General Motors deploys NICE Performance Management to improve employee collaboration and customer service

NICE announced that General Motors (GM) is implementing NICE Performance Management (NPM) version 7.0 to empower its contact centre workforce in meeting the company’s key business goals, including ensuring excellent customer satisfaction. Serving customers and dealers, GM’s contact centre operations account for over 30 million interactions in 70 lines of business across 65 contact centres. Continue reading General Motors deploys NICE Performance Management to improve employee collaboration and customer service

Monese partners with Unbabel to support banking without boundaries

Monese, the globally connected banking service for internationally mobile individuals, has announced a partnership with Unbabel to deliver multilingual customer service. Unbabel, the enterprise SaaS company that combines state-of-the-art Artificial Intelligence (AI) with the assurance of human translators to break down business communication barriers, will allow Monese customers to communicate with customer support teams in 28 languages. Continue reading Monese partners with Unbabel to support banking without boundaries

New Verint Report Confirms Digital’s Substantial Influence on the Customer Experience

Verint® announced the results of the ForeSee® Digital Experience Index™ (DXI™). Verint acquired ForeSee to create the market’s most comprehensive omnichannel cloud Voice of the Customer (VoC) portfolio available—an analytics-rich offering that will allow organizations to better measure and understand customer experiences and prioritize the improvements that will have the greatest business impact. Continue reading New Verint Report Confirms Digital’s Substantial Influence on the Customer Experience

AirAsia Takes off with Ada-Powered Virtual Assistant

Ada, a Toronto-based AI customer engagement platform, announced its partnership with AirAsia, Asia’s leading low-cost carrier. In only one month, AirAsia used Ada to build the AirAsia Virtual Allstar – 24/7 customer self-service that officially launches today in eight languages across the airline’s website and app. Continue reading AirAsia Takes off with Ada-Powered Virtual Assistant

A Major Wireless Service Provider Deploys OnviSource ia.Enterprise™ Intelligently Automated Solutions

OnviSource announced that a leading wireless service provider has expanded its use of ia.Enterprise Intelligently Automated (IA) Solutions from OnviSource to complete the implementation of its Digital Transformation strategy related to end-to-end Customer Experience Management (CXM). Continue reading A Major Wireless Service Provider Deploys OnviSource ia.Enterprise™ Intelligently Automated Solutions

Talkdesk enables Tuft & Needle to elevate industry customer experience standards

Talkdesk, the enterprise cloud contact centre for innovative enterprises, was chosen by Tuft & Needle as its customer support platform. The online mattress retailer brought an innovative approach to the mattress purchasing process and was quickly successful in gaining market share and disrupting their static industry. Continue reading Talkdesk enables Tuft & Needle to elevate industry customer experience standards