Leading global customer experience and business process outsourcing company, Webhelp, has developed a new tool that allows it to monitor and manage the performance of its advisors in a consistent way across the business and ensure they are receiving the right coaching and development. Continue reading Webhelp Delivers Improved Customer Experience with Development of Bespoke Performance Compass
Daily Archives: May 18, 2017
Mapping the customer and agent journey in parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys. Continue reading Mapping the customer and agent journey in parallel
Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
PRESS RELEASE: Eptica, the leading European technology company specializing in intelligent platforms for digital customer experience, announced today that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)” by Michael Maoz and Brian Manusama, May 8, 2017. This marks the fourth consecutive year that Eptica has appeared in this Magic Quadrant. Continue reading Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
TeleWare deepens Microsoft relationship with developer status through Trusted Application API
TeleWare, a leader in communication technology, today announces that it has been accepted onto Microsoft’s Technology Adoption Program (TAP) for Trusted Application API’s. This gives TeleWare the ability to integrate its products with Office365 – in particular, Skype for Business voice recording. Continue reading TeleWare deepens Microsoft relationship with developer status through Trusted Application API
Callglide uses Aculab Cloud in Salesforce CRM integration
PRESS RELEASE: Aculab, a leading provider of deployment proven telephony APIs for the global communications market, is pleased to announce Callglide’s use of Aculab Cloud in its Salesforce CRM integration. Continue reading Callglide uses Aculab Cloud in Salesforce CRM integration
Nuance Strengthens Biometrics Security Portfolio and Attacks Fraud with Advanced, Multi-Modal Offering, Powered by AI
PRESS RELEASE: Nuance took a major step towards reducing the risk of consumer fraud by announcing a new suite of biometric security solutions, driven by the latest in artificial intelligence (AI) innovations. The new Nuance Security Suite includes not only the company’s award-winning voice biometrics technology, but also new advances in facial and behavioral biometrics that combine to provide advanced protection against fraud, across customer service channels. Continue reading Nuance Strengthens Biometrics Security Portfolio and Attacks Fraud with Advanced, Multi-Modal Offering, Powered by AI