A commissioned study conducted by Forrester Consulting on behalf of Ada found that of more than 100 customer service decision makers in the US, Canada, and the UK, only 21% of those firms surveyed provide highly personalized automated customer service experiences. Continue reading 50% of Customer Service Departments Lack the Tools to Provide Automated Personalized Responses
Daily Archives: April 25, 2019
Regions Bank Taps IBM’s AI to Power Next Generation Customer Service
IBM announced that Regions Bank has selected the company’s artificial intelligence (AI) technology to help improve customer service and assist bankers in everyday work. Continue reading Regions Bank Taps IBM’s AI to Power Next Generation Customer Service
Bright Pattern Announces Partnership with Blueworx to Deliver a Seamless Approach to Omnichannel Self-Service in the Cloud
Bright Pattern, the leading provider of enterprise contact centre software announces a partnership with Blueworx, a provider of interactive voice and customer experience solutions. Bright Pattern Contact Center Software enables Blueworx to deliver the most innovative and effortless omnichannel solution to midsize and enterprise customers across all industries. Continue reading Bright Pattern Announces Partnership with Blueworx to Deliver a Seamless Approach to Omnichannel Self-Service in the Cloud
LogistiCare Provides Healthcare Access to Millions Across the U.S. With Avaya Communications
LogistiCare, an organization helping state governments and managed care organizations run transportation and integrated health care programs, has chosen Avaya IX contact centre (CC) and unified communications (UC) solutions as its platform for delivering enhanced customer and workforce experiences, providing over 24 million people better access to care in their communities. Continue reading LogistiCare Provides Healthcare Access to Millions Across the U.S. With Avaya Communications
Why Kaizen™ and contact centres are perfect partners
According to Colin Hay, eliminating waste is a bit like clearing out the loft, you see what matters and you feel a whole lot better for it! In the first of a new blog series, he shows how to re-energise the contact centre by applying the Japanese principles of Kaizen™. Here are five ways to ‘Target Zero Waste’ Continue reading Why Kaizen™ and contact centres are perfect partners