UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Continue reading UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

Ember and CallMiner automate quality management at VitalityHealth – a leading insurer

Customer engagement consultants Ember and award-winning speech analytics solutions provider CallMiner are working together to help leading health insurer VitalityHealth maintain its high standards of contact centre service. Continue reading Ember and CallMiner automate quality management at VitalityHealth – a leading insurer

CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact centre engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering. Continue reading CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback

transcosmos is Set to Release “Non-voice Contact Centre Package”

transcosmos inc. will launch “Non-voice Contact Center Package,” a customer service package targeting the so-called smartphone generation that prefers self-help (FAQ) and chat-based inquiry services that let them make inquiries at any time. The service is due to launch in late October 2018. Continue reading transcosmos is Set to Release “Non-voice Contact Centre Package”

Helpshift Launches Partner Program

Helpshift, the company revolutionizing the customer service industry through its AI-powered conversational messaging platform announced the launch of the Helpshift Partner Program. The new program will deliver developer and go-to-market support for organizations that partner with Helpshift to grow their businesses, transform the customer experience, and deliver better conversations to their customers. Continue reading Helpshift Launches Partner Program

NICE Recognized as Global Market Share Leader for Speech Analytics for Seventh Year in a Row

NICE announced that it has been recognized by DMG Consulting LLC, a leading research and consulting firm, as the market share leader for speech analytics. In a new report, NICE was noted for holding the largest percentage of the total speech analytics market based on the number of contact centre seats, as it has for the past seven years. Continue reading NICE Recognized as Global Market Share Leader for Speech Analytics for Seventh Year in a Row