Pitney Bowes Launches Chatbot Platform to Engage Consumers through Messaging Applications

Pitney Bowes announced the global release of its first fast and adaptable chatbot platform, EngageOne Converse. Part of the EngageOne suite of customer engagement solutions, Converse is an intelligent self-service technology, designed to integrate data and location information into leading messaging software to help support the 55 percent of consumers who currently welcome customer support through chatbots. Continue reading Pitney Bowes Launches Chatbot Platform to Engage Consumers through Messaging Applications

Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software

New figures released by the British Retail Consortium (BRC) have revealed that like-for-like retail sales in the UK in April fell by 4.2 per cent year-on-year. Alongside this, total sales in the same period were down 3.1 per cent, representing the sharpest fall since the BRC started collecting data 23 years ago. Continue reading Plummeting retail figures reflect critical need for better omnichannel customer experience, says Aspect Software

Talkdesk Grows 3X and Expands Roster of Prominent Contact Centre Leaders

Talkdesk announced a three-fold increase in Q1 2018 bookings over the previous year Q1, due to a large increase in the number of enterprise customers. Rapid growth and a focus on innovation attracted 22 new industry experts and contact center veterans to join the company’s U.S. leadership, product and operations teams. Continue reading Talkdesk Grows 3X and Expands Roster of Prominent Contact Centre Leaders

3CLogic Native Integration with ServiceNow Combines the Power of Two Platforms for Holistic Customer Care

3CLogic unveiled its new solution featuring native integration within the ServiceNow® platform. With this new solution, enterprise organizations can now operate their call centres from a single, consolidated platform leveraging a unified agent and administrator experience to simplify the delivery of high quality customer engagement and support. Continue reading 3CLogic Native Integration with ServiceNow Combines the Power of Two Platforms for Holistic Customer Care

Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting Customer Service

Contact centres play a critical role in a retailer’s success. Professional agents who are well integrated with the company have a significant impact on sales, customer satisfaction, and loyalty. At the same time, advances in digital technology and artificial intelligence are broadening the role of contact centres in providing customer service across the customer service journey. Continue reading Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting Customer Service