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