NICE announced the results of a new research study which found that 91% of respondents believe increasing contact centre compliance software investment should be considered a priority in the next year. 83% of contact centre professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved. Continue reading New research reveals growing need for analytics and automation to overcome compliance challenges
Daily Archives: June 7, 2019
Soccer Aid 2019 – Confero’s call centre staff help Unicef to raise millions
Confero Call Centres are aiming to take up to £50,000 in telephone donations for Unicef’s Soccer Aid 2019. For the 7th time since Robbie Williams founded Soccer Aid in 2006, Confero Call Centres are proud to pledge their support to the Soccer Aid for the Unicef telethon, with staff members volunteering their time to take calls and process donations from the general public. Continue reading Soccer Aid 2019 – Confero’s call centre staff help Unicef to raise millions
NICE Unveils Quality Central Insight, Using the Power of Speech Analytics and Automation to Create the New Standard in Quality Management
NICE introduced NICE Quality Central Insight, its latest innovation to contact centre quality management. NICE Quality Central Insight leverages interaction analytics and replaces manual evaluations with automation to allow evaluation of 100% of interactions. Continue reading NICE Unveils Quality Central Insight, Using the Power of Speech Analytics and Automation to Create the New Standard in Quality Management
WEBTEXT Adds Voice Agent Messaging To Five9 Contact Center
WEBTEXT, a leading provider of enterprise messaging, today announced the availability of Voice Agent Messaging in a Five9 contact centre. This patent protected Webtext solution enables a contact centre voice agent to send secure SMS messages, including URL links, to cell phone callers during or after a call. Continue reading WEBTEXT Adds Voice Agent Messaging To Five9 Contact Center
Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry
Consumers want information instantly and chatbots have become the perfect partner for companies of any size to answer inquiries immediately. As a result, more and more brands have been adopting this technology, but how are they implementing it and what results are they seen? Continue reading Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry
Avaya Identified as a Leader in Aragon Research Globe™ for Intelligent Contact Center
Avaya announced it has been recognized as a Leader in The Aragon Research Globe for Intelligent Contact Center, 2019. Continue reading Avaya Identified as a Leader in Aragon Research Globe™ for Intelligent Contact Center