NICE inContact, a NICE business, announced the NICE inContact CXone Spring 2018 release with new capabilities to enable organizations of all sizes to win in the experience economy. To continuously improve customer interactions across the customer journey, contact centres will be empowered to: Continue reading NICE inContact CXone Spring 2018 Release Introduces New Omnichannel Customer Experience Insights, Enhanced Workforce Collaboration and Elevated Omnichannel Customer Experiences
Monthly Archives: April 2018
Top 100 US Automotive Dealership Selects 8×8 to Improve Employee and Customer Engagement
8×8 announced that Gettel Automotive Group, ranked 68th on Automotive News’ annual top US automotive dealership groups list, has selected 8×8 to move almost 1,000 employees from their current cloud communications solution to the newly announced X Series, the next generation enterprise system of engagement and intelligence. Continue reading Top 100 US Automotive Dealership Selects 8×8 to Improve Employee and Customer Engagement
Stockport Metropolitan Borough Council Advances Digital-First Approach With Verint
Verint® announced that the UK’s Stockport Metropolitan Borough Council has implemented its latest Engagement Management Professional solution to support council employees in the delivery of effective, consistent, quality service to its nearly 300,000 citizens. Continue reading Stockport Metropolitan Borough Council Advances Digital-First Approach With Verint
IVR Technology Group Adds Pay by Chat and Social Media to Payment Technology Stack
IVR Technology Group announces that the company has integrated pay by chat and pay by social media messaging to their popular Compass Payments Suite to increase the omnichannel experience for companies whose customers are looking for more options when making payments. Continue reading IVR Technology Group Adds Pay by Chat and Social Media to Payment Technology Stack
Noble Systems Introduces Conversations Analytics
Noble Systems, a global leader in omnichannel contact centre technology solutions, announced the release of Noble® Conversations Analytics, a native speech analytics application for the Noble Contact Centre platform. Continue reading Noble Systems Introduces Conversations Analytics
Marriott International Launches Global Customer Recognition Platform Powered by Salesforce, Providing Personalization at Scale Across All Consumer Touchpoints
Marriott International, Inc., the global leader in hospitality, and Salesforce, the global leader in CRM, today announced the global rollout of Marriott’s new customer recognition platform. Powered by Salesforce, the platform enables Marriott to conduct one, continuous interaction with members of its loyalty programs across guest channels including call centres, on-property, web and mobile, on a global scale. Continue reading Marriott International Launches Global Customer Recognition Platform Powered by Salesforce, Providing Personalization at Scale Across All Consumer Touchpoints
Convergys Introduces Conversational Virtual Assistant Technology to Leading North American Financial Institution
Convergys, a global leader in customer management, recently completed a pilot implementation of a conversational virtual assistant solution at one of North America’s largest financial services companies. This solution resulted in an annual cost savings of $8.5 million, achieved by increasing the number of calls managed by the Interactive Voice Response (IVR) system by more than two million, decreasing misrouted calls by 67 percent, and creating a seamless conversational experience for self-service across all channels. Continue reading Convergys Introduces Conversational Virtual Assistant Technology to Leading North American Financial Institution
AAA Chooses Panviva as a Preferred Supplier of Cloud Knowledge Management
Panviva, the premier provider of cloud-based knowledge management solutions and real-time performance support, announced today they have been named a Preferred Supplier to AAA. AAA provides automotive membership services to more than 54 million members across North America. Continue reading AAA Chooses Panviva as a Preferred Supplier of Cloud Knowledge Management
Accenture to Help Swisscom Enhance Its Customer Experience
Accenture and Swisscom are collaborating to enable the Swiss telecommunications provider to develop new digital services even faster and to improve the customer experience. Continue reading Accenture to Help Swisscom Enhance Its Customer Experience
Conversica Partners With Microsoft to Bring Conversational AI to Microsoft Dynamics 365
Conversica, the leader in conversational AI for business, announced that its AI-based sales assistant technology is now deeply integrated with Microsoft Dynamics 365 and is available from the Microsoft AppSource online marketplace. Continue reading Conversica Partners With Microsoft to Bring Conversational AI to Microsoft Dynamics 365