Marks & Spencer Calls on Twilio to Transform its Communications with Customers

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

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

4C acquires 3C Consult to expand its Salesforce service capabilities in Scandinavia

EMEA’s largest independent Salesforce consultancy 4C has acquired Danish Salesforce specialist 3C Consult, as it continues to grow its customer base and strengthen its ability to provide Salesforce services and develop customer centric companies across Northern Europe. Continue reading 4C acquires 3C Consult to expand its Salesforce service capabilities in Scandinavia

Masergy announces interoperability of global UCaaS with Cisco IP endpoints

Masergy, a leading provider of hybrid networking, managed security and cloud communications solutions, announced the expansion of its global UCaaS offering to include collaboration endpoints from Cisco’s 8800 and 6800 series. This news highlights Masergy’s continued commitment to accommodate a variety of IP phones that are certified with its feature-rich Global UCaaS and Cloud Contact Center solutions. Continue reading Masergy announces interoperability of global UCaaS with Cisco IP endpoints