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

DCI to Deploy Interactions Intelligent Virtual Assistant to Ensure Consistency and Improve Customer Satisfaction

Interactions, LLC, the leading provider of Intelligent Virtual Assistants (IVAs) for enterprise brands, announced that Diversified Consultants, Inc (DCI), one of the nation’s leading telecom collection agencies, will be deploying its award-winning Intelligent Virtual Assistants to mitigate risk, reduce cost and ensure customer satisfaction. Continue reading DCI to Deploy Interactions Intelligent Virtual Assistant to Ensure Consistency and Improve Customer Satisfaction

Unify Named a Leader in Aragon Research GlobeTM for Mobile Collaboration, 2018

Unify, the Atos brand for collaboration solutions, has been positioned by Aragon Research, Inc. in the Leader section of the Globe for Mobile Collaboration, 2018[1]. Circuit, Unify’s cloud-based collaboration solution and a key component of the Atos Digital Workplace, was noted for its breadth of features, consistent user interface and cloud deployment capabilities. Continue reading Unify Named a Leader in Aragon Research GlobeTM for Mobile Collaboration, 2018

Social Customer Care Expert Joshua March’s Debut Book Shapes the Future of Customer Service

Joshua March, CEO and Founder of the leading Social Messaging platform for customer care, Conversocial, released his debut book Message Me: The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence. The social customer care expert offers brands an insider’s guide to bringing customer service into the social, mobile age. Continue reading Social Customer Care Expert Joshua March’s Debut Book Shapes the Future of Customer Service