Network Rail has appointed outsourced customer contact specialist, Echo Managed Services, to manage its 24-hour helpline, helpdesk and out-of-hours media services across a range of contact channels including voice, email, web chat and social media. Continue reading Echo wins £6.3m customer service contract with Network Rail
Daily Archives: February 7, 2018
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
Parker Software launches new chat product
Live chat specialist, Parker Software, has this week launched a new chat product exclusively for the SME market. Branded WhosOn SmallTalk, the solution provides a free, lightweight chat channel for single users. Continue reading Parker Software launches new chat product
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
Consumers Say No to Chatbot Silos in US and UK Survey
eGain, the leading provider of cloud-based customer engagement solutions announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org. Continue reading Consumers Say No to Chatbot Silos in US and UK Survey
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
Fat Face Enhances Customer Experience With API-Led Connectivity
WHISHWORKS, a MuleSoft integration and Big Data specialist, is pleased to announce that Fat Face, a leading lifestyle clothing and accessories retailer, has successfully implemented and deployed MuleSoft’s Anypoint PlatformTM. Continue reading Fat Face Enhances Customer Experience With API-Led Connectivity
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
Research: U.S. Businesses Not Ready for Machine Learning, Decision Automation
U.S. businesses want to capitalize on emerging technologies like machine learning and artificial intelligence, which have the power to revolutionize how companies operate. But the legacy technology tools businesses rely on may hinder or even prevent them from doing so. Continue reading Research: U.S. Businesses Not Ready for Machine Learning, Decision Automation
First Artificial Intelligence-Powered Meeting Assistant Enters Market
iotum, an Inc 5000 company, announced its Artificial Intelligence meeting assistant, Cue™, is available to use in-market for virtual meeting platform, Callbridge™. Continue reading First Artificial Intelligence-Powered Meeting Assistant Enters Market
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