Thomas Cook Adopts NICE Robotic Process Automation to Improve Customer Experience and Back Office Process Efficiency

NICE announced that Thomas Cook, among the world’s leading travel companies, has implemented NICE Robotic Process Automation (RPA) in its United Kingdom-based operations. With the combination of attended and unattended automation, the company is improving customer experience, streamlining its back office, ensuring consistency across markets and saving millions in operational costs over a 24-month period. Continue reading Thomas Cook Adopts NICE Robotic Process Automation to Improve Customer Experience and Back Office Process Efficiency

Sprinklr and Snaps Drive Human-Robot Collaboration for a New Era of Customer Care

Sprinklr, the world’s #1 social media management platform announced its integration with Snaps, the leading conversational marketing platform. The companies are launching the Sprinklr and Snaps Agent Handoff, which helps brands easily manage the transition between an automated chatbot and a human agent for complex customer care questions in Facebook Messenger, Twitter and SMS. Now, brands can provide a personalized experience on messaging platforms while reducing customer care costs. Continue reading Sprinklr and Snaps Drive Human-Robot Collaboration for a New Era of Customer Care

Swyx Partner Conference unveils new products, partner awards and cloud success

First insights into a new product portfolio for Swyx partners and the corporate strategy of the unified communications specialist on its way to become Europe’s UC Champion – these were some of the highlights that Swyx presented as part of its annual Partner and Technology Conference held in Hanover on the 6th September. Continue reading Swyx Partner Conference unveils new products, partner awards and cloud success

Thomson Reuters partners with Squirro to combine artificial intelligence technology and data to unlock customer intelligence

Thomson Reuters has partnered with augmented intelligence solution provider Squirro to provide an AI-driven solution that leverages the power of today’s CRM platforms to deliver a complete, current overview of each client, boosting engagement and facilitating deal idea generation for the banking industry. Continue reading Thomson Reuters partners with Squirro to combine artificial intelligence technology and data to unlock customer intelligence

Teleopti and PeakView Enable Exceptional Customer Experiences with New Partnership

Teleopti, a top, global vendor for workforce management (WFM) software and PeakView Communications, leading provider of cloud application solutions, have now partnered. Together, Teleopti and PeakView will bring a dynamic solution to the ever-changing business needs of the Cloud Contact Center. Continue reading Teleopti and PeakView Enable Exceptional Customer Experiences with New Partnership

Avaya Earns Global Market Share Leadership in Contact Centre Solutions

Recently released research from analyst firm Canalys reveals that Avaya solidified its position as the worldwide market share leader in contact centre solutions, demonstrating a customer-centric strategy that provides a range of options from on-premises, private cloud, hybrid and public cloud platforms for businesses of all sizes. Continue reading Avaya Earns Global Market Share Leadership in Contact Centre Solutions