NICE inContact, a NICE business, announced per the latest findings of its second annual global research study, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, that companies with all of their contact centre technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact centre technology. Continue reading Organizations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction
Daily Archives: September 25, 2019
Unbabel raises $60M Series C to become the world’s translation layer
Unbabel, the AI+human translation platform, today announced it has raised $60 million in Series C financing led by Point72 Ventures, along with e.ventures, Greycroft, and Indico Capital Partners, bringing its total funding to $91 million. Continue reading Unbabel raises $60M Series C to become the world’s translation layer
Gartner Says Only 9% of Customers Report Solving Their Issues Completely via Self-Service
Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. Many companies create more channels for customer service, but this creates complex customer resolution journeys, as customers switch frequently between channels. Continue reading Gartner Says Only 9% of Customers Report Solving Their Issues Completely via Self-Service
New Survey on Customer Service Automation Reveals 83% of Consumers are Willing to Make Messaging Their Primary Means of Contacting Customer Support
Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service. The study also zeroes in on opinions on the state of customer service during busy periods, like the holidays. Continue reading New Survey on Customer Service Automation Reveals 83% of Consumers are Willing to Make Messaging Their Primary Means of Contacting Customer Support
Veronica’s Insurance selects Vee24 to extend their Digital Transformation Vision with Live Customer Engagement Technology
Vee24 Inc. announced that Veronica’s Insurance has selected their leading AI-enabled Customer Engagement Platform to deliver expert insurance sales and service across 36 branch locations as well as their company website. Continue reading Veronica’s Insurance selects Vee24 to extend their Digital Transformation Vision with Live Customer Engagement Technology
Sprinklr Launches AI-Powered Smart Responses for Brand Engagement and Customer Care
Sprinklr, the world’s first Unified Front Office for Modern Channels, announced two new Sprinklr Intuition AI capabilities that automate a high volume of decisions and actions to help brands increase revenue, reduce costs, and manage risk: Smart Response Recommendations for customer care and Smart Response Compliance for brand engagement. Continue reading Sprinklr Launches AI-Powered Smart Responses for Brand Engagement and Customer Care