Consumer Intelligence appoints Echo to handle mystery shopper brief

Consumer Intelligence has enlisted the expertise of Bristol-based specialist outsourcer Echo Managed Services to handle its outbound mystery shopper call service. The data analytics and insight company, which works on behalf of insurance and finance providers, approached Echo with a view to embed its mystery shopper operation, which makes calls to insurance providers’ quotation lines, into a specialist contact centre environment. Continue reading Consumer Intelligence appoints Echo to handle mystery shopper brief

Nuance Lands Highest Combined Rating in Opus Research Intelligent Assistant Report

Nuance, a leader in conversational AI innovation announced it has been awarded the highest combined rating of Intelligent Assistant (IA) and bot vendors for the second consecutive year in Opus Research’s “Decision Makers’ Guide to Enterprise Intelligent Assistants.” Continue reading Nuance Lands Highest Combined Rating in Opus Research Intelligent Assistant Report

Organizations struggle to make progress with their digital transformation investments

New research from Capgemini’s Digital Transformation Institute highlights that the minority of businesses feel they have the digital (39%) and leadership (35%) capabilities needed to make their digital transformation journey a success. The report, “Understanding Digital Mastery Today: Why companies are struggling with their digital transformations” reveals that while companies are making progress on evolving their customer experience, they are struggling to transform their back-end operations. Continue reading Organizations struggle to make progress with their digital transformation investments

An Taoiseach Leo Varadkar Joins Zendesk to Open New $10 Million EMEA Headquarters in Dublin

An Taoiseach, Leo Varadkar TD joined Zendesk CEO Mikkel Svane and Zendesk’s Dublin team to officially open the new EMEA headquarters at 55 Charlemont Place in Dublin. More than 290 employees now occupy over 58,000 square feet of Grade A office space after an investment of $10 million by Zendesk, representing the company’s largest investment in property outside of the U.S. Continue reading An Taoiseach Leo Varadkar Joins Zendesk to Open New $10 Million EMEA Headquarters in Dublin

Mutare and Parlance Join Forces to Transform Messaging and Improve the Customer Experience

Mutare, a top provider of innovative voicemail replacement solutions announced a key partnership with Parlance Corporation, a leading provider of adaptive speech call routing solutions that improve the caller experience. The partnership begins with the two thought leaders bringing the benefits of each other’s solutions to their customer bases—supporting the ongoing drive to deliver better caller experiences. Continue reading Mutare and Parlance Join Forces to Transform Messaging and Improve the Customer Experience