EvaluAgent® Appoints New Business Development Director To Spearhead Growth

EvaluAgent® has signalled its ambitious expansion plans with the appointment of Dianne Moralee as its new Business Development Director. Moralee, who took up the position at the beginning of March, has over 25 years experience in B2B software sales and hopes to use that knowledge to help EvaluAgent® expand; after a number of recent contract wins within the utilities, energy and financial services sectors. Continue reading EvaluAgent® Appoints New Business Development Director To Spearhead Growth

Calabrio Enhances Analytics Platform with Sentiment Analysis to Accurately Capture and Interpret Customer Insights

Calabrio, a leading provider of customer engagement and analytics software, today introduced a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimisation and engagement suite. Continue reading Calabrio Enhances Analytics Platform with Sentiment Analysis to Accurately Capture and Interpret Customer Insights

Semafone named finalist in 2018 PYMNTS Voice Challenge with Amazon Alexa

Semafone, a provider of data security and compliance solutions for contact centres, is the sole UK-based finalist in the 2018 PYMNTS Voice Challenge with Amazon Alexa, a global competition for developing and executing prototypes of innovative new solutions, using Amazon’s flagship virtual assistant in payments and commerce. Continue reading Semafone named finalist in 2018 PYMNTS Voice Challenge with Amazon Alexa

Noble Systems Applauds Court’s TCPA Ruling

Noble Systems, a global leader in omnichannel contact centre technology solutions, applauds the recent Court ruling regarding the FCC’s interpretation of the TCPA statute, which significantly impacts the industry and daily operations of customer contact teams. Noble Systems has been an advocate for the contact center industry throughout the company’s almost 30-year history. Continue reading Noble Systems Applauds Court’s TCPA Ruling

Conversational Customer Care Reduces 80% of Repeat Callers

Convergys announced another step forward in its Conversational platform, Intelligent Voice Portal 11, which delivers human-like virtual assistant technology. Convergys’ Virtual Assistant (VA) Solutions allows customers to say what they need in their own words, complete tasks in the popular IoT devices Amazon Echo™ and Google Home™ and provide a real-time conversational chat bot on Facebook Messenger to resolve customer questions. Continue reading Conversational Customer Care Reduces 80% of Repeat Callers

Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System

Aspect Software announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact centre environment. Continue reading Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System

Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback

Convergys, a global leader in customer management announced the release of ConvergysCX, a cloud-based Voice of the Customer platform that helps companies change the way customer feedback is used at scale. Continue reading Convergys Releases Enterprise Voice of the Customer Software to Help Companies Transform the Way They Use Feedback

Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction

Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, providing powerful new capabilities so service provider business, IT and engineering organizations can consistently deliver a superior real-time and personalized customer experience. Continue reading Nokia’s new AI-powered analytics software dramatically improves customer experience and satisfaction

NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management

NICE announced that it has received the highest product scores in each of four use cases in Gartner’s “Critical Capabilities for Workforce Engagement Management” research report. A copy of the report is available here for immediate download. Continue reading NICE Receives Highest Product Scores Across All Four Use Cases in Gartner’s Critical Capabilities for Workforce Engagement Management

Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018

Virtusa, a global provider of digital engineering and IT outsourcing services that accelerate business outcomes for its clients announced the findings of The Digital Transformation Race Has Begun, a September 2017 study commissioned by Virtusa and conducted by Forrester Consulting, that reflects the digital maturity of firms worldwide. The study evaluates the state of digital transformation across six key industries – retail, banking, healthcare, insurance, telco, and media. Continue reading Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018

USA: HGS to Hire 300 Customer Service Professionals to Support Leading Digital Payments Company in Peoria

Hinduja Global Solutions (HGS), announced the addition of 300 new customer service positions to support a leading digital (mobile) payments company’s customers. HGS’s new customer contact representatives will interact daily with consumers who have billing, point-of-purchase, general questions, or account and service requests.  Continue reading USA: HGS to Hire 300 Customer Service Professionals to Support Leading Digital Payments Company in Peoria

Partner Colorado Credit Union Improves Member Experience with Enghouse Interactive

Enghouse Interactive announced its latest success story, Partner Colorado Credit Union. This success further demonstrates its ability to deliver effective customer communications for credit unions across the US. Partner Colorado, a member-owned not-for-profit cooperative with total assets exceeding $350 million, serves more than 31,000 members throughout the Denver metro area. Continue reading Partner Colorado Credit Union Improves Member Experience with Enghouse Interactive