Pegasystems announced the industry’s first capability that gives organizations control over the transparency of their artificial intelligence customer engagement models. The latest release of the Pega® Customer Decision Hub will enable users to more easily and safely deploy AI algorithms based on transparency thresholds within their business. Continue reading Pega Helps Businesses Mitigate Risk With Industry’s First AI Transparency Controls
Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions
NICE inContact, announced a ground-breaking study comparing how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels. The new research, the second wave of the NICE inContact Customer Experience Transformation Benchmark Study, analyzes how customer service organizations think they are delivering in both agent-assisted and self-service channels including interactions with contact center agents via phone, email, chat, social media, and text as well as through web self-service, mobile applications, and interactive voice response (IVR). Continue reading Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions
Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
Enghouse Interactive Announces Microsoft Office 365 Contact Centre Solutions for North America
Today from Microsoft Ignite 2017, Enghouse Interactive introduced Communications Center for Microsoft Office 365, providing organizations in North America a choice of contact center deployment strategies, including hosted, hybrid and on-premise environments. This offering delivers rich contact center capabilities and deployment choices to a wider range of Microsoft unified communications’ users, on Office 365 or Skype for Business. Continue reading Enghouse Interactive Announces Microsoft Office 365 Contact Centre Solutions for North America
Webhelp and Content Guru Unveil Customer Engagement Partnership
Content Guru has entered into an important new partnership with leading global customer experience expert, Webhelp. This partnership will see the delivery of award-winning storm® Customer Engagement Hub™ and Cloud Contact Centre services to Webhelp’s enterprise clients across Europe and beyond. Continue reading Webhelp and Content Guru Unveil Customer Engagement Partnership
Newcastle Contact Centre Announces 155 Seasonal Jobs
Job seekers in the region are being given the opportunity to earn extra money in the lead-up to Christmas as Newcastle-based Echo-U prepares for one of its busiest periods. The Tyneside contact centre is looking to fill 155 temporary customer service representative roles working across its largest client, DPD, to handle an increase in demand as more parcels are sent. Continue reading Newcastle Contact Centre Announces 155 Seasonal Jobs