Applied Systems® announced that BHP Insurance has selected Applied CSR24®, the leading customer self-service software. Utilising their existing foundational management system, Applied Relay®, the broker will integrate the omnichannel customer service software, including a self-service portal and mobile app, to increase customer acquisition and retention. Continue reading BHP Insurance Selects Applied to Deliver an Omnichannel Customer Experience
Monthly Archives: September 2018
Genesys Ranked within Top Five Customer Experience and Relationship Management Providers, Worldwide, 2017, in Gartner Market Share Analysis
Genesys® is ranked within the top five vendors by revenue in the recent Gartner1 report: “Market Share Analysis: Customer Experience and Relationship Management Software, Worldwide, 2017.” Genesys believes the recognition validates the company as a top-tier Customer Experience and Relationship Management (CERM) player and highlights its position as the only pure-play customer experience company among the five highest-ranking vendors. Continue reading Genesys Ranked within Top Five Customer Experience and Relationship Management Providers, Worldwide, 2017, in Gartner Market Share Analysis
Everest Group Distinguishes Teleperformance as a Leader and Star Performer in the Contact Centre Outsourcing Assessment
Teleperformance, the worldwide leader in omnichannel customer experience management announced the company was recognized as a Leader and a Star Performer in the Everest Group Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2018. Teleperformance is the only service provider with substantial scale across all geographies and industry verticals and this marks the sixth consecutive year Teleperformance has been recognized as a global Leader by Everest Group. Continue reading Everest Group Distinguishes Teleperformance as a Leader and Star Performer in the Contact Centre Outsourcing Assessment
Nuance Unveils Prediction Service, Revolutionizing Hyper-Personalized Customer Experience
Nuance launched Nuance Prediction Service, enabling brands to predict inbound customers’ intents or next requests and proactively offer personalized, automated responses to quickly resolve any inquiry or concern without needing additional clarifying questions. Nuance Prediction Service lives within the Nuance Customer Engagement Platform, which allows organizations to have human-like interactions with customers across channels – including the IVR, web, SMS, outbound, third-party messaging applications and IoT devices. Continue reading Nuance Unveils Prediction Service, Revolutionizing Hyper-Personalized Customer Experience
Introducing Conversational AI in the Contact Centre
What happens when your contact centre is ready to stop talking about chatbots or conversational AI and wants to move something into action? Continue reading Introducing Conversational AI in the Contact Centre
NICE inContact Announces Alliance with General Dynamics Information Technology
NICE inContact, a NICE business, announced General Dynamics Information Technology (GDIT) has selected NICE inContact’s CXone cloud customer experience platform to replace on-premises technology for over 900 agents supporting large federal agency clients. CXone is the industry’s first and only Federal Risk and Authorization Management Program (FedRAMP) authorized cloud contact centre SaaS solution. Continue reading NICE inContact Announces Alliance with General Dynamics Information Technology