Convergys, a global leader in customer management, recently completed a pilot implementation of a conversational virtual assistant solution at one of North America’s largest financial services companies. This solution resulted in an annual cost savings of $8.5 million, achieved by increasing the number of calls managed by the Interactive Voice Response (IVR) system by more than two million, decreasing misrouted calls by 67 percent, and creating a seamless conversational experience for self-service across all channels. Continue reading Convergys Introduces Conversational Virtual Assistant Technology to Leading North American Financial Institution →

Teleperformance announced the launch of Praxidia; a new and unique consultancy business based on the Group’s massively successful global expertise in omnichannel customer experience management and its extensive ongoing insights into customer behavior. Continue reading Teleperformance Announces New Consultancy Business Praxidia for Customer Experience Research, Advisory and Analytics →