Twilio, the leading cloud communications platform announced that Marks & Spencer has selected Twilio to power its customer communications across 640 locations and 13 UK-based contact centre hubs. The project to automate Marks & Spencer’s legacy switchboard operation took less than six months from concept to launch and will allow Marks & Spencer to analyse customer intent in real time for more than 12 million customer interactions annually. Continue reading Marks & Spencer Calls on Twilio to Transform its Communications with Customers
Daily Archives: August 20, 2018
Thomas Cook to partner with Webhelp at Falkirk customer contact centre
Thomas Cook, one of the world’s leading holiday companies announces the transfer of its Falkirk contact centre to Webhelp Group, a global leader in customer experience. As part of the agreement, the 300 person operation will remain in its current premises. Continue reading Thomas Cook to partner with Webhelp at Falkirk customer contact centre
IFS-mplsystems Announce Enhancements to their Leading AI & Virtual Assistance Solution – intelligentResponse
At a time when customer service organisations struggle to integrate traditional channels like calls and email with digital self-service, IFS-mplsystems announces enhancements to their leading AI & virtual assistance solution – intelligentResponse. Continue reading IFS-mplsystems Announce Enhancements to their Leading AI & Virtual Assistance Solution – intelligentResponse
NICE AI self-service solution delivers improved efficiency and outstanding cost-savings for TechStyle
NICE inContact, a NICE business announced business results TechStyle Fashion Group achieved with the NICE inContact CXone AI Self-Service Solution, including integrated SmartActionOmni-bot™, that improves operational efficiency, enhances customer experience, and reduces operational costs. Continue reading NICE AI self-service solution delivers improved efficiency and outstanding cost-savings for TechStyle
Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says Aspect
As the second Payment Services Directive continues its rollout, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year. Despite the proximity of this new requirement, regulators have still not made clear what the most effective way to implement SCA is, in a way that does not compromise on customer convenience. Continue reading Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says Aspect
Resilient plc strengthens board by appointing Chris Drake as Chief Technology Officer
The Resilient board has demonstrated its commitment to moving to the next stage of expansion by appointing Chris Drake as Chief Technology Officer. Chris has worked with Resilient plc for the last 12 months implementing a technology strategy that will springboard Resilient to the global stage. Continue reading Resilient plc strengthens board by appointing Chris Drake as Chief Technology Officer