Artificial Intelligence can make call centre agents better connected with customer requirements

bhupender-singh-picGuest Post By Bhupender Singh, CEO of Intelenet® Global Services, who says technology is transforming how call centre agents interact with customers… The contact centre industry has evolved over the years because of changes in customer expectations, technology innovations and new business models. Businesses of all kinds are digitally transforming their contact centre operations to keep at pace with customer demands. Continue reading Artificial Intelligence can make call centre agents better connected with customer requirements

Why Omni-channel Must be Omnipresent in the Innovation Evolution

graham-lloydGuest Post By Graham Lloyd, Industry Principal of Financial Services at Pegasystems. Graham explains how omni-channel is the key to customer engagement in the FS industry… There’s never been a better time to be financial services customer – in theory, at least. Once upon a time, if you had a query about your bank account or insurance policy, you either had to go into a physical branch to find an answer to your question, or sit on a telephone line during office hours waiting for an operative to answer your call. Continue reading Why Omni-channel Must be Omnipresent in the Innovation Evolution

Book Hotels Direct For Better Customer Service

christopher-schyma-vp-travel-hospitality-247Guest Post By Christopher Schyma, Vice President, Hospitality and Travel, [24]7… News that Hilton Worldwide, the world’s biggest hotel chain, has announced a new ‘predictive chat’ booking service on its websites is a reminder that booking rooms directly from corporate websites is a growing, if perhaps unexpected, trend and one that can benefit both customers and hotels alike. Continue reading Book Hotels Direct For Better Customer Service

KLM runs pilot with Artificial Intelligence provided by DigitalGenius

PRESS RELEASE: KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions. When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. Continue reading KLM runs pilot with Artificial Intelligence provided by DigitalGenius

Leading Hotel and Casino Developer Implementing Verint Customer Engagement Optimization Solutions to Enhance Customer Experiences and Compliance

PRESS RELEASE: Verint® announced that a U.S.-based hotel and casino developer is implementing its workforce optimization solutions to heighten customer service and experiences and advance its ability to secure sensitive and private customer data. Among the Verint software being deployed are call recording, encryption management, desktop and process analytics, workforce management and performance management. Continue reading Leading Hotel and Casino Developer Implementing Verint Customer Engagement Optimization Solutions to Enhance Customer Experiences and Compliance

InMoment Redefines Actionable Insights with Next-gen CX Platform

InMoment announced Experience Hub 2.0™, the next generation of the company’s technology platform. Hub 2.0 enhances the scope and richness of data, prioritises insights for more actionability and impact, and provides more intuitive reporting to help brands get to the “why” behind their data quicker and simpler than ever before. Continue reading InMoment Redefines Actionable Insights with Next-gen CX Platform

1st Touch Launches iAppoint Scheduling For Social Landlords

PRESS RELEASE: 1st Touch has announced the launch of iAppoint. The all-new self-service module will help social landlords to streamline customer appointment scheduling by speeding up and enhancing the processes involved. In addition, as online services cost only a fraction of call centre responses, the potential cost savings for landlords are also significant. Continue reading 1st Touch Launches iAppoint Scheduling For Social Landlords

One in three customers disengaged with businesses as a result of online billing

PRESS RELEASE: The growing prevalence of online billing is putting businesses and service providers at risk of losing touch with customers according to new research, which reveals that almost one in three consumers have become distant from their bills as a result. The research of a nationally representative sample of 1,000 UK adults by Echo Managed Services, revealed that 70% of consumers prefer digital methods of bill communication, while over a third stated that online is the only method by which they want to receive their bills. Continue reading One in three customers disengaged with businesses as a result of online billing

IR Survey Reveals More Than One-Third of IT Decision Makers Doubt Their Organizations Are Ready for Digital Transformation within UC

PRESS RELEASE: IR announced the results of its independent survey of 511 U.S. senior decision makers on their IT-related purchases specific to unified communications (UC) and its role in digital transformation of their organizations1. According to the survey, more than one-third of IT decision makers don’t believe their existing infrastructures are ready to support high traffic from the new productivity and collaboration tools that will drive this digital transformation. Continue reading IR Survey Reveals More Than One-Third of IT Decision Makers Doubt Their Organizations Are Ready for Digital Transformation within UC

Webhelp Appoints First Chief Human Resources Officer

christine-scheffler-smallPRESS RELEASE: Webhelp, has announced the appointment of Christine Scheffler as the group’s first chief human resources officer. Christine, who was formerly CHRO at arvato, has already taken on this newly created position at Webhelp and is based in the Paris HQ.

Olivier Duha, co-founder and shareholder of Webhelp, said: “Webhelp is growing on an international stage and at a very rapid pace. That is why we felt it was important to create a position that would look at organisational and people development opportunities across the group rather than on a country specific basis.

Continue reading Webhelp Appoints First Chief Human Resources Officer

Concentrix Makes Further Investment in New Zealand

PRESS RELEASE: Concentrix inaugurated its purpose-built delivery centre in Wellington, further expanding its footprint in the region. Having commenced operations in New Zealand in February 2013, the company has launched the new delivery centre for an international technology client to deliver end-to-end customer engagement services, technology innovation, analytics, and process optimization. Continue reading Concentrix Makes Further Investment in New Zealand

Intelecom Positioned as a Challenger for the second consecutive year in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe

PRESS RELEASE: Intelecom announced it has been positioned by Gartner, Inc. as a Challenger in the Contact Centre as a Service, Western Europe Magic Quadrant report for the second successive year. Continue reading Intelecom Positioned as a Challenger for the second consecutive year in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe