Capita Customer Management has been selected as a partner by the Financial Services Compensation Scheme (FSCS) to consolidate all its claims handling services, following a competitive tender. Continue reading FSCS consolidates claims handling services with Capita
Daily Archives: May 15, 2018
Proactive & Pre-emptive vs Reactive & Responsive
By Graham Ede – CEO – Yonder Digital Group… In today’s customer experience arena, businesses cannot rely on a reactive service alone to beat competitors; superior customer service anticipates and pre-empts rather than waiting for the customer to get in touch. However what does this actually entail? A proactive approach can come across as obtrusive if customers feel they are being inundated with communications so there needs to be a focus on providing useful information and intelligent advice, providing extra value to customers. Continue reading Proactive & Pre-emptive vs Reactive & Responsive
NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees
NICE took customer service to a new level of cognitive intelligence via the launch of NICE Employee Virtual Attendant or NEVA, the world’s first virtual attendant, designed with the employee in mind. Powered by NICE’s proven, market leading Desktop Automation technology, NEVA offers real-time process guidance when called for or automatically when an opportunity is identified. Continue reading NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees
8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications
8×8 announced the acquisition of MarianaIQ (MIQ), a high-growth Silicon Valley startup, as part of the strategic investments it has been making in AI and Machine Learning. MIQ brings deep learning capabilities to the newly announced X Series to transform both employee and customer experience. Continue reading 8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications
Booking.com opens first call centre in Baltics, to employ 900 people
Today (15th May 2018) Booking.com, the global leader in connecting travellers with the widest choice of incredible places to stay and digital technology leader, celebrated the official opening of the first call centre in the Baltic region to support Booking.com customers and partners. Continue reading Booking.com opens first call centre in Baltics, to employ 900 people
Arco Selects RingCentral for New National Customer Engagement Centre
RingCentral UK has been selected by Arco, the UK’s leading Safety Company, as the foundational technology for its new National Customer Engagement Centre. RingCentral’s Contact Centre solution will be deployed as part of an ongoing Arco strategy of business investment with the aim of moving towards agile cloud infrastructure and process. Continue reading Arco Selects RingCentral for New National Customer Engagement Centre