Daily Archives: January 28, 2019

Q&A

Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software

Martin Chester, Service Delivery Manager at Essex County Fire and Rescue Service describes how his team successfully implemented a self-service portal to reduce calls into the service desk by 10% and install a powerful new change management process, with the help of Cherwell Software… Continue reading Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software →

Market Research

Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research

As Google Duplex inches closer to becoming a reality, new research by Aspect Software has revealed that over half of consumers (52 per cent) would be comfortable communicating with a customer service robot that closely mimics human behaviour over the phone. While this indicates a growing acceptance of customer service technology that is increasingly human-like, there also remain a number of concerns about the impact this will have on the role of human agents. Continue reading Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research →

Technology

Diabolocom reports impressive results for 2018 and a positive outlook for 2019

Cloud based contact centre specialist, Diabolocom sees a positive start to 2019 after a successful 2018 included an increase in turnover of up to 20 % compared to 2017, reaping the rewards of its international investment. Now present in the United Kingdom, Germany and Spain with commercial teams and operational support in each of these countries, the company has placed itself as one of the major players in the European market offering 100% cloud contact centre solutions. Continue reading Diabolocom reports impressive results for 2018 and a positive outlook for 2019 →

Acquisitions & Mergers

Qlik Acquires CrunchBot and Crunch Data to Augment Conversational Analytics Capabilities

Qlik announced it has acquired the CrunchBot AI-powered analytics bot along with Crunch Data Inc.’s experienced team of AI and solution development professionals. Now users can interact with and understand their data using natural language through Qlik Sense and within leading collaboration tools such as Slack, Skype, Salesforce Chat and Microsoft Teams. Continue reading Qlik Acquires CrunchBot and Crunch Data to Augment Conversational Analytics Capabilities →