NewVoiceMedia puts customers at the heart of its Summer ’16 release to enable more successful conversations

NewVoiceMedia will announce its Summer ’16 release today at its inaugural conference Connect. CEO Jonathan Gale will reveal several significant product enhancements that will transform the way businesses of all sizes connect with their customers worldwide, enabling them to deliver a more efficient and personalised experience. Continue reading NewVoiceMedia puts customers at the heart of its Summer ’16 release to enable more successful conversations

CallMiner Eureka Announces New and Improved Speech Recognition – Most Accurate and Fastest in the Industry

PRESS RELEASE: CallMiner announces a significant improvement in the CallMiner Eureka speech-to-text recognition engine. Already delivering the industry’s fastest speed to intelligence in customer engagement analytics, the upgraded recognition capability delivers up to 80-90% word recognition accuracy, with improved performance for low fidelity call recordings, up to 10x real-time processing speed, support for over 20 languages and dialects, and other advanced speech recognition capabilities. Continue reading CallMiner Eureka Announces New and Improved Speech Recognition – Most Accurate and Fastest in the Industry

Oxxio Customers Get Personal Advice from Energy Buddy ‘O’

PRESS RELEASE: Oxxio has become the world’s first energy supplier to introduce a bot to interact with customers. The intelligent next level chatbot, named ‘O’, provides Oxxio App users with personal and relevant insights into their energy consumption and helps them to interpret their personal data in innovative ways to reduce energy usage and costs. ‘O’ was developed by CX Company and TamTam and is available now on the Oxxio app. Continue reading Oxxio Customers Get Personal Advice from Energy Buddy ‘O’

Viva Technology Gets Underway with a Look at the Future of Bots in Customer Service

PRESS RELEASE: Webhelp, Europe’s third largest customer experience and BPO company, will explore the future of bots and how the world of customer experience will change as a result of their increasing use at this year’s inaugural Viva Technology summit in Paris. Continue reading Viva Technology Gets Underway with a Look at the Future of Bots in Customer Service

Breaking the mould – revolutionising the traditional customer service model

BLOG: by Daniel Bailey, Director of Northern Europe, Zendesk… Think back to the time 10 years ago when phones used to be the prime point of contact for customer-related issues. Those were the good times when businesses could rely predominantly on call agents to respond to customers in a couple of days. It was simple. However, the recent rise of ecommerce, multiple communication channels and the proliferation of mobile devices has meant that consumer shopping behaviours have significantly shifted, sending customer service teams into work overload. Continue reading Breaking the mould – revolutionising the traditional customer service model

Digital is key to improving trust for banks and insurance companies, finds new BT and Avaya research

PRESS RELEASE: Banks and insurance companies can ride a wave of digital transformation to deliver better services and improve customer relationships. Those are some of the key findings of new research by BT and Avaya. The research, Youbiquity Finance, is based on a survey of 3,000 consumers in Germany, Spain and the UK and builds on previous studies published in 2012 and 2014. Continue reading Digital is key to improving trust for banks and insurance companies, finds new BT and Avaya research

SME’s Need to Leverage the Power of Customer Experience

PRESS RELEASE: Start-ups and small/medium enterprises around the world are feeling the impact of digital transformation in the “Age of the Customer”. A recent study by Accenture found that 56% of companies think that the main impact of digital is in customer experience and, as a result, 63% plan to improve it. Investment in customer experience is now critical for companies of all sizes. Continue reading SME’s Need to Leverage the Power of Customer Experience

Ventana Research Releases Research into the Next-Generation Contact Center in the Cloud

PRESS RELEASE: Ventana Research released its latest market research study examining the role of cloud computing in the use of contact centers and where customer self-service can help improve both efficiency and the customer experience. This research identifies, explores and quantifies the ways in which organizations use people, processes, information and technology to manage contact centers and customer interactions. Continue reading Ventana Research Releases Research into the Next-Generation Contact Center in the Cloud