Sitel, the BPO subsidiary of Sitel Group, one of the world’s largest customer experience companies, was honored with the Implementation Award by Speech Technology magazine for achieving significant business benefits from its deployment of the CallMiner Eureka speech analytics solution and MyEureka portal. Continue reading Sitel wins Implementation Award for CallMiner Technology
Monthly Archives: August 2018
Why have humans who sound like robots?
Emotional intelligence is a vital element to understanding customer needs, Colin Hay VP Sales at Puzzel, explains how contact centres that blend technology with the human touch will reap rewards in the digital age… Continue reading Why have humans who sound like robots?
Parseq sells contact centre division following successful turnaround
Kura has announced that it has acquired the contact centre division of Parseq and Stellar Europe Limited and in doing so has become the UK’s largest independent Outsourcer employing around 3,000 people and with sales of £75m. These deals follow quickly on the heels of the announcement of there Joint Venture based in Durban, South Africa. Continue reading Parseq sells contact centre division following successful turnaround
NICE Announces Closing of Mattersight Acquisition, Introducing a New Generation of Customer Analytics
NICE announced the completion of its acquisition of Mattersight Corporation. The finalization of this deal brings together the market’s leading behavioral analytics and cloud innovators, empowering organizations to provide exceptional customer experience through deep understanding of the customer persona. Continue reading NICE Announces Closing of Mattersight Acquisition, Introducing a New Generation of Customer Analytics
Avoiding AI Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence of the two in customer service and support environments. These projections have many contact centre leaders wondering what they should, and shouldn’t, be focused on when it comes to AI adoption in the coming years. What about AI is hype? And, where is it a sustainable, effective solution for improving the customer experience? Continue reading Avoiding AI Adoption Mistakes
Nisbets selects Sabio to support critical customer engagement technology
Customer experience solutions expert Sabio has won a major three-year contract from Bristol-based Nisbets, the UK’s largest supplier of catering equipment, to support and develop its customer contact technology infrastructure. Continue reading Nisbets selects Sabio to support critical customer engagement technology