Sutherland is bringing their human-centric, end-to-end process transformation expertise to Google Cloud Platform (GCP) customers as a partner in the i Managed Service Provider (MSP) ecosystem for GCP. Continue reading Sutherland Becomes Managed Service Provider to Bring Process Transformation and Enhanced Customer Experiences onto the Google Cloud Platform
Monthly Archives: January 2018
Raising the status of outbound dialling in contact centres – a two-point plan, from Puzzel
Outbound dialling sometimes has a dubious reputation but used properly, is a powerful outreach tool. The trick is to embed it firmly into agent culture and the customer journey – Christian Thorsrud at Puzzel explores the options… Continue reading Raising the status of outbound dialling in contact centres – a two-point plan, from Puzzel
Conduent Report: Nearly Two-Thirds of Communications and Media Customers Loyal but Can Brands Keep Them?
Nearly two-thirds of consumers are loyal to their communications (63 per cent) and media (66 per cent) providers, having stayed with them for more than three years, despite signs this could change quickly if brands don’t adapt to customer experience demands. This news comes from the final two reports from The State of Customer Experience 2017 survey via Conduent Incorporated. Continue reading Conduent Report: Nearly Two-Thirds of Communications and Media Customers Loyal but Can Brands Keep Them?
NICE inContact Announces CXone Agent for Salesforce – Adding Integrated Workforce Optimization to Unified Desktop
NICE inContact, a NICE business announced the availability of Workforce Optimization (WFO) functionality available with NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. In addition to the comprehensive contact center controls and customer information displayed on a single, unified screen, agents can now easily access crucial WFO features within the same application. Continue reading NICE inContact Announces CXone Agent for Salesforce – Adding Integrated Workforce Optimization to Unified Desktop
West Attains Cisco Powered Cisco Spark Service Provider Designation
West’s Unified Communications Services, a global provider of communication and network infrastructure services announced that it is the first provider to undergo audit and achieve the Cisco® Powered Cisco Spark Service Provider accreditation as part of Cisco’s Cloud and Managed Services Program (CMSP). Continue reading West Attains Cisco Powered Cisco Spark Service Provider Designation
Unisys Predicts Advancements in Biometric Technology, Artificial Intelligence to Transform How Financial Services Organizations Engage with Customers
The emergence of Fintech startups and voice-powered artificial intelligence (AI) have altered people’s expectations for banking. As a result, financial services organizations will leverage advancements in security and predictive technology as a means to improve their efficiency, agility and ultimately deliver a better customer experience, particularly beneficial for smaller and mid-size banks looking to transform how they go to market, according to a new set of predictions from experts at Unisys Corporation. Continue reading Unisys Predicts Advancements in Biometric Technology, Artificial Intelligence to Transform How Financial Services Organizations Engage with Customers