Armistice charity Remembered enlists multichannel customer contact support

Armistice charity Remembered has appointed Yonder Digital Group to be their customer contact support partner by providing a multi-channel customer service team offering voice, email, IVR and live chat support. Remembered is a dynamic new charity – its foundation was inspired by the ‘There But Not There’ installation in Penshurst Church in Kent over the Remembrance period of 2016. Continue reading Armistice charity Remembered enlists multichannel customer contact support

‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion

Businesses urgently need to prepare for the influx of ‘pitiless machines’ into customer services, warns next-gen experience firm, Servion Global Solutions. As uptake of smart speakers and voice assistants continues apace, consumers are increasingly using them to shop for goods and services on their behalf, and for information and advice. Servion predicts by 2025, three quarters of customer service interactions will be driven by such platforms. Continue reading ‘Pitiless machines’ will kill your business if you don’t respond now, warns Servion

Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that Veridian Credit Union has selected CallMiner’s Eureka platform and myEureka solution for a complete contact centre analytics platform that analyzes 100% of member conversations and automates agent performance feedback. Continue reading Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction

How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group

Financial service providers rely on incentives to motivate, increase productivity, and reward their employees. According to Auriemma Consulting Group research, 83% of financial service providers use incentives for agents and 67% for team leaders. However, the future of incentives may be in jeopardy. Continue reading How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group

Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service

Helpshift, the company revolutionizing the customer service industry, announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human—while reducing time to resolution, optimizing operations, lowering overhead in the contact centre, and improving day-to-day life for agents. Continue reading Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service

Redcar and Cleveland Council Signs Ten-Year Contract with Liberata for the Digital Transformation of its Revenues and Benefits Services

Liberata has announced that it has been awarded a ten-year contract, worth up to £21 million, with Redcar and Cleveland Council. Liberata’s strategic partnership commenced over 12 years ago, with Liberata delivering service excellence for Revenues and Benefits. The new contract will see Liberata drive digital transformation in the existing services and, in addition, provide contact centre services for Revenues and Benefits. Continue reading Redcar and Cleveland Council Signs Ten-Year Contract with Liberata for the Digital Transformation of its Revenues and Benefits Services

Ribbon Continues to Pursue Legal Remedies against Metaswitch

Ribbon Communications, a global leader in secure and intelligent cloud communications, announced that its wholly owned subsidiary filed a patent infringement lawsuit against Metaswitch in the United States District Court for the Eastern District of Texas. This lawsuit seeks enhanced damages for Metaswitch’s continued infringement of seven Ribbon patents (from Ribbon subsidiary GENBAND) that Metaswitch has already been found to infringe in an earlier lawsuit. Continue reading Ribbon Continues to Pursue Legal Remedies against Metaswitch

Fuze Empowers the Digital Workforce with Launch of Fuze 5.0

Fuze announced the launch of Fuze 5.0. With shifts in how large companies are thinking about their workforce––and the mix of full time employees, contractors, and outside partners––the definition of teams has evolved. Fuze 5.0 helps businesses streamline communications and collaboration for the extended team ecosystems that exist in modern companies. Continue reading Fuze Empowers the Digital Workforce with Launch of Fuze 5.0

Voice Communication Disruptor Natterbox Appoints New Chairman

Natterbox announces that it has appointed Mark Quartermaine as its new Chairman as part of the company’s ambitious growth strategy. As the world’s first global business phone system managed entirely within Salesforce, the Natterbox platform allows companies to revolutionise interactions with customers over the phone and provide them with a much more streamlined, informed and personalised experience. Continue reading Voice Communication Disruptor Natterbox Appoints New Chairman