KLM Royal Dutch Airlines is taking the next step in using artificial intelligence within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. Continue reading KLM adds automated messages to customer conversations
Monthly Archives: December 2017
Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience
As WhatsApp potentially opens to business users in 2018, and numerous reports predict massive growth for messaging and rich media channels, IMImobile, looks at how brands will be embracing conversational commerce to build innovative customers journeys in 2018… Continue reading Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience
Resilient plc selected by BT Group to bring call recording to its UK Inbound Contact portfolio
Resilient plc announced that it has been selected by BT to provide call recording services to customers of its non-geographic numbering services. The services are available to customers of BT’s UK Inbound Contact portfolio immediately. Continue reading Resilient plc selected by BT Group to bring call recording to its UK Inbound Contact portfolio
Research finds UK sales reps lose six weeks a year to admin tasks
New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that sales professionals who use a CRM system are losing an average of six weeks a year completing manual administrative tasks that could be automated with the right computer telephony integration (CTI) investment. When applied over an entire inside sales team, this represents a productivity loss equivalent to nearly one and a half reps per year[1]. Continue reading Research finds UK sales reps lose six weeks a year to admin tasks
Premier Foods cooks up fresh IT service management delivery with Freshworks
Freshworks, the leading provider of cloud-based business software, announced that Premier Foods has completed the first phase of its IT Service Centre implementation, based on Freshservice.
Continue reading Premier Foods cooks up fresh IT service management delivery with Freshworks
Sabio appoints Director of Dimension Data’s Customer Experience Business unit to head its APAC operation
Digital customer engagement technology specialist Sabio has appointed Harold Thng – previously Director of Dimension Data’s APAC Customer Experience Business Unit – as Managing Director of the company’s Asia Pacific operation, charged with driving Sabio’s next major phase of growth across the region. Continue reading Sabio appoints Director of Dimension Data’s Customer Experience Business unit to head its APAC operation
eGain announces integration with Salesforce.com
eGain, the leading provider of cloud-based customer engagement solutions, announced its integration with Salesforce.com. Continue reading eGain announces integration with Salesforce.com
Booking.com Expands Global Access to the Booking Assistant
Booking.com, one of the world’s largest e-commerce companies and digital technology leader, announced the expansion of the pilot version of its new service and support chatbot, the Booking Assistant, now widely available to English-language bookings worldwide. As the latest evolution of Booking.com’s messaging platform, the Booking Assistant merges proprietary Artificial Intelligence technology with Booking.com’s already-robust customer service support. Continue reading Booking.com Expands Global Access to the Booking Assistant
Avaya Successfully Completes Financial Restructuring and Emerges from Chapter 11
Avaya Holdings Corp. (“Avaya” or the “Company”) announced that it has successfully completed its debt restructuring and emerged from chapter 11. Continue reading Avaya Successfully Completes Financial Restructuring and Emerges from Chapter 11
Glasgow City Council awards seven year transformational ICT outsourcing contract to CGI
CGI has been selected by Glasgow City Council (GCC) to provide transformational IT services to enable the introduction of integrated digital services for the Glasgow area. This will result in an improved citizen digital experience across a range of council services whilst delivering new high speed broadband for schools and the local community. Continue reading Glasgow City Council awards seven year transformational ICT outsourcing contract to CGI