Sunrise Software, a leading supplier of IT service management (ITSM) software announced that Aquila Heywood, the UK and Ireland’s largest pensions administration software provider, is using Sunrise ITSM. Sunrise ITSM allows Aquila Heywood to support its customers and help them ensure that millions of pounds of pensions are paid every month through an ITIL-aligned approach to service management. Continue reading Aquila Heywood adopts an ITIL-driven approach with Sunrise Software to meet changing customer needs
Monthly Archives: May 2018
Omni-Agents – Fact or Fiction
As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents… Continue reading Omni-Agents – Fact or Fiction
Medallia Extends Its Market Leadership with Launch of AI-Powered Next Generation Offering
Medallia announced multiple innovations to its award-winning platform, Medallia Experience Cloud™. During its flagship event, Experience ’18, the premier global customer experience conference, Medallia unveiled cutting-edge new capabilities and functionality, including the launch of Medallia Conversations and Medallia VoC Anywhere both powered by Medallia Athena, artificial intelligence for customer experience. Continue reading Medallia Extends Its Market Leadership with Launch of AI-Powered Next Generation Offering
Pega Partners with LinkedIn Sales and Marketing Solutions to Better Engage Potential Buyers
Pegasystems announced an agreement with LinkedIn Sales Navigator and LinkedIn Matched Audiences to integrate with Pega® Sales Automation and Pega® Marketing software. With access to LinkedIn capabilities within Pega applications, Pega clients now have a convenient and powerful way to connect with potential buyers, inform their sales and marketing strategies, and close more deals. Continue reading Pega Partners with LinkedIn Sales and Marketing Solutions to Better Engage Potential Buyers
Answer Accuracy of Virtual Customer Assistant Boosted by Acobot’s AI Innovation
Acobot LLC, the startup that invented self-learning AI capable of building conversational AI autonomously, released a new natural language understanding (NLU) technology that boosts the answer accuracy of it conversational AI for customer services. Continue reading Answer Accuracy of Virtual Customer Assistant Boosted by Acobot’s AI Innovation
Serenova Empowers the Contact Centre with Integrated Performance Management Solution
Serenova announced a new performance management, gamification, and agent engagement solution designed for the contact center. CxEngage Scoreboard, powered by Clearview, aggregates agent data from disparate systems to provide supervisors insight into contact centres operations while empowering agents with the tools they need for self-improvement. Continue reading Serenova Empowers the Contact Centre with Integrated Performance Management Solution