Martin Taylor, Deputy CEO at Content Guru, explores how AI applications like Natural Language Processing and image recognition are already revolutionising the delivery of customer service… Continue reading From hype to reality: AI in the contact centre
Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees
Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact centre agents and customer engagement resources exponentially more challenging. Continue reading Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees
Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud
Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand’s customer service department, and 47% said it was because they had to share personal information with a customer service agent. Continue reading Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud
Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures
Moveworks announced it has raised a $75 million Series B financing round, bringing the company’s total amount raised to $105 million. New investors ICONIQ Capital, Kleiner Perkins and Sapphire Ventures led the round with participation from existing investors Lightspeed Venture Partners, Bain Capital Ventures, and Comerica Bank. Continue reading Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures
Eckoh US Enhances Payment Offerings with Ribbon’s Market-leading Session Border Controllers
Eckoh, the global provider of secure payment products and customer contact solutions, has been certified as a Gold Assure Program Partner for Ribbon Session Border Controller (SBC) technology. One of only five Gold Partners in the US. Continue reading Eckoh US Enhances Payment Offerings with Ribbon’s Market-leading Session Border Controllers
ASG Acquires GatherUp
ASG and its family of companies, a fast-growing software business that buys, builds, and operates market-leading vertical SaaS companies, announced the acquisition of GatherUp, a customer experience and online review engine that enables insights and empowers marketing. Continue reading ASG Acquires GatherUp
Mitel Expands Customer Experience Portfolio with New Market and Product Launches
Mitel®, a global leader in business communications, announced a series of enhancements to the company’s customer experience portfolio, including the launch of a new virtual agent, powered by Contact Center AI; expanded market availability of MiCloud Connect CX; and the introduction of Mitel Workforce Optimization. Continue reading Mitel Expands Customer Experience Portfolio with New Market and Product Launches
AskNicely Launches World’s First Customer Experience Coaching Platform
AskNicely, the all-in-one platform for creating amazing customer experiences announced the launch of Performance & Recognition, a mobile customer experience coaching app designed specifically for front-line employees. Continue reading AskNicely Launches World’s First Customer Experience Coaching Platform
Five predictions for 2020, by Paul Whitelam, SVP, Global Marketing, ClickSoftware
With the end of 2019 fast approaching, now is a good time for organisations UK-wide to focus on the technology trends they can leverage to enhance customer satisfaction while meeting their own business objectives for the year ahead. Continue reading Five predictions for 2020, by Paul Whitelam, SVP, Global Marketing, ClickSoftware
Rallying cry needed to beat CX slump
The gap between CX Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. Many Customer Experience teams are struggling to prove the value of their programmes, and investment is being threatened. Continue reading Rallying cry needed to beat CX slump