Aspect Software announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact centre environment. Continue reading Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System
Daily Archives: March 27, 2018
Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback
Convergys, a global leader in customer management announced the release of ConvergysCX, a cloud-based Voice of the Customer platform that helps companies change the way customer feedback is used at scale. Continue reading Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback
Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction
Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, providing powerful new capabilities so service provider business, IT and engineering organizations can consistently deliver a superior real-time and personalized customer experience. Continue reading Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction
NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management
NICE announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download. Continue reading NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management
Oak Launches New GDPR Advanced Feature Pack For RecordX
Oak Innovation is pleased to announce a new feature pack for the RecordX call recorder to simplify management of General Protection Data Regulation (GDPR) that comes into force on 25 May 2018. Continue reading Oak Launches New GDPR Advanced Feature Pack For RecordX
Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018
Virtusa, a global provider of digital engineering and IT outsourcing services that accelerate business outcomes for its clients announced the findings of The Digital Transformation Race Has Begun, a September 2017 study commissioned by Virtusa and conducted by Forrester Consulting, that reflects the digital maturity of firms worldwide. The study evaluates the state of digital transformation across six key industries – retail, banking, healthcare, insurance, telco, and media. Continue reading Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018