Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic
Monthly Archives: October 2020
Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers
Inbenta Technologies, a global leader in Symbolic AI-based Customer Interactions applications (artificial intelligence (AI) and natural language processing (NLP) products) announced a new partnership with IntelePeer, a leading Communications Platform as a Service (CPaaS) provider. Continue reading Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers
New Unbabel Portal Unveiled to Manage Customer Service Language Operations
Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, launched the Unbabel Portal, an interface on top of the Unbabel Platform, which offers customers the most dynamic visualization and increased control over language operations. Continue reading New Unbabel Portal Unveiled to Manage Customer Service Language Operations
SAP and Qualtrics Introduce Qualtrics XM for Suppliers
SAP and Qualtrics announced Qualtrics XM for Suppliers, a new solution that empowers organizations to identify key areas of improvement across the source-to-pay process to help secure critical supply, increase cost savings, mitigate risk and improve business agility. Continue reading SAP and Qualtrics Introduce Qualtrics XM for Suppliers
IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres
IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced Atmosphere® CPaaS Connectors for contact centres. The new offering enables enterprises to add cloud-delivered CX applications such as omni-channel automation, artificial intelligence (AI), and analytics to their existing on-premises and hybrid contact centres. Continue reading IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres
Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe
Customer engagement company Airship detailed the amazing success three brand marketers have achieved using Airship Journeys to more quickly and easily improve the business impact of cross-channel customer journeys. The customer journeys these marketers have optimized have driven double- and even triple-digit percentage performance improvements over baselines established by control groups. Continue reading Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe
Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences
Dynamic Yield, the Experience Optimization Platform, and e-Spirit, maker of the industry-leading FirstSpirit DXP (digital experience platform) and hybrid headless CMS, announced an expansion of their strategic partnership that will allow brands greater access to the creation of personalized digital experiences at scale. Continue reading Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences