70% consumers think the use of bots is acceptable in customer service

Over two-thirds (70%) of consumers think the use of bots programmed to respond like agents is acceptable in customer service, reveals a new report, ‘Customer engagement – the road to 2020’, commissioned by West’s Unified Communications Services. This shows that consumers are happy to move to digital from voice if it is convenient, quick and helpful. Continue reading 70% consumers think the use of bots is acceptable in customer service

Dimension Data Subsidiary Eyes the North American BPO Market with Acquisition of Millennium 1 Solutions in Canada

Dimension Data, and its subsidiary Merchants, a pioneer in the contact centre industry, announced the acquisition of 100% of Millennium 1 Solutions (Millennium), one of Canada’s fastest-growing Business Process Outsourcing (BPO) solution providers, from The Gores Group, for an undisclosed sum. Continue reading Dimension Data Subsidiary Eyes the North American BPO Market with Acquisition of Millennium 1 Solutions in Canada

Pega Launches Next Generation Digital Transformation Suite to Drive Breakthrough Customer Experiences

Pegasystems announced at PegaWorld the launch of Pega Infinity™ – its next generation digital transformation software suite. With major enhancements to Pega’s market-leading customer engagement applications and digital process automation (DPA) platform, Pega Infinity™ will help organizations accelerate digital transformation across all areas of their business to continuously exceed their customers’ expectations. Continue reading Pega Launches Next Generation Digital Transformation Suite to Drive Breakthrough Customer Experiences

SAP Announces New Suite of Solutions to Modernize CRM and a New Data Management Suite

SAP fulfilled its ambition to disrupt the marketplace for CRM with the formal introduction of a new suite of applications, SAP C/4HANA, to help businesses serve and retain customers. SAP also announced the SAP HANA Data Management Suite, the industry’s first comprehensive data management solution that enables companies to turn data sprawl into business value. Continue reading SAP Announces New Suite of Solutions to Modernize CRM and a New Data Management Suite

Artificial Solutions Helps Kindred Futures Lead the Chatbot Revolution

Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology announced today that Kindred Futures, the innovation arm of Kindred Group, launches a pioneering chatbot, which leverages Artificial Solutions’ powerful AI technology to enable customers to find and place bets faster than ever. Continue reading Artificial Solutions Helps Kindred Futures Lead the Chatbot Revolution

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Finnish SaaS company Lumoa, which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Continue reading Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets