NICE inContact, a NICE business, announced that the Total Economic ImpactTM of NICE inContact CXone, a study conducted by independent research firm Forrester Consulting and commissioned by NICE inContact, reveals CXone delivers a three-year total benefit of $25.9 million and a net present value (NPV) of $19.8 million for a composite contact center operation of 1,100 seats; the composite represents aggregated feedback from multiple CXone customers. Continue reading NICE inContact CXone Delivers Big Payoff of $25.9 Million For Representative 1,100 Seat Organization
Monthly Archives: February 2018
TalkTalk awards five-year transformational outsourcing contract to CGI
CGI has been awarded the One IT Operations Outsourcing contract by UK telecommunications company TalkTalk. The contract will see CGI strengthen and transform TalkTalk’s operational services over the next five years. Continue reading TalkTalk awards five-year transformational outsourcing contract to CGI
Zoho CRM Introduces Zia Voice, the First Conversational AI for Sales Teams, Along With Catalyst, a Hyper-Customization Platform for Enterprises
Zoho unveiled Zia Voice, the first conversational AI for sales teams that adds speech and chat capabilities to Zia, Zoho’s AI-powered sales assistant. Zia can now also predict deal closures and analyze email sentiment. Continue reading Zoho CRM Introduces Zia Voice, the First Conversational AI for Sales Teams, Along With Catalyst, a Hyper-Customization Platform for Enterprises
Confirmit Promotes Claire Sporton to SVP, Customer Experience Innovation
Confirmit has announced the promotion of Claire Sporton to the role of SVP, Customer Experience Innovation. In this newly-created position, Sporton will be responsible for ensuring that the company continues to deliver the market-leading expertise and technology that businesses need to support their CX programs. Continue reading Confirmit Promotes Claire Sporton to SVP, Customer Experience Innovation
BlueJeans and Voicera Partner to Deliver a Modern Meeting Experience Powered by AI
Blue Jeans Network, Inc., the first cloud service to connect desktops, mobile devices and room systems in one video meeting, and Voicera, the leader in voice AI for the workplace, today announced availability of in-meeting transcription powered by an artificial intelligence assistant, Eva. Continue reading BlueJeans and Voicera Partner to Deliver a Modern Meeting Experience Powered by AI
DATAMARK Partners with Large Growing Energy Supplier to Provide Contact Center Services
DATAMARK, a global leading provider for contact center services, has partnered with a fast growing energy provider in support of their customer service outreach. The company provides natural gas and electricity for its clients across the U.S, Canada, and Japan. Continue reading DATAMARK Partners with Large Growing Energy Supplier to Provide Contact Center Services
Diabolocom and Custics launch a “smart” partnership based on customer data analysis
Diabolocom, an operator and cloud solutions provider for omnichannel customer interactions management, and Custics, a start-up specialising in customer data analysis, have announced a new partnership which will aim to process the entire customer journey: from data collection to analysis and operational recommendations. Continue reading Diabolocom and Custics launch a “smart” partnership based on customer data analysis
NewVoiceMedia wins 2018 CUSTOMER Magazine Product of the Year Award
NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more, announced that the NVM Platform has been named a 2018 CUSTOMER Magazine Product of the Year. Continue reading NewVoiceMedia wins 2018 CUSTOMER Magazine Product of the Year Award
The 10 Major Benefits of Systems Integration with Cloud Contact Centre Solutions, from Puzzel
Colin Hay at Puzzel explores the virtues of connecting multiple systems to deliver seamless customer service and suggests it’s much easier than you might think… Continue reading The 10 Major Benefits of Systems Integration with Cloud Contact Centre Solutions, from Puzzel
The Police Service of Northern Ireland selects Capita to deliver its new command and control system
Capita Communications and Control Solutions announces that it has been awarded a contract to deliver its command and control system to the Police Service of Northern Ireland (PSNI), following a competitive tender process. Continue reading The Police Service of Northern Ireland selects Capita to deliver its new command and control system
Aspect Software and CallMiner partner to bring greater MiFID compliance to financial service markets
Aspect Software, a leading provider of customer engagement, workforce optimisation, and self-service solutions and CallMiner, a leading provider of award-winning speech and customer engagement analytics, have announced a joint solution to help financial services organisations meet the compliance regulations of the Markets in Financial Instruments Directive II (MiFID II). Continue reading Aspect Software and CallMiner partner to bring greater MiFID compliance to financial service markets
The future of voice – a six step survival guide for contact centers
According to Annika Edberg at Teleopti, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM)… Continue reading The future of voice – a six step survival guide for contact centers
Nuance Honored at The 2018 Stevie Awards as a Leader in Intelligent Customer Engagement Solutions
Nuance announced the company earned multiple Stevie® Awards for Sales & Customer Service. Nuance, the pioneer and leader in conversational and cognitive AI innovations, was recognized as a finalist in six categories for innovation and excellence at a February 23rd gala held in Las Vegas, NV. Continue reading Nuance Honored at The 2018 Stevie Awards as a Leader in Intelligent Customer Engagement Solutions
Upstream Works Software Announces New Partnership with CAE
Upstream Works Software announced a new partnership with CAE Technology Services Ltd., to effectively deliver integrated customer experience solutions on the Cisco Collaboration platform for clients in European markets. Together, we’re making it easier and faster to deploy customer engagement solutions. Continue reading Upstream Works Software Announces New Partnership with CAE
Automation Anywhere Unveils Industry’s Most Comprehensive Global Customer Success Program
Automation Anywhere, the largest enterprise software provider in Robotic Process Automation (RPA), has announced the formal launch of its global customer success program – Automation Anywhere Plus. This umbrella program combines a wide range of existing services with newly introduced offerings, delivering the most comprehensive set of services and the industry’s largest team completely dedicated to customer success. Continue reading Automation Anywhere Unveils Industry’s Most Comprehensive Global Customer Success Program