New energy market entrant, goto.energy, has grown its customer base by over 200 percent in just 12 months with the support of Blue Prism’s cloud-based, intelligent digital workforce. The use of this digital workforce, alongside a core contact team, has enabled goto.energy to maximize operational efficiencies while delivering fast and consistently high-quality customer service. Continue reading Blue Prism Keeps goto.energy on Track for High-Speed Growth
Desktops, dashboards and human centred design for improved agent and customer experience
Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains… Continue reading Desktops, dashboards and human centred design for improved agent and customer experience
Conversica Announces Virtual Assistant-Powered Website Chat for Free
Conversica, the leader in Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale, announced its disruption of traditional website chat offerings by delivering AI-powered human-like, two-way conversations over chat for free via its Intelligent Virtual Assistants (IVAs). Continue reading Conversica Announces Virtual Assistant-Powered Website Chat for Free
Sitel Group® Recognized in Information Services Group’s Annual Provider Lens™ Contact Center – Customer Experience Services Reports
Sitel Group®, a global leader in end-to-end customer experience (CX) products and solutions, announced it was recognized as a leader in both the Information Services Group (ISG) Provider Lens™ Contact Center – Customer Experience Services Archetype Report and global report. Continue reading Sitel Group® Recognized in Information Services Group’s Annual Provider Lens™ Contact Center – Customer Experience Services Reports
RingCentral Announces Fully Integrated High-Volume SMS Services for Rapid Business Communications
RingCentral announced a new high-volume SMS service that enables businesses to send SMS messages and updates to their customers rapidly and reliably. Using this service, developers can build customized apps using RingCentral’s business communications platform. RingCentral also offers the service via pre-built applications available in the RingCentral App Gallery. Continue reading RingCentral Announces Fully Integrated High-Volume SMS Services for Rapid Business Communications
Central Arizona College selects Talkdesk for remote work flexibility
Talkdesk®, announced Central Arizona College selected Talkdesk as its contact centre solution. Central Arizona College chose Talkdesk to support business continuity initiatives, keep business operations moving forward during the COVID-19 pandemic and equip agents with best-in-class tools to work from anywhere. Continue reading Central Arizona College selects Talkdesk for remote work flexibility
SAS named a Leader in real-time interaction management by independent research firm
2020 has required brands to have a deeper understanding of customers’ individual circumstances and a heightened sense of empathy in their customer interactions. Real-time interaction management (RTIM) is a critical component in helping brands create personalized experiences across all points of interaction. Continue reading SAS named a Leader in real-time interaction management by independent research firm
US Social Security Administration to Enhance Customer Experience with Avaya Communications Solutions
Avaya announced that its Avaya OneCloud portfolio of communications and collaboration solutions has been selected by the U.S. Social Security Administration (SSA) as part of the agency’s digital transformation initiative to modernize and transform their ability to rapidly respond to changing user needs at manageable cost. Continue reading US Social Security Administration to Enhance Customer Experience with Avaya Communications Solutions
Vonage CX report shows how COVID-19 has reshaped the global customer engagement landscape
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, released a new report—“COVID-19 Reshapes the Global Customer Engagement Landscape”—detailing changing consumer preferences and behaviours and how businesses and service providers need to transform their customer engagement strategies to become more agile and adapt to changes driven by the COVID era. Continue reading Vonage CX report shows how COVID-19 has reshaped the global customer engagement landscape
Whistl Contact Centres wins contract with rising tech star Popsa
Whistl Contact Centres has won a competitive contract to supply contact centre services to Popsa, the UK tech start up that has been nominated by the Sunday Times FastTrack as one of the 2020 top ten rising tech stars in the UK. Continue reading Whistl Contact Centres wins contract with rising tech star Popsa
NICE Satmetrix Selected by Midland States Bank to Build a Unified Customer-Centric Culture with a Holistic Voice of the Customer
NICE announced that Midland States Bank, a wholly-owned subsidiary of Midland States Bancorp, Inc., has selected NICE Satmetrix to unify its growth strategies, culture, and operations around its mission to continue a customer-centric culture. Continue reading NICE Satmetrix Selected by Midland States Bank to Build a Unified Customer-Centric Culture with a Holistic Voice of the Customer
Medallia partners with Tableau to help companies visualise customer experience data
Medallia, the global leader in experience management, announced it has partnered with Tableau, the leading analytics platform. This partnership brings together Medallia’s best-in-class experience insights with Tableau’s advanced analytics and data visualisation capabilities enabling more people across the enterprise to uncover powerful insights and make data-driven decisions quickly and efficiently. Continue reading Medallia partners with Tableau to help companies visualise customer experience data
Survey reveals 7 out of 10 people will avoid festive shopping with brands that have experienced a data security incident in the last year
With shoppers looking ahead to the busy festive season, PCI Pal, the global provider of cloud-based secure payment solutions, has released a new study that shows data security concerns will influence how and where people make their festive purchases this year. Continue reading Survey reveals 7 out of 10 people will avoid festive shopping with brands that have experienced a data security incident in the last year
Episerver Completes Acquisition of Optimizely
Episerver, a leader in the Gartner Magic Quadrant for Digital Experience Platforms, announced that it has completed its acquisition of Optimizely, the leader in experimentation and optimization. Continue reading Episerver Completes Acquisition of Optimizely
Thunderhead Named a Leader in Independent Analyst Research
Thunderhead, the global leader in customer engagement and journey orchestration technology, has been named as a Leader in The Forrester Wave™: Real-Time Interaction Management, Q4 2020*. Continue reading Thunderhead Named a Leader in Independent Analyst Research