InMoment Supercharges Its Leading CX Platform with Yelp Knowledge, Fueling the Future of Feedback

Plum Voice Announces Artificial Intelligence-Powered Customer Self-Service Applications for Intuitive Customer Interactions

Plum Voice, the leading communications platform as a service (cPaaS) provider for the enterprise, announced new artificial intelligence applications for interactive voice response (IVR) that support conversational dialogs and interpret customer intent to address customer needs in a fast and efficient manner. Continue reading Plum Voice Announces Artificial Intelligence-Powered Customer Self-Service Applications for Intuitive Customer Interactions

CallidusCloud Announces Strategic Go-To-Market Partnership with Bpm’online

Callidus Software, a global leader in cloud-based sales, marketing, learning and customer experience solutions, announced a new strategic partnership with bpm’online, which includes a joint, collaborative go-to market effort that will bring increased value to customers of both companies. Continue reading CallidusCloud Announces Strategic Go-To-Market Partnership with Bpm’online

NICE Adaptive WFO Receives the Frost & Sullivan Award for Its Real-time Scheduling Solution

NICE announced that it has received Frost & Sullivan’s 2017 Customer Value Leadership Award for its intelligent empowerment solutions in the contact center industry. The award recognizes the company’s cloud-based Adaptive Workforce Engagement solution for uniquely empowering employees, supervisors, and workforce administrators with automated, analytics-based intraday scheduling optimization. Continue reading NICE Adaptive WFO Receives the Frost & Sullivan Award for Its Real-time Scheduling Solution