Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. A new study announced today, “Are You Listening? The Truth About What Customers Want in a Digital World,” found that human nature and the meaningful experiences that organisations create with customers drive digital behaviour and loyalty. Continue reading New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World
Monthly Archives: June 2018
LivePerson runs Cannes Lions Concierge on Apple Business Chat, the conversational commerce future
LivePerson, a leading provider of conversational commerce solutions, has launched the official Cannes Lions Concierge with Apple Business Chat running on LiveEngage. The concierge service gives festival attendees an ultra-simple way to get quick help on any question they have, from a team of people and bots, using Messages on iPhone and iPad. Continue reading LivePerson runs Cannes Lions Concierge on Apple Business Chat, the conversational commerce future
Call recording and GDPR: a UK legal perspective
While there is a growing need to record mobile calls, non-compliance of General Data Protection Regulation (‘GDPR’) could lead to substantial fines. Resilient plc is pleased to announce a new eBook to help guide organisations around the challenge. Continue reading Call recording and GDPR: a UK legal perspective
BMJ Overhauls Global Communications and Team Collaboration with RingCentral Cloud Solutions
RingCentral UK, a leading provider of enterprise cloud communications and collaboration solutions and a wholly owned subsidiary of RingCentral, Inc., has been selected by BMJ, one of the world’s leading medical knowledge providers, as its global communications platform of choice. With RingCentral, BMJ is empowering its growing global workforce across 10 countries to drive efficient customer communications and deeper team collaboration. Continue reading BMJ Overhauls Global Communications and Team Collaboration with RingCentral Cloud Solutions
Jacada Customer Assistant and Visual IVR Solutions Selected by Industry-Leading Mortgage Service Provider
Jacada, provider of Autonomous CX solutions designed to automate customer service operations, reduce contact centre size, and improve the customer experience announced that via one of its technology partners, it has signed a material deal to provide intelligent assistant solutions for an industry-leading US mortgage provider. Continue reading Jacada Customer Assistant and Visual IVR Solutions Selected by Industry-Leading Mortgage Service Provider
Calabrio Expands Omnichannel Data Capture and Analysis via New Integrations
Calabrio, a leading provider of customer engagement and analytics software released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite. Continue reading Calabrio Expands Omnichannel Data Capture and Analysis via New Integrations
TeamSupport Leverages IBM Watson Technology for Sentiment Analysis in B2B Customer Support
TeamSupport, the industry’s top business to business customer support software solution announced a ground-breaking addition to their suite of customer relationship tools. The implementation of sentiment analysis technology into their platform will further improve customer intelligence by leveraging world-class natural language processing. Continue reading TeamSupport Leverages IBM Watson Technology for Sentiment Analysis in B2B Customer Support
Business Leaders Call For New Ethical Standards Within AI
LivePerson, a leading provider of conversational commerce solutions, has brought together global leaders in business, tech and academia to launch an ambitious project to set new standards in AI. The initiative, named Equal AI, will encourage brands to assess their current ways of working and focus their efforts on eradicating gender bias in the engineering of AI. Continue reading Business Leaders Call For New Ethical Standards Within AI
IntelePeer Grows CPaaS Offering, Expands Service Availability Internationally
IntelePeer, a leading provider of cloud-based multi-channel business communications, announced it has expanded its service footprint beyond North America. The company will now offer its Communications Platform as a Service (CPaaS) in Latin America and Europe with availability in the Middle East and Asia Pacific regions next year. Continue reading IntelePeer Grows CPaaS Offering, Expands Service Availability Internationally
Leading Independent Research Firm Recognises CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announced that the company has been named a Leader in the report “Forrester New Wave: AI-Driven Speech Analytics Providers, Q2 2018” by Forrester Research, Inc. This new report was Forrester’s first ranking and assessment of the emerging AI-driven speech analytics market. Continue reading Leading Independent Research Firm Recognises CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality
ALE Holding acquires majority stake in Sipwise
Alcatel-Lucent Enterprise announces the acquisition of a majority stake in Sipwise GmbH, a privately held company based in Brunn am Gebirge, Austria. Sipwise provides core cloud communication solutions and infrastructure for telecom operators enabling them to deploy modern Unified Communication services based on open standards and an extensive API library. Continue reading ALE Holding acquires majority stake in Sipwise
Cisco chosen to help transform customer experience for Liberty Global
Cisco has announced that it is working with the world’s largest international TV and broadband company, Liberty Global, on a project that will transform its customer service experience across EMEA. Continue reading Cisco chosen to help transform customer experience for Liberty Global
Enghouse Interactive signs Node4 to Elite Partnership Programme
Enghouse Interactive has announced that it has signed Node4, a UK-based Cloud, Data Centre and Communications solutions provider, as a new member of its EMEA partner programme. As an authorised partner, Node4 will sell, market and deploy a range of Enghouse Interactive products, including the flagship Enghouse Interactive Communications Center (EICC) solution. Continue reading Enghouse Interactive signs Node4 to Elite Partnership Programme
Cobotics: the future of work is a blended mix of the human and the bot
Robotic Process Automation (RPA) is making waves with predictions ranging from the overkill that we are seeing the end of jobs as we know it, all the way through to businesses can expect a productivity revolution. Continue reading Cobotics: the future of work is a blended mix of the human and the bot
Up-skilling workers is as important as updating technologies, says Aspect Software
Anxieties over automation are reaching new heights, with new figures from the Organisation for Economic Cooperation and Development (OECD) showing that 46 per cent of jobs are likely to be “significantly affected” over the next 20 years. But organisations looking to digitally transform should not forget about the needs of their employees, as human engagement will always remain an instrumental part of business. Continue reading Up-skilling workers is as important as updating technologies, says Aspect Software