Endesa taps IBM Watson and IBM Cloud to deliver superior Customer Service through its AI Contact Centre

Working with IBM, Endesa, the largest Spanish energy power company, has transformed its call centre into an AI contact centre to help deliver quick and personalized customer service. Using IBM Watson Assistant, Endesa built a virtual assistant to enable clients to get immediate answers to their inquiries, and empowering call centre agents to focus on more complex requests and selling products and services. Continue reading Endesa taps IBM Watson and IBM Cloud to deliver superior Customer Service through its AI Contact Centre

Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds

Businesses are out of touch with their customers and overestimate the quality of the customer service they provide, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Research firm Savanta surveyed 12,500 global customers, businesses executives, and customer-facing employees for a one-of-a-kind, three-dimensional perspective on the state of customer service today. Continue reading Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds

Noetica Granted U.S. Patent for Live Person Detection in an Automated Calling System

Noetica – A British company, developing software products for the global contact centre market announced that it has been granted a U.S. Patent (US 10,277,740 B2) for Live Person Detection in an Automated Calling System. The Live Person Detection (LPD™) solution uses real-time artificial intelligence (AI) to guarantee a contact centre can accurately detect answering machines of all type while never making a single silent call. Continue reading Noetica Granted U.S. Patent for Live Person Detection in an Automated Calling System

Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs

It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Continue reading Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs

“Bring Your Own Bot”: Sparkcentral’s AI Virtual Agent Framework for Chatbots Blends the Best of Both Worlds

Sparkcentral announced the rollout of its Virtual Agent Framework, a solution complementing the Sparkcentral Messaging Customer Service Platform to create a complete digital customer care solution that lets companies bring together the optimum blend of live and virtual agents in the contact centre. Continue reading “Bring Your Own Bot”: Sparkcentral’s AI Virtual Agent Framework for Chatbots Blends the Best of Both Worlds

SYNNEX Corporation to Bring Workplace by Facebook to the IT Channel

SYNNEX Corporation, a leading business process services company announced it has signed the first U.S. distribution agreement to bring Workplace by Facebook to the IT Channel. Workplace combines next-generation technology and easy-to-use features to make business better by creating connect companies where people are closer, teamwork is faster and culture is stronger. Continue reading SYNNEX Corporation to Bring Workplace by Facebook to the IT Channel

InMoment Receives Strategic Growth Investment from Madison Dearborn Partners

InMoment announced that it has received a strategic growth investment from funds advised by Madison Dearborn Partners, LLC (“MDP”), a leading private equity firm based in Chicago. MDP has acquired a majority ownership position in InMoment from existing shareholders, with Peterson Partners, an independent investment firm that first invested in InMoment in 2013, retaining a minority ownership position in the company. Continue reading InMoment Receives Strategic Growth Investment from Madison Dearborn Partners

8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences

8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide announced an expansion of services for contact centre customers which provide hands-on administration and management to ensure 8×8 customers get the most value from their contact centre investment. Continue reading 8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences