Working with IBM, Endesa, the largest Spanish energy power company, has transformed its call centre into an AI contact centre to help deliver quick and personalized customer service. Using IBM Watson Assistant, Endesa built a virtual assistant to enable clients to get immediate answers to their inquiries, and empowering call centre agents to focus on more complex requests and selling products and services. Continue reading Endesa taps IBM Watson and IBM Cloud to deliver superior Customer Service through its AI Contact Centre
Daily Archives: May 15, 2019
Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds
Businesses are out of touch with their customers and overestimate the quality of the customer service they provide, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Research firm Savanta surveyed 12,500 global customers, businesses executives, and customer-facing employees for a one-of-a-kind, three-dimensional perspective on the state of customer service today. Continue reading Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds
TransPerfect Announces New Location In Edinburgh
TransPerfect, the world’s largest provider of language and technology solutions for global business announced the opening of a new office in Edinburgh, Scotland. Continue reading TransPerfect Announces New Location In Edinburgh
Noetica Granted U.S. Patent for Live Person Detection in an Automated Calling System
Noetica – A British company, developing software products for the global contact centre market announced that it has been granted a U.S. Patent (US 10,277,740 B2) for Live Person Detection in an Automated Calling System. The Live Person Detection (LPD™) solution uses real-time artificial intelligence (AI) to guarantee a contact centre can accurately detect answering machines of all type while never making a single silent call. Continue reading Noetica Granted U.S. Patent for Live Person Detection in an Automated Calling System
Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs
It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Continue reading Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs
“Bring Your Own Bot”: Sparkcentral’s AI Virtual Agent Framework for Chatbots Blends the Best of Both Worlds
Sparkcentral announced the rollout of its Virtual Agent Framework, a solution complementing the Sparkcentral Messaging Customer Service Platform to create a complete digital customer care solution that lets companies bring together the optimum blend of live and virtual agents in the contact centre. Continue reading “Bring Your Own Bot”: Sparkcentral’s AI Virtual Agent Framework for Chatbots Blends the Best of Both Worlds