New research from Aspect Software shows self-service and AI are redefining how consumers view customer service

Customer service has reached a digital tipping point, according to the latest research from Aspect Software. Although speaking with live customer service agents on the telephone is still the most popular first point of contact for British consumers contacting customer service (27%), if given the choice of using one method of communication, two-thirds of us would choose text channels such as live chat or even Facebook Messenger. Continue reading New research from Aspect Software shows self-service and AI are redefining how consumers view customer service

NICE cements workforce engagement leadership with consecutive Gartner accolades

NICE announced it has been positioned by Gartner, Inc. as a Leader in the Magic Quadrant for Workforce Engagement Management.1 The company was placed highest on the ability to execute axis and furthest to the right on the completeness of vision axis within the Leaders quadrant again this year. Continue reading NICE cements workforce engagement leadership with consecutive Gartner accolades

TUI UK & Ireland Implements Medallia to Expand Commitment to Customers

Medallia announced that TUI UK and Ireland has implemented a best-in-class customer experience program in its 600 retail stores. TUI UK is the largest holiday brand, delivering unique and modern holiday experiences for its customers every year. TUI UK uses Medallia to understand real-time customer feedback, which in turn helps to empower store managers by better understanding customer sentiment and to take quick action. Continue reading TUI UK & Ireland Implements Medallia to Expand Commitment to Customers

UK Startup Bank Tandem Partners with Personetics to Deliver AI-powered Everyday Banking that Puts Customers First

Digital challenger bank Tandem is partnering with Personetics, the leading provider of cognitive banking applications, to harness the power of artificial intelligence towards its promise of putting the customer first. Continue reading UK Startup Bank Tandem Partners with Personetics to Deliver AI-powered Everyday Banking that Puts Customers First

Lionbridge Introduces the Future of Over-the-Phone Interpretation

Lionbridge Technologies, the world’s most trusted translation and digital communications company introduced the future of over-the-phone interpretation (OPI) with GeoFluent Interpreter Direct, a suite of services that significantly improves the customer experience for firms in need of real-time interpretation. Continue reading Lionbridge Introduces the Future of Over-the-Phone Interpretation

Envision Partners with AVST for an enterprise-class coaching solution

Envision, with more than 20 years of innovation and experience in the contact centre workforce optimization market announced that it has entered into a partnership agreement with Applied Voice & Speech Technologies, Inc. (AVST), a global leader in the field of enterprise communications solutions. Continue reading Envision Partners with AVST for an enterprise-class coaching solution

Fonolo Continues to Strengthen its Contact Centre Patent Portfolio

Fonolo, the pioneer in cloud-based call-back solutions for the contact centre, has further strengthened its patent portfolio around cloud-based call centre services in general, and call-back solutions in particular. The company was recently awarded two new patents, bringing its portfolio to 12 awarded patents in the US and five in Canada, with more applications currently pending. Continue reading Fonolo Continues to Strengthen its Contact Centre Patent Portfolio

Evolve IP and Yealink Partner to Provide UCaaS Capabilities on a Global Scale

Evolve IP®, The Cloud Strategy Company™, today announced a partnership with Yealink, a premier global, leading unified communications (UC) terminal solution provider. The partnership enables Evolve IP to win new business globally by offering a wider array of business communications from one of the top 3 providers in the world, and for existing Yealink customers to gain access to Evolve IP’s award-winning enterprise-class cloud communications solutions. Continue reading Evolve IP and Yealink Partner to Provide UCaaS Capabilities on a Global Scale