Noble Systems, a global leader in omnichannel contact centre technology solutions, is helping companies maintain business continuity during the COVID-19 crisis by transitioning their contact centres to remote and work-from-home environments. Continue reading Noble Systems Offers Help for Contact Centres with a Quick Transition to Work-from-Home and Employee Engagement Tools
Daily Archives: April 14, 2020
With Contact Centres Facing a Surge in Callers, Nuance Introduces AI that Eliminates Putting Customers On Hold
Nuance® announced a solution that uses AI to eliminate putting customers on hold. Instead of having customers wait on hold, or offer to wait for a call back, enterprises adding Nuance Voice-to-Agent Messaging to their contact centre phone/IVR system can let their customers leave a voice message of any length to explain their issue and requests. Continue reading With Contact Centres Facing a Surge in Callers, Nuance Introduces AI that Eliminates Putting Customers On Hold
HGS Digital Announces Business Continuity Solutions
Hinduja Global Solutions (HGS) announced a full suite of business continuity solutions designed to help clients and their employees manage contact centres during the COVID-19 crisis, which has caused reduced staffing levels due to government mandated guidelines. Continue reading HGS Digital Announces Business Continuity Solutions
New Bright Pattern AI Survey Finds 78% of Companies Have or Plan to Deploy AI in Their Call Centre
Adoption of artificial intelligence continues to increase in U.S. contact centres. According to Canam Research, 78% of contact centres in the U.S. report plans to deploy artificial intelligence in their contact centre in the next 3 years, with an overwhelming number (97%) of survey respondents planning to use artificial intelligence to support agents as opposed to 7% who plan to use AI to replace some or all of their current call centre staff. Continue reading New Bright Pattern AI Survey Finds 78% of Companies Have or Plan to Deploy AI in Their Call Centre
Astute Publishes Original Research That Finds How Consumers Want to Speak with Brands is Changing
How we as humans communicate is changing, so it makes sense that the way we interact with brands is changing, too. Astute surveyed a broad swath of American consumers to better understand how people want to communicate with brands. Continue reading Astute Publishes Original Research That Finds How Consumers Want to Speak with Brands is Changing
[24]7.ai Named a Leader in Digital-First Customer Service 2020 Evaluation by Independent Research Firm
[24]7.ai, a global leader in intent-driven customer engagement solutions, announced that it has been recognized as a leader in The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020. [24]7.ai received a differentiated rating in five of ten criteria, including agent experience, customer experience, routing and queuing, chatbots, and roadmap. Continue reading [24]7.ai Named a Leader in Digital-First Customer Service 2020 Evaluation by Independent Research Firm