Omnibus research commissioned by customer service specialists KANA Software reveals that consumers’ patience has, in some cases, truncated from 10 days to 10 minutes in the space of a generation. Continue reading New UK “Impatience Index” reveals that digital consumers expect responses in ten minutes
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that it has acquired UserEvents, Inc. and its flagship product CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile or voice channel in real time. This follows LiveOps’ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities, also announced today. Continue reading LiveOps Acquires UserEvents to Bring Real-Time, Contextual Routing to the Cloud Contact Center
The customer engagement and self-service business, CX Company, has partnered with the global recruitment and HR services business, Randstad, to create Randstad Customer Intelligence (RCI). The new business has opened its first customer engagement centre in Amsterdam, the Netherlands, with fifty multi-lingual staff supporting social media management and live-agent customer service for a major international client. Its ambition is to be a dominant player in the global omni-channel engagement business. Continue reading CX Company partners with Randstad to create omni-channel customer engagement business
Zendesk, the leading provider of cloud software for better customer service, are supporting GLOSSYBOX to optimise their customer service across Europe. The successful beauty box vendor has grown from a German start-up to an international company in only two years. GLOSSYBOX now have an active presence in countries across three continents including the USA, UK, France and Japan. Continue reading Zendesk supports GLOSSYBOX to optimise global customer service
Altitude Software, a leader in unified customer interaction solutions, today announces that Renaissance Credit implemented the Altitude uCI solution and reported increased productivity and improved ability to rapidly introduce new banking services in its contact center. Continue reading Altitude Software Enables Renaissance Credit to Launch New Banking Services Faster
Exponential-e, the leading technology enabler today announced that European television broadcaster The Chinese Channel, part of Television Broadcasts Limited of Hong Kong (TVB), has completed a project to transform its voice communications with a move to Hosted Telephony. The organisation, which broadcasts to more than 48 countries in Europe, selected Exponential-e’s Hosted Telephony solution, as part of a migration to cloud services. Continue reading International broadcaster moves voice communications to the cloud
Confirmit today announced Version 3.0 of its award winning mobile App, SODA – The Survey On Demand Application. Confirmit SODA enables enterprises and Market Research agencies to capture in-the-moment feedback from respondents, whether they are consumers or employees, providing unbeatable insights into experiences.
Version 3.0 features extensive new programme and field management capabilities that can radically optimise the effectiveness and efficiency of Market Research operations. Additional enhancements include an expanded push notification system to help field researchers stay in constant contact with their home base, and real-time views of staff location based on continuous GPS tracking.
This development signals a change in the mobile research arena, as the channel matures and client fieldwork and mobile agent programmes grow into the tens of thousands, with consumer mobility at an all-time high. SODA 3.0 powers seamless programme management and improved productivity, ultimately optimising the speed and quality of data collection and analysis.
Danni Findlay, Director, Marketing Sciences Limited, comments: “We have every confidence in Confirmit’s SODA mobile App and are currently using it to optimise work flow and drive efficient operations in one of our major projects. We use MobileMR to implement one of the UK’s largest Customer Experience programmes with Tesco, which provides each individual Tesco store with insight into how its store performs on key measures. With 1 million interviews under our belt in the last year, we know that using MobileMR, based on Confirmit SODA, has allowed Tesco to react quickly to customers’ wants and needs.”
“The key to a successful mobile research programme is the ability to have a comprehensive view over a multitude of projects, and to be able to balance effort and resources across ever shifting priorities,” explains Terry Lawlor, Confirmit’s EVP Product Management. “With SODA 3.0, Confirmit provides managers and lead researchers with unprecedented real-time insight into their networks of agents and their devices, including how teams are progressing against targets, and with sophisticated quality checks on the work being completed.”
Confirmit is the leading global software provider for Market Research, Customer Experience and Employee Engagement. Its leading-edge mobile applications power millions of surveys each year, with over 15 million survey responses gathered on the SODA platform in 2013 alone.
About Marketing Sciences
Marketing Sciences is a major research company conducting qualitative, quantitative, digital and sensory research for clients around the world. It is the trusted research adviser to some of the world’s leading brands – delivering clear direction through clever thinking.
Part of the Creston Group, the company has a proven track record in delivering innovative, insightful and bespoke solutions which add real value for its clients. Visit http://www.marketing-sciences.com/customer-satisfaction-research/ for more information.
Confirmit is the world’s leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Chengdu , Cologne, Grimstad, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, Sydney, and Tokyo.
Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information.
Exact Mortgage Experts (Exact), the Fitch Rated mortgage servicing and asset management business, has implemented an interactive voice response (IVR) payment solution from Encoded to offer customers an automated payment option 24 hours a day, 365 days a year. Since implementing the Payment Card Industry Data Security Standard (PCI DSS) compliant system from Encoded, the number of self-service payments has risen dramatically to approximately 50% of all calls into the contact centre, saving the company around 46 agent hours every month. Continue reading Exact Mortgage Experts offers clients round-the-clock payment option using Encoded
Teleperformance, the global leader in outsourced multichannel customer experience management, announced its partnership with BookIt.com, a major online travel agency. Teleperformance will serve BookIt.com’s growing customer base and services out of its multichannel contact center in Montego Bay, Jamaica. The addition of BookIt.com adds to Teleperformance U.S.A.’s expanding list of travel clients. Continue reading Teleperformance U.S.A. Announces Partnership With BookIt.com
Echo Managed Services, the specialist provider of complex multi-channel customer contact services, has highlighted what it sees as the five key customer contact challenges public sector organisations face in 2014. Continue reading Five key contact challenges faced by public sector organisations in 2014