Organizations With Cloud Contact Centre Technology Report 18 Percent Higher Customer Satisfaction

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

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

Active.Ai and Visa Partnering to Enable Conversational AI Solutions

Active.Ai announced that it is partnering with Visa to provide banks and credit unions with out-of-the-box conversational artificial intelligence (AI) solutions. Combining the power of Visa APIs with Active’s AI platform, Active.AI aims to power solutions, such as chatbots, to make conversational AI platforms easier for financial institutions to deploy and more intuitive for their customers to use. Continue reading Active.Ai and Visa Partnering to Enable Conversational AI Solutions