Vodafone New Zealand (NZ), one of the country’s leading digital services and connectivity companies, launches Vodafone Connect, a contact centre solution that runs on Amazon Web Services (AWS). The new cloud-based solution is designed to support organisations with customer contact and engagements, create personalised customer experiences, and reduce costs. Continue reading Vodafone NZ launches Vodafone Connect powered by AWS
Monthly Archives: July 2020
Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues
While companies have cut back on marketing budgets due to COVID-19, 73% of CMOs expect the pandemic’s negative impact to be short lived, with a positive outlook for business performance in the 18-24 months, according to Gartner’s CMO Spend Survey 2020. Continue reading Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues
Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic
Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. Continue reading Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic
Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition
Speechmatics, a UK leader in any-context speech recognition technology and Puzzel, leading European Contact Centre as a Service (CCaaS) provider, have partnered to transform customer experiences in contact centres through Puzzel’s Agent Assist technology. Continue reading Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition
It’s still good to talk: only 15% of consumers want no human interaction with brands
Despite a rise in online self-service, in industries ranging from insurance and travel to utilities, a survey, commissioned by intelligent call tracking software company ResponseTap, reveals that only 15% of people don’t think human interaction is important at all when they are making a purchase. Continue reading It’s still good to talk: only 15% of consumers want no human interaction with brands
NICE Named Market Share Leader in Contact Center Workforce Optimization by DMG Consulting
NICE announced that it has once again been named market share leader in contact centre workforce optimisation (WFO) by DMG Consulting LLC for 2019. NICE demonstrated a 37.3 percent share in contact centre WFO, reflecting 7.7 percent year-over-year growth. Continue reading NICE Named Market Share Leader in Contact Center Workforce Optimization by DMG Consulting