Government outsourcing bounces back despite overall UK market softening

Public sector outsourcing spend increased sharply in the first six months of 2018 despite a backdrop of Brexit uncertainty, according to the Arvato UK Outsourcing Index. Overall, £2.61 billion of outsourcing deals were signed between January and June, of which £998 million were government contracts. Continue reading Government outsourcing bounces back despite overall UK market softening

Amdocs, Amazon Web Services gear up Globe for meaningful digital customer engagement

Amdocs, a leading provider of software and services to communications and media companies announced its collaboration with Amazon Web Services (AWS) in enabling Globe Telecom, one of the Philippines’ largest telecommunications providers, to deliver cloud-based intelligent omnichannel routing and interactions management. Continue reading Amdocs, Amazon Web Services gear up Globe for meaningful digital customer engagement

C3|CustomerContactChannels Develops First Internally-Developed AI-Powered Chatbot to Revolutionize BPO Recruitment

C3|CustomerContactChannels (“C3”), an Everise Company, announces the launch of its first internally developed recruitment chatbot. Ana the Chatbot will aid in talent acquisition for C3 and was designed by the C3 Lab, following the recent partnership between Everise and Microsoft, to develop Artificial Intelligence (AI) solutions for the BPO industry. Continue reading C3|CustomerContactChannels Develops First Internally-Developed AI-Powered Chatbot to Revolutionize BPO Recruitment

Concentrix Named a ‘Star Performer’ and ‘Leader’ by Everest Group

Concentrix was positioned as a “Star Performer” in Everest Group’s Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2018. Concentrix showed market-leading year-on-year movement compared to others in the assessment. The company has also been named a “Leader” for the fourth consecutive year. Continue reading Concentrix Named a ‘Star Performer’ and ‘Leader’ by Everest Group

Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service

Customer service agents are increasingly optimistic about working with and alongside chatbots in the contact centre and see big potential to improve their skills and advance their careers, according to the final phase of the 2018 Aspect Software Agent Experience Index survey. Sixty-seven percent of all agents, and 73 percent of Young Millennial/GenZ agents (age 18-24) said if AI were to handle simple customer questions and tasks, and leave agents with the more complex queries, they will have a greater opportunity to shine for management, a nearly 10 percent increase from 2017. Continue reading Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service

Bright MLS Connects Distributed Workforce and Enhances Customer Experience with RingCentral Cloud Communications and Contact Centre Solutions

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that Bright MLS, one of the nation’s largest real estate multiple listing services (MLS), has selected RingCentral’s unified solutions across voice, video, online meetings, and contact centre to boost workforce productivity and enhance the customer experience. Continue reading Bright MLS Connects Distributed Workforce and Enhances Customer Experience with RingCentral Cloud Communications and Contact Centre Solutions

John Varvatos Replaces Legacy Systems with RingCentral Cloud Solutions

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that John Varvatos, an American contemporary menswear designer, has selected RingCentral’s cloud communications solutions to engage efficiently with customers and connect its global workforce to drive increased productivity. Continue reading John Varvatos Replaces Legacy Systems with RingCentral Cloud Solutions