Monthly Archives: December 2017

Guest Post

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 →

Who's Buying What?

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 →

Market Research

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 →

Appointments

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 →

Chatbot

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 →

Outsourcing

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 →

Technology

Compliance3 partners with PCI Security Standards Council

Compliance 3, a UK based consultancy with extensive experience in assisting companies to achieve and maintain PCI DSS compliance in Contact Centres, announced today that it has joined the PCI Security Standards Council (PCI SSC) as a new Participating Organization. Compliance3 will work with the PCI SSC to help secure payment data worldwide through the ongoing development and adoption of the PCI Security Standards. Continue reading Compliance3 partners with PCI Security Standards Council →

Technology

IBM and Blue Prism Deliver Digital Workforce Capabilities

As businesses increasingly recognize the opportunity to increase productivity, improve customer experiences and deliver new products and services through intelligent automation, Blue Prism and IBM have joined forces to deliver a secure, scalable and easy-to-use Digital Workforce for enterprises worldwide, such as Walgreens. Continue reading IBM and Blue Prism Deliver Digital Workforce Capabilities →

Who's Buying What?

Zappix Announced an Enhanced Visual IVR with Mobile Video and Image Upload Capability for Moishe’s NYC Movers

The new image and video upload capabilities from Zappix allows Moishe’s NYC Movers the ability to offer their customers a better way to interact with them; compared to the old voice menus. They now visually engage customers providing uploading of images and videos during the call. Transforming the Customer Experience (CX) during the booking of a move in a collaborative way with the sales representative using a Visual IVR on their SmartPhone. Continue reading Zappix Announced an Enhanced Visual IVR with Mobile Video and Image Upload Capability for Moishe’s NYC Movers →

Awards

NICE inContact CXone Rated Highest in Product Satisfaction by Customers in DMG Consulting Report

NICE inContact announced that CXone cloud customer experience platform received the highest average product satisfaction rating from its customers, according to a new report by contact center and back-office research and consulting firm DMG Consulting LLC. Continue reading NICE inContact CXone Rated Highest in Product Satisfaction by Customers in DMG Consulting Report →