Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Centre to Enhance Agent Performance and Improve Customer Experience

Afiniti and Sytel are excited to announce a transformative partnership that combines Afiniti’s AI expertise with Sytel’s best in class contact centre solutions. This partnership provides a native integration of Afiniti Enterprise Behavioral Pairing™ (“EBP”) with the world-leading Sytel AI Predictive Dialer, enabling all customers to activate Afiniti EBP quickly and easily. Continue reading Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Centre to Enhance Agent Performance and Improve Customer Experience

RSPB Selects Verint Community Solution in Move to New Cloud, GDPR-Compliant Platform

Verint® announced that the Royal Society for the Protection of Birds (RSPB) is transitioning its online community to the latest version of Verint’s Community™ solution. Currently a customer of Verint’s Community*, the RSPB will move from on premises to the cloud with its new version, which includes knowledge management and other features, giving community members quick access to answers to their questions and enabling customization of the site’s interface to increase visitor self-service. Continue reading RSPB Selects Verint Community Solution in Move to New Cloud, GDPR-Compliant Platform

InMoment Extends Leadership Position in Future of Feedback with Launch of the Experience Intelligence (XI) Platform

InMoment announced the launch of its latest innovation, the Experience Intelligence (XI) Platform™. The XI Platform blends beautiful applications with unique underlying science and technology to enable leading brands to more fully understand the complex and dynamic nature of experiences across all their businesses and channels. Continue reading InMoment Extends Leadership Position in Future of Feedback with Launch of the Experience Intelligence (XI) Platform

Customer Experience Falling Short Across Multiple Channels

According to a recent customer experience survey from Serenova, organizations are not delivering the seamless customer experience that their customers want and need. In fact, 77% of the survey respondents reported having had a bad customer experience within the last year when interacting with a brand. And, alarmingly for these brands, two-thirds of respondents would not purchase from a brand again if they had a bad experience with them. Continue reading Customer Experience Falling Short Across Multiple Channels

Enghouse Interactive launches the first contact centre solution officially connected with WhatsApp

Enghouse Interactive announces the availability of its Presence Social Interactions module, focused on automating customer experience on digital channels and social media by using bots programmed with artificial intelligence. This module allows users to self-serve their simple requirements without live agents and, if necessary, escalate the interaction to the most qualified one. Continue reading Enghouse Interactive launches the first contact centre solution officially connected with WhatsApp