Sutherland, the digital transformation company, announced a strategic partnership with Augment CXM, the provider of AI-powered management tools for contact centres, to deliver Sutherland CXi, an AI-driven solution that can observe patterns, predict outcomes and provide real-time guidance to enhance customer–agent interactions. Continue reading Sutherland Partners with Leading AI Provider to Create the Contact Centre for the Future
All posts by Sam Heggie-Collins
TechSee Survey: Customer Service Major Contributor to Churn
TechSee, a global leader in visual customer assistance powered by AI and Augmented Reality released the results of a wide-ranging survey examining the top reasons for customer churn. Continue reading TechSee Survey: Customer Service Major Contributor to Churn
Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group
CallMiner, the leading provider of speech and customer engagement analytics solutions, announced that it has expanded its partnership with Sitel Group, one of the largest customer experience (CX) management companies in the world, to further improve customer interactions with CallMiner’s artificial intelligence (AI)-based analytics platform, Eureka. Continue reading Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group
Edify Labs Raises $10 Million Seed Funding
Edify Labs, the software company that’s redefining the way businesses manage customer engagement and cross-team collaboration, announced it has closed a $10 million round of seed funding. This is among the four largest software seed rounds raised in the United States, and among the 10 largest in the world, this year. Continue reading Edify Labs Raises $10 Million Seed Funding
O2 (Telefónica UK) chooses MDS Global to enhance Direct Partner Capabilities with New Insight Portal
O2 (Telefónica UK) and MDS Global Ltd, a leading BSS-as-a-Service provider, have developed and implemented a new Partner Insight Portal – providing O2’s Direct Partners with focused customer and business intelligence. The data-rich portal aims to improve customer service, as well as facilitating bespoke billing and information for sales acquisition. Continue reading O2 (Telefónica UK) chooses MDS Global to enhance Direct Partner Capabilities with New Insight Portal
World of Tanks taps into its best players to create powerful customer experiences
How one of the world’s leading video game companies improved in-game experience, by using its own players to provide timely, knowledgeable support to its community of players the world over… Continue reading World of Tanks taps into its best players to create powerful customer experiences