Noble Workforce Management Meets the Growing Demand for WFM Solutions in a Changing Contact Centre Landscape

Noble Systems, a global leader in omnichannel contact centre technology solutions, is helping contact centres meet the challenges of managing their workforces in the new landscape of work from home environments. The demand for WFM is growing rapidly, especially as companies move to remote working. Continue reading Noble Workforce Management Meets the Growing Demand for WFM Solutions in a Changing Contact Centre Landscape

UK’s Leading Legal Services Business Slater and Gordon Transforms Client Services with 8×8

8×8, a leading integrated cloud communications platform provider, announced that Slater and Gordon, the UK’s leading consumer legal services business, has deployed the 8×8 Open Communications PlatformTM to transform its legal services and create an agile workplace as part of its ‘work anywhere’ strategy. Continue reading UK’s Leading Legal Services Business Slater and Gordon Transforms Client Services with 8×8

Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue

As passengers scoured Ethiopian Airlines’ website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact centre agents knew precisely how and when to intervene. Genesys® Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in more efficient, personalized interactions. Continue reading Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue

Teleperformance Named a Leader in Global Omnichannel Customer Services by Independent Research Firm Forrester

Teleperformance, a leading global group in digitally integrated business services, announced it has been recognized as a global leader in the latest Forrester report on global omnichannel customer services outsourcing which evaluates the top 10 most significant industry players. Continue reading Teleperformance Named a Leader in Global Omnichannel Customer Services by Independent Research Firm Forrester

Medallia and Visier Collaborate to Provide Leaders with Critical Employee Insights for Evidence-Based Decision Making

Medallia, the leader in experience management, announced a collaboration with Visier, the recognized leader in people analytics. The two companies will collaborate to provide HR and people leaders with a comprehensive view of the employee that brings together people data with employee experiences. Continue reading Medallia and Visier Collaborate to Provide Leaders with Critical Employee Insights for Evidence-Based Decision Making

Blue Prism Keeps goto.energy on Track for High-Speed Growth

New energy market entrant, goto.energy, has grown its customer base by over 200 percent in just 12 months with the support of Blue Prism’s cloud-based, intelligent digital workforce. The use of this digital workforce, alongside a core contact team, has enabled goto.energy to maximize operational efficiencies while delivering fast and consistently high-quality customer service. Continue reading Blue Prism Keeps goto.energy on Track for High-Speed Growth