Noble Systems, a global leader in omnichannel contact centre technology solutions, announced that TMC (a global integrated media company) has awarded Noble® Conversations Analytics 2.0 a 2020 Communications Solutions Product of the Year Award. Continue reading Noble Conversations Analytics Insight 2.0 Named a 2020 Product of the Year
Daily Archives: July 16, 2020
Capgemini Research Institute: AI-enabled customer interactions more than double since 2018
Artificial Intelligence (AI) has gone mainstream when it comes to customer interactions, according to a new report from the Capgemini Research Institute. More than half of customers (54%) have daily AI-enabled interactions with organisations – a significant increase from the 21% reported in Capgemini’s 2018 research on the subject. Continue reading Capgemini Research Institute: AI-enabled customer interactions more than double since 2018
Clarabridge Introduces Intelligent Scoring, Interaction Analytics Features to Supercharge Decision Making
Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, announced a series of enhancements to its analytics and engagement platform. By enhancing an organization’s ability to analyze millions of interactions, Clarabridge surfaces the actionable insights needed to make decisions in the midst of unprecedented challenges. Continue reading Clarabridge Introduces Intelligent Scoring, Interaction Analytics Features to Supercharge Decision Making
RAC secures contract to become Isuzu Truck UK’s roadside assistance and contact centre partner
Isuzu Truck UK Ltd has selected the RAC as its new full roadside assistance partner and breakdown call centre provider. Continue reading RAC secures contract to become Isuzu Truck UK’s roadside assistance and contact centre partner
Zappix Partners With Firstsource to Provide Visual IVR Solutions
Zappix, the leading service provider for Visual-IVR and On-Demand Apps, has partnered with Firstsource Solutions, a global provider of customized Business Process Management (BPM) services, in its vision to transform customer care through self-service and automation. Continue reading Zappix Partners With Firstsource to Provide Visual IVR Solutions
Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness
During times of crisis, such as COVID-19, there are 10 digital and self-service tactics customer service and support leaders can implement to quickly lower operating costs, improve effectiveness and reduce contact volume and expenses, according to Gartner, Inc. Continue reading Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness