NICE Revolutionizes IVR Optimization with Advanced Artificial Intelligence

NICE announced NICE Interactive Voice Response Optimization (IVRO) version 8.0 comprising Artificial Intelligence (AI) driven analytics to boost customer experiences across IVR journeys. NICE IVRO 8.0 is designed to streamline menus and facilitate self-service so customers can easily get the answers they need, while enabling organizations to benefit from savings as a result of lower deflection to contact centres. Continue reading NICE Revolutionizes IVR Optimization with Advanced Artificial Intelligence

Cloud-based workforce management software will be key to future business success, says Aspect Software

With businesses around the world under increasing pressure to maximise workplace productivity, reduce expenditure and improve their bottom line, the need to enhance efficiencies across all staff and departments is crucial. However, for staff to excel in their roles and work together effectively they need access to the right tools. Continue reading Cloud-based workforce management software will be key to future business success, says Aspect Software

8×8 Launches PartnerXchange Platform to Drive Channel Onboarding, Enablement and Customer Sales

8×8 has launched 8×8 PartnerXchange, a new online portal that enables channel partners to effectively and efficiently manage their 8×8-related business and drive sales of 8×8 solutions. PartnerXchange is a single platform that makes it easier for partners to do business with 8×8 globally. Continue reading 8×8 Launches PartnerXchange Platform to Drive Channel Onboarding, Enablement and Customer Sales

Survey Shows Disjointed Communications Technologies Fail Customers

RingCentral released a new report, Overcoming the Digital Disconnect: How Disjointed Communications Technologies Are Letting Customers Down — and How to Solve It . Based on a global survey of 2,000 customer-facing employees by CITE Research, the report reveals a direct connection between employee and customer engagement. Continue reading Survey Shows Disjointed Communications Technologies Fail Customers

Virgin Mobile México Chooses HelpSocial To Provide Digital Engagement Solution For Customer Service Agents and Bots

HelpSocial, the #1 platform for integrating and automating digital in the contact centre, has been chosen by Virgin Mobile México to provide a combined digital customer engagement solution that brings social media and messaging conversations into Virgin Mobile México’s contact centre platform, and leverages artificial intelligence to give Virgin Mobile México customers an ability to receive fast help from bots and human service agents. Continue reading Virgin Mobile México Chooses HelpSocial To Provide Digital Engagement Solution For Customer Service Agents and Bots

Windstream Holdings, Inc. Files for Voluntary Reorganization Under Chapter 11 of the U.S. Bankruptcy Code Following Judge Furman’s Decision

Windstream Holdings, Inc. announced that the Company and all of its subsidiaries have filed voluntary petitions for reorganization under Chapter 11 of the U.S. Bankruptcy Code in the U.S. Bankruptcy Court for the Southern District of New York (the “Court”). Continue reading Windstream Holdings, Inc. Files for Voluntary Reorganization Under Chapter 11 of the U.S. Bankruptcy Code Following Judge Furman’s Decision

DVSAnalytics Delivers RingCentral Integration

DVSAnalytics, a leading provider of employee engagement and analytics software for contact centres announced a new integration for Encore® – an intelligent, fully integrated workforce optimization and management suite – with RingCentral’s Unified Communications as a Service (UCaaS). RingCentral is a worldwide leader of cloud communications. Continue reading DVSAnalytics Delivers RingCentral Integration