LivePerson, a global leader in conversational solutions, has been named a Leader in the Forrester Research, Inc. April 2020 report, The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020. Continue reading LivePerson named a Leader in Digital-First Customer Service Solutions by independent research firm
Monthly Archives: April 2020
iQor Rapidly Scales Work-at-Home Solution with Over 50% of the Company’s Workforce to Deliver Uninterrupted Customer Interactions
iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced that it has successfully scaled its work-at-home solution with over 15,000 of its customer experience workforce transitioned to work remotely. Continue reading iQor Rapidly Scales Work-at-Home Solution with Over 50% of the Company’s Workforce to Deliver Uninterrupted Customer Interactions
Noble Systems Offers Help for Contact Centres with a Quick Transition to Work-from-Home and Employee Engagement Tools
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
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