New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Continue reading UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion
Daily Archives: October 10, 2018
Ember and CallMiner automate quality management at VitalityHealth – a leading insurer
Customer engagement consultants Ember and award-winning speech analytics solutions provider CallMiner are working together to help leading health insurer VitalityHealth maintain its high standards of contact centre service. Continue reading Ember and CallMiner automate quality management at VitalityHealth – a leading insurer
CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact centre engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering. Continue reading CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback
transcosmos is Set to Release “Non-voice Contact Centre Package”
transcosmos inc. will launch “Non-voice Contact Center Package,” a customer service package targeting the so-called smartphone generation that prefers self-help (FAQ) and chat-based inquiry services that let them make inquiries at any time. The service is due to launch in late October 2018. Continue reading transcosmos is Set to Release “Non-voice Contact Centre Package”
Make Homer Simpson your friend in the cloud
Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres… Continue reading Make Homer Simpson your friend in the cloud
Infosys Finacle Launches Next Generation Digital Engagement Suite
Infosys Finacle, part of EdgeVerve Systems, a product subsidiary of Infosys, announced the launch of Finacle Digital Engagement Suite, an advanced omnichannel solution suite that helps banks onboard, sell, service and engage customers with tailored experiences. Continue reading Infosys Finacle Launches Next Generation Digital Engagement Suite
CLX Communications increases focus on customer engagement to capture new growth opportunities
CLX Communications AB, a global leader in customer engagement through mobile technology announced strategic changes to sharpen its focus and capture new growth opportunities. Continue reading CLX Communications increases focus on customer engagement to capture new growth opportunities
Helpshift Launches Partner Program
Helpshift, the company revolutionizing the customer service industry through its AI-powered conversational messaging platform announced the launch of the Helpshift Partner Program. The new program will deliver developer and go-to-market support for organizations that partner with Helpshift to grow their businesses, transform the customer experience, and deliver better conversations to their customers. Continue reading Helpshift Launches Partner Program
NICE Recognized as Global Market Share Leader for Speech Analytics for Seventh Year in a Row
NICE announced that it has been recognized by DMG Consulting LLC, a leading research and consulting firm, as the market share leader for speech analytics. In a new report, NICE was noted for holding the largest percentage of the total speech analytics market based on the number of contact centre seats, as it has for the past seven years. Continue reading NICE Recognized as Global Market Share Leader for Speech Analytics for Seventh Year in a Row