50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. Continue reading 50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

TTEC Unveils New Customer Experience Innovation Lab in Belfast, Showcasing the Company’s European Programs

TTEC, a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands announced the opening of the company’s first Customer Experience (CX) Innovation Lab in Europe. Continue reading TTEC Unveils New Customer Experience Innovation Lab in Belfast, Showcasing the Company’s European Programs

TTEC Announces Global Launch of Humanify™ Insights Platform

TTEC, a leading global customer experience technology and services provider focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands announced the formal launch of its innovative analytics solution, Humanify Insights Platform. Continue reading TTEC Announces Global Launch of Humanify™ Insights Platform

Avaya Invests in Cogito, Deepening Partnership To Enhance Customer Experience Through Joint Development

Avaya announced its investment in Cogito, a leader in AI for emotional intelligence that enables organizations to sense human behavior and guide call centre agents to enhance productivity and customer experience. Cogito is a founding member of Avaya’s A.I.Connect developer ecosystem. Continue reading Avaya Invests in Cogito, Deepening Partnership To Enhance Customer Experience Through Joint Development

Davies broadens its customer experience and analytics capability through acquisition of Ember Group

Davies announces the acquisition of Ember Group Limited, a leading customer experience (CX) consulting and digital solutions business. Ember provides CX consulting, analytics, training and specialist resourcing to large organisations and major brands operating across a range of highly regulated and international markets, including insurance, utilities and financial services. The transaction will complete during October, subject to customary approvals. Continue reading Davies broadens its customer experience and analytics capability through acquisition of Ember Group

Tortoise or hare – which one best describes your contact centre?

According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?

Windstream Enterprise delivers full omni-channel contact centre capabilities with latest unified communications enhancement

Windstream Enterprise (WE), a leading supplier of advanced network communications, has enhanced its XCaaS service to give enterprise and mid-market companies the ability to seamlessly link customer contacts across voice, digital, and open-media channels. The enhancement leverages Mitel’s 4.1 version of its industry-leading UCaaS and CCaaS solutions to deliver one of the most comprehensive suites of omni-channel customer service tools. Continue reading Windstream Enterprise delivers full omni-channel contact centre capabilities with latest unified communications enhancement

East Suffolk and North Essex NHS Foundation Trust Employs Thoughtonomy Virtual Workers

Working with Thoughtonomy, ESNEFT has cut the time taken to process the first stage of each GP referral from 15-20 minutes down to five minutes. The program will eliminate the need for staff to spend more than 100 hours a week processing paperwork and instead ensures referrals are actioned 24/7. Continue reading East Suffolk and North Essex NHS Foundation Trust Employs Thoughtonomy Virtual Workers

Verint Named Frost & Sullivan Asia Pacific’s Market Share Leader and Vendor of the Year for Pioneering and Innovating Customer Engagement

Verint®, The Customer Engagement Company™, today announced it has ranked as Frost & Sullivan Asia Pacific’s latest market share leader for contact centre applications,1 as well as received the “2018 Customer Contact Optimisation Solutions Vendor of the Year” award. Continue reading Verint Named Frost & Sullivan Asia Pacific’s Market Share Leader and Vendor of the Year for Pioneering and Innovating Customer Engagement