KKR to Acquire BMC Software from Investor Group

BMC Software (“BMC”), a global leader in software solutions for the digital enterprise, and KKR, a leading global investment firm, announced the signing of a definitive agreement under which KKR will acquire BMC. The company is being acquired from a private investor group led by Bain Capital Private Equity and Golden Gate Capital together with GIC, Insight Venture Partners and Elliott Management (collectively, the “Investor Group”). Continue reading KKR to Acquire BMC Software from Investor Group

The Emergence of Artificial Intelligence within Customer Service

Artificial intelligence has the potential to transform the contact centre industry. Much of the conversation has centred on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn from successes and mistakes in order to attain programmed goals. Continue reading The Emergence of Artificial Intelligence within Customer Service

Customer self-service trend continuing to grow, says Aspect Software

The rise of artificial intelligence and the disruption it’s initiating to all industries and individuals is a topic that cannot be escaped. Whilst some doubt over these technologies is present, the vast majority understand the impact it can have and one area where this is really being felt is in customer service operations, says Aspect Software. Continue reading Customer self-service trend continuing to grow, says Aspect Software

CallMiner Announces Eureka Coach to Provide Contact Centre Optimisation with Continuous Insight and Closed-Loop Case Management

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Eureka Coach is a cloud-based portal that automates and accelerates performance feedback to contact centre agents and supervisors based on objective scoring from CallMiner Eureka speech analytics. Continue reading CallMiner Announces Eureka Coach to Provide Contact Centre Optimisation with Continuous Insight and Closed-Loop Case Management