Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach

A Daily Mail investigation into the strength of various technologically driven alternatives to the basic password has revealed the ease with which malignant actors can bypass these systems. According to Aspect Software, this affirms the need for organisations to approach their customer’s security with more nuance and from a more holistic perspective. Continue reading Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach

CGI makes all cash offer for Affecto Plc, a leading data analytics and business intelligence services firm in northern Europe

CGI announced an all-cash tender offer of €4.55 per share to acquire through its wholly owned subsidiary CGI Nordic Investments Limited, all outstanding shares of Affecto Plc, a leading provider of business intelligence and enterprise information management solutions and services. Continue reading CGI makes all cash offer for Affecto Plc, a leading data analytics and business intelligence services firm in northern Europe

Customer engagement is more important than increasing profit and business growth, says the C-suite

Customer engagement is one of the most highly valued business functions for the C-suite and has firmly established itself as a board level issue, according to the latest research from Aspect Software. However, there is a recognition that no system is perfect, with several steps needed to be taken in order to improve the customer contact centre and subsequently bolster the overall customer experience. Continue reading Customer engagement is more important than increasing profit and business growth, says the C-suite

Create Seamless, End-to-End Customer Support Experiences

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally, this has been the ‘tried-and-tested’ option as companies continued to invest in their contact center in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organizations to meet their customers’ expectations. Continue reading Create Seamless, End-to-End Customer Support Experiences

Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch

A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed consumers are open to the promise of AI-powered customer experiences but need more transparency, data privacy, and a human-like touch to feel more comfortable with machine-powered interactions. Continue reading Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch

Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture

Pegasystems announced a new global survey that shows financial services institutions need to accelerate their move to a more customer-centric sales culture. While the wide majority of financial services firms and banks realize they must shift from product-based to relationship-based selling to remain competitive, only one-third of banks have successfully made the transition. Continue reading Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture

NICE Introduces Compliance Center – A Dedicated Solution for Compliance Assurance and Management

NICE announced the introduction of NICE Compliance Center, a unique compliance recording solution for the contact center industry. Combining NICE’s leading recording platform with analytics capabilities and end-to-end media encryption, Compliance Center is a holistic solution that reduces the risk of regulatory breaches while centralizing all compliance management activities, for optimal efficiency and rapid adaptation to changing regulations. Continue reading NICE Introduces Compliance Center – A Dedicated Solution for Compliance Assurance and Management

Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

Voxbone’s recently launched Speech Analytics service is now giving customers easy access to transformative data supported by CallMiner Eureka. Pairing Eureka’s insights with Voxbone’s cloud-based voice communications and recording infrastructure means that users can dramatically improve agent performance with actionable call analytics–interactions that may have otherwise gone undocumented–without having to invest in extra equipment, staff or systems. Continue reading Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

Bright Pattern Selected for IBM’s Watson Build Challenge

Bright Pattern has been selected in phase two of the Watson Build challenge to develop its cognitive technology business plan, Omnichannel Conversation Analytics, into a working prototype using IBM Watson APIs on the IBM Cloud. IBM will provide Bright Pattern with access to IBM development tools, business mentors and cognitive specialists to bring its concept to life. Continue reading Bright Pattern Selected for IBM’s Watson Build Challenge

Microexcel® Announces Acquisition of Customer Dynamics

Microexcel®, a global provider of technology solutions and services announced it has acquired Customer Dynamics, a leading professional services organization with headquarters in Salt Lake City, Utah, that provides SaaS solutions to improve the Customer Experience (CX) and Agent Experience (AX) at contact centers. With the acquisition of Customer Dynamics, Microexcel looks to expand its reach within the growing contact center and business process outsourcing industry segments by offering innovative, cloud-based, SaaS solutions for CRM. Continue reading Microexcel® Announces Acquisition of Customer Dynamics

Newcastle based contact centre expands premises

Newcastle contact centre Echo-U has made a six-figure investment to expand onto a new floor as it continues to grow its headcount and focus on the wellbeing of its team. The company has leased a third floor at its Newcastle city centre head office, Tyne House adding 5,500 square feet to its existing 17,000 square feet modern workspace. Continue reading Newcastle based contact centre expands premises

CafeX and Partners Help Contact Center Operators Cut Costs, Streamline Operations

CafeX Communications® announced its latest release of Supervisor Assist, the one-click coaching solution for service agents to help enterprises transform customer care. Compatible with Cisco, Avaya, Genesys and other leading contact center technology vendors, Supervisor Assist is now available through a growing network of channel partners, including Arrow Systems Integration, Strategic Products and Services, TeleTech, and World Wide Technology. Continue reading CafeX and Partners Help Contact Center Operators Cut Costs, Streamline Operations