There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Continue reading Most Customers Hate AI & Chatbots for This Reason…
Daily Archives: August 28, 2018
Freshworks Brings Context to Collaboration with Freshconnect
Freshworks, the global leader in customer engagement cloud software announced the launch of Freshconnect, a new contextual collaboration solution for support and sales teams. Immediately available to Freshdesk and Freshsales users, the new collaboration tool makes it easy for customer-facing and internal teams to work more efficiently with each other on customer issues and sales deals. Continue reading Freshworks Brings Context to Collaboration with Freshconnect
Alorica Announces European Expansion in Sofia, Bulgaria
Alorica, the world’s leading platform for all customer interactions announced its strategy to strengthen its position in Europe by adding a contact centre in Sofia, Bulgaria. The expansion is in response to the growing demand for business process outsourcing (BPO) services in Europe. Continue reading Alorica Announces European Expansion in Sofia, Bulgaria
CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience
CGS, a global provider of business applications, enterprise learning and outsourcing services announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 U.S. and U.K. individuals, ages ranging from 18 to over 65. The survey looked at consumer preferences for customer service engagements, specifically chatbot usage. Continue reading CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience
Sangoma Announces Transformative Acquisition of Digium
Sangoma Technologies, a trusted leader in delivering Unified Communications solutions for SMBs, Enterprises, OEMs, and Service Providers, both on-premises and in the cloud, has entered into a definitive agreement to acquire all of the outstanding shares of Digium, Inc. The deal is expected to close on or about August 31, 2018, subject to customary closing conditions. Continue reading Sangoma Announces Transformative Acquisition of Digium
NICE inContact CXone Summer 2018 Release Launches New Embedded Analytics and Omnichannel Social Capabilities for Better Customer and Agent Experiences
NICE inContact, a NICE business announced the Summer 2018 release of NICE inContact CXone, the world’s #1 cloud customer experience platform, with innovations that empower organizations to win in the experience economy and deliver exceptional agent and customer experiences. Continue reading NICE inContact CXone Summer 2018 Release Launches New Embedded Analytics and Omnichannel Social Capabilities for Better Customer and Agent Experiences