The Customer Experience Just Got Smarter with New Verizon Artificial Intelligence-Based Tools

Verizon launched a world-class suite of solutions that blends human and artificial intelligence to enhance the customer engagement experience. Digital Customer Experience (CX) is an end-to-end managed service that deploys automation into enterprise and business owner’s customer experience tools. Continue reading The Customer Experience Just Got Smarter with New Verizon Artificial Intelligence-Based Tools

For the Record: storm® Platform Boosts Security Compliance with Advanced Screen Recording

Content Guru, is launching new screen recording capabilities for its customers around the world, via the storm® platform. Whether deployed independently to recreate the flow of a digital interaction, or replaying screen activity in conjunction with audio recording, this new capability provides organisations with an expansive view of contact centre operations, enabling them to better understand their agents and optimise customer engagement by improving agent training and enabling scenario reconstruction around disputed events. Continue reading For the Record: storm® Platform Boosts Security Compliance with Advanced Screen Recording

Jacada Recognized by Ovum Among Top 10 RPA Vendors

Jacada, provider of Autonomous CX solutions designed to automate customer service operations and improve the customer experience announced that Ovum, an independent analyst firm, has identified Jacada among the top 10 most notable RPA vendors in a recent Ovum Decision Matrix: Selecting a Robotic Process Automation (RPA) Platform, 2018–19. Continue reading Jacada Recognized by Ovum Among Top 10 RPA Vendors

IFS extends classleading field service offering with IFS Field Service Management 6

IFS, the global enterprise applications company, announces the general availability of IFS Field Service Management™ 6 (FSM 6). With major enhancements and new capabilities, it has been field tested and is already delivering value for early adopter customer Eickhoff, a market leader in technology and services for mining and gearbox applications. Continue reading IFS extends classleading field service offering with IFS Field Service Management 6

Colt launches Intelligent Communications proposition with Microsoft

Colt Technology Services has announced the launch of Colt Intelligent Communications – an enterprise solution integrating the power of Microsoft’s cloud productivity applications with Colt’s voice and data networks to deliver end-to-end performance, security and reliability for a unique one-stop IT capability. Continue reading Colt launches Intelligent Communications proposition with Microsoft

Comdata Group Named “Leader” For Digital Customer Experience Services by NelsonHall

Comdata the leading innovative global solution provider in Customer Operations, has been recognized as a “Leader” in the Cost Optimization and CX Improvement market segments in Digital Customer Experience Services by NelsonHall’s NEAT vendor evaluation report. Continue reading Comdata Group Named “Leader” For Digital Customer Experience Services by NelsonHall

Manhattan Associates Elevates In-Store Customer Service with Expanded Customer Engagement Solution

Manhattan Associates extended the capabilities of its Customer Engagement offering with new in-store functionality. Part of the Manhattan Active™ Omni solution suite, these enhancements raise the bar on omnichannel customer service by giving store associates the tools and information they need to be able to offer advanced customer engagement functions like case management, interactive lookbooks, personalised marketing and communication, purchase history and lifetime value. Continue reading Manhattan Associates Elevates In-Store Customer Service with Expanded Customer Engagement Solution

Two-Thirds of Senior Leaders Take on Digital Transformation to Keep Up with Evolving Customer Preferences

Sixty-seven percent of senior leaders cited evolving customer preferences as the primary driver of their digital transformation efforts, according to a study released today by Usabilla, the global Voice of Customer (VoC) technology provider. Continue reading Two-Thirds of Senior Leaders Take on Digital Transformation to Keep Up with Evolving Customer Preferences