New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World

Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. A new study announced today, “Are You Listening? The Truth About What Customers Want in a Digital World,” found that human nature and the meaningful experiences that organisations create with customers drive digital behaviour and loyalty. Continue reading New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World

LivePerson runs Cannes Lions Concierge on Apple Business Chat, the conversational commerce future

LivePerson, a leading provider of conversational commerce solutions, has launched the official Cannes Lions Concierge with Apple Business Chat running on LiveEngage. The concierge service gives festival attendees an ultra-simple way to get quick help on any question they have, from a team of people and bots, using Messages on iPhone and iPad. Continue reading LivePerson runs Cannes Lions Concierge on Apple Business Chat, the conversational commerce future

BMJ Overhauls Global Communications and Team Collaboration with RingCentral Cloud Solutions

RingCentral UK, a leading provider of enterprise cloud communications and collaboration solutions and a wholly owned subsidiary of RingCentral, Inc., has been selected by BMJ, one of the world’s leading medical knowledge providers, as its global communications platform of choice. With RingCentral, BMJ is empowering its growing global workforce across 10 countries to drive efficient customer communications and deeper team collaboration. Continue reading BMJ Overhauls Global Communications and Team Collaboration with RingCentral Cloud Solutions

Jacada Customer Assistant and Visual IVR Solutions Selected by Industry-Leading Mortgage Service Provider

Jacada, provider of Autonomous CX solutions designed to automate customer service operations, reduce contact centre size, and improve the customer experience announced that via one of its technology partners, it has signed a material deal to provide intelligent assistant solutions for an industry-leading US mortgage provider. Continue reading Jacada Customer Assistant and Visual IVR Solutions Selected by Industry-Leading Mortgage Service Provider

TeamSupport Leverages IBM Watson Technology for Sentiment Analysis in B2B Customer Support

TeamSupport, the industry’s top business to business customer support software solution announced a ground-breaking addition to their suite of customer relationship tools. The implementation of sentiment analysis technology into their platform will further improve customer intelligence by leveraging world-class natural language processing. Continue reading TeamSupport Leverages IBM Watson Technology for Sentiment Analysis in B2B Customer Support

Business Leaders Call For New Ethical Standards Within AI

LivePerson, a leading provider of conversational commerce solutions, has brought together global leaders in business, tech and academia to launch an ambitious project to set new standards in AI. The initiative, named Equal AI, will encourage brands to assess their current ways of working and focus their efforts on eradicating gender bias in the engineering of AI. Continue reading Business Leaders Call For New Ethical Standards Within AI

IntelePeer Grows CPaaS Offering, Expands Service Availability Internationally

IntelePeer, a leading provider of cloud-based multi-channel business communications, announced it has expanded its service footprint beyond North America. The company will now offer its Communications Platform as a Service (CPaaS) in Latin America and Europe with availability in the Middle East and Asia Pacific regions next year. Continue reading IntelePeer Grows CPaaS Offering, Expands Service Availability Internationally

Leading Independent Research Firm Recognises CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announced that the company has been named a Leader in the report “Forrester New Wave: AI-Driven Speech Analytics Providers, Q2 2018” by Forrester Research, Inc. This new report was Forrester’s first ranking and assessment of the emerging AI-driven speech analytics market. Continue reading Leading Independent Research Firm Recognises CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality