Atos launches breakthrough AI engine to transform the IT service desk experience

PRESS RELEASE: Atos, a global leader in digital transformation, has launched the Atos Virtual Assistant (AVA) leveraging a next-generation artificial intelligence engine to automate and expand our IT Service Desk offerings and provide a better user experience as well as enhanced productivity. Built on a strategic partnership with CogniCor, a Barcelona-based innovative AI company, AVA is designed to transform user support as more clients move into adopting a digital environment. Continue reading Atos launches breakthrough AI engine to transform the IT service desk experience

Marchex Launches New Speech Analytics Product, Providing Actionable Intelligence from Within the Phone Call

PRESS RELEASE: Marchex announced the launch of Marchex Speech Analytics, a new solution that enables actionable insights for enterprise and mid-sized companies, helping them understand what is happening on inbound phone calls from consumers to their business. Continue reading Marchex Launches New Speech Analytics Product, Providing Actionable Intelligence from Within the Phone Call

ASC’s Speech Analytics Solution Improves Customer Service at Advalia

PRESS RELEASE: ASC announced the successful implementation of its workforce optimization (WFO) solution including speech analytics for Advalia, an advanced business intelligence unit of Call & Call Group, focused on technological innovation of customer management and high-value Business Process Outsourcing services. Continue reading ASC’s Speech Analytics Solution Improves Customer Service at Advalia

NICE EVOLVE WFM Brings Enterprise-Class Forecasting to Organizations of All Sizes through the Cloud

PRESS RELEASE: NICE announced a set of enhancements to its award-winning EVOLVE Workforce Management (WFM) solution that extends its enterprise-class staff forecasting functionality to contact centers of all sizes through the cloud. As part of the first continuous delivery workforce management solution, these powerful forecasting features are easy to use and make accurate capacity planning far more cost-effective. Continue reading NICE EVOLVE WFM Brings Enterprise-Class Forecasting to Organizations of All Sizes through the Cloud

Top U.S. Insurers Still Require Customers to Read Card Numbers Out Loud, Compromising Security and PCI DSS Compliance

PRESS RELEASE: Semafone, a provider of secure payment software for contact centers, announced findings from a new “secret shopper” survey of leading insurance companies. Ten of the top insurance companies in the U.S. were anonymously surveyed and all responded that they still require customers to read their card numbers out loud when paying for insurance services over the phone, which means that they risk compromising security and Payment Card Industry Data Security Standard (PCI DSS) compliance. Continue reading Top U.S. Insurers Still Require Customers to Read Card Numbers Out Loud, Compromising Security and PCI DSS Compliance

Altitude Invests in Customer and Partner Success with New Certification and Virtual Training Offerings

PRESS RELEASE: Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences announced the launch of a new Altitude University online learning, training and certification platform, together with new certification and virtual training offerings. Continue reading Altitude Invests in Customer and Partner Success with New Certification and Virtual Training Offerings

Companies Still Failing to Meet Customer Service Needs Across Channels, New Survey from inContact Reveals

PRESS RELEASE: inContact, a NICE company announced new research identifying gaps in customer satisfaction across 10 different customer service channels. The “inContact Customer Experience Transformation Benchmark Study” reveals that, across all channels, consumers are not getting the “fast resolution” they demand. Continue reading Companies Still Failing to Meet Customer Service Needs Across Channels, New Survey from inContact Reveals

Paysafe enhances productivity and customer experience with NewVoiceMedia

NewVoiceMedia announced that the global payments company Paysafe increased its customer support centre productivity by 20 percent over the last year using NewVoiceMedia’s ContactWorld for Service platform. The technology has delivered dramatic improvements to both customer and agent satisfaction. Continue reading Paysafe enhances productivity and customer experience with NewVoiceMedia

T-Mobile Selects Lithium to Help Create Awesome Digital Customer Experiences

lithium-logoLithium Technologies announced T-Mobile has implemented Lithium Social Media Management to support its social team’s customer service efforts. T-Mobile is known for providing awesome and personal digital experiences to customers across social channels. With the power of the Lithium platform, T-Mobile’s social team is now able to centrally control and manage multiple touchpoints, power millions of conversations, and drive smarter decisions through data. Continue reading T-Mobile Selects Lithium to Help Create Awesome Digital Customer Experiences

Xavient Launches Near Real-Time Speech-To-Text Analytics Platform To Improve Customer Experience For Enterprises

PRESS RELEASE: Xavient Information Systems, a leading global provider of digital solutions and IT services, announced the launch of AMPLIFY, an artificial intelligence-powered analytics platform created to improve customer experience and loyalty in major enterprises. Continue reading Xavient Launches Near Real-Time Speech-To-Text Analytics Platform To Improve Customer Experience For Enterprises

BroadSoft and Telstra Enhance Unified Communications in Australia

BroadSoft announced a multi-year strategic agreement with Telstra in response to the growing popularity of a mobile workforce across Australian businesses. Under this agreement, customers can connect via cloud communication and collaborate in the workplace from anywhere they have an internet connection, on all compatible devices, for full access to content and people. Continue reading BroadSoft and Telstra Enhance Unified Communications in Australia

Upland Software announces Acquisition of RightAnswers

PRESS RELEASE: Upland Software, Inc., a leader in cloud-based Enterprise Work Management software announced that it has acquired RightAnswers, Inc., an award-winning, cloud-based knowledge management system. Upland also raised its 2017 guidance to reflect the RightAnswers acquisition and raised its long-term Adjusted EBITDA margin target to 40%. Continue reading Upland Software announces Acquisition of RightAnswers

Lenovo Selects Atento as Strategic Partner for Contact Center Customer Relationship Management in Brazil

PRESS RELEASE: Lenovo, a leading company in providing innovative consumer, commercial and enterprise technology, has just settled an important partnership with Atento S.A., one of the world’s leaders in customer management and business process outsourcing services, aiming to enhance its relationship with consumers and businesses. The new operation will take place in the city of São Paulo and will have a highly-qualified team of professionals within the industry. Continue reading Lenovo Selects Atento as Strategic Partner for Contact Center Customer Relationship Management in Brazil