While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives on the topic. Continue reading Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think
Daily Archives: October 23, 2018
Advancing Amazon Connect Implementation Success in United Kingdom
VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand announced that it is expanding consulting services for Amazon Connect to the United Kingdom. Continue reading Advancing Amazon Connect Implementation Success in United Kingdom
Sykes Acquires Pure-Play & Best-of-Breed RPA Service Provider Symphony Ventures
Sykes Enterprises, Incorporated (“SYKES”), a leading provider of multichannel demand generation and global customer engagement services, announced it has entered into a definitive agreement to acquire Symphony Ventures Limited, or “Symphony”, the leading global pure-play and best-of-breed provider of RPA services. Continue reading Sykes Acquires Pure-Play & Best-of-Breed RPA Service Provider Symphony Ventures
IFS appoints former Sage MD Alan Laing as Managing Director of UK and Ireland
IFS, the global enterprise applications company announces it has hired Alan Laing as the Managing Director of UK and Ireland. Alan will be responsible for driving significant growth across the business for all of IFS’s products, services and channels. Continue reading IFS appoints former Sage MD Alan Laing as Managing Director of UK and Ireland
OpenText Enables Intelligent and Connected Customer Service in the Cloud
OpenText™, a global leader in Enterprise Information Management (EIM) announced the availability of OpenText Qfiniti for Amazon Connect, a self-service, cloud-based contact centre solution that enables any business to deliver better customer service at a lower cost. OpenText Qfiniti is available now on AWS Marketplace. Continue reading OpenText Enables Intelligent and Connected Customer Service in the Cloud
Pegasystems’ Robotic Process Automation Capabilities Recognized on Constellation Research’s Constellation ShortListTM
Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced that leading technology research and advisory firm Constellation Research has named Pega to the Constellation ShortList™ for Robotic Process Automation for Q3, 2018 (1). Pega was named among the top eight solutions evaluated for robotic process automation (RPA) software. Continue reading Pegasystems’ Robotic Process Automation Capabilities Recognized on Constellation Research’s Constellation ShortListTM
Oracle Helps Brands Eliminate Customer Blind Spots
Oracle announced Oracle CX Unity, a unique approach to managing customer data that enables organizations to deliver an experience that is timely, relevant, and consistent across known and unknown interactions. Existing approaches are built around the idea of a linear “customer journey” and simply focus on integrating sales, marketing, and customer service applications. Continue reading Oracle Helps Brands Eliminate Customer Blind Spots
WEBTEXT Brings Smart Messaging To ServiceNow CRM
WEBTEXT, a leading provider of enterprise messaging, announced that its ServiceNow CRM Messaging solution is now commercially available. WEBTEXT CRM Messaging enables ServiceNow customers to employ SMS, MMS, Facebook Messenger, Twitter plus other popular messaging channels to transform customer experience. Continue reading WEBTEXT Brings Smart Messaging To ServiceNow CRM
Aspect Software Announces Partner Relationship with Leading Telecom Master Agent Telarus
Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimization, and self-service omni-channel solutions announced Telarus as a global Master Agent channel partner. Continue reading Aspect Software Announces Partner Relationship with Leading Telecom Master Agent Telarus
Bright Pattern Simplifies Omnichannel Workforce Management with Loxysoft Integration
Bright Pattern, omnichannel contact centre vendor, partners with Loxysoft’s flagship WFM solution, ProScheduler. The solution helps midsize and enterprise businesses leverage their workforce investments to accurately schedule agents using sophisticated software in order to reduce staffing costs while improving ROI. Continue reading Bright Pattern Simplifies Omnichannel Workforce Management with Loxysoft Integration