Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation

NICE announced that Swinton Group has transformed customer service and improved both customer and employee experiences by leveraging NICE’s Attended Automation solution. A UK-based insurance retailer with a network of branches across the country, Swinton Group redefined customer service workflows to ensure employees had the right data at the opportune time and next-step guidance at their fingertips with NICE’s Attended Automation solution. Continue reading Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation

Verint Introduces Digital Behavior Analytics

Verint® announced the addition of Digital Behavior Analytics to its Experience Cloud solution, creating a deep, insightful, and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps, and other actions so organizations can see and analyse how customers navigate digital properties, automate how they find and fix problems, and vastly improve bottom-line outcomes. Continue reading Verint Introduces Digital Behavior Analytics

Unbabel Launches COMET, Blazing New Trail for Ultra-Accurate Machine Translation

Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, announced the release of COMET (Crosslingual Optimized Metric for Evaluation of Translation), an open-source neural framework and metric for Machine Translation (MT) evaluation that has been validated as a top performing metric by the 2020 Fifth Conference on Machine Translation (WMT20). Continue reading Unbabel Launches COMET, Blazing New Trail for Ultra-Accurate Machine Translation

Confirmit Named A Leader in the Omdia Market Radar Report on Experience Management Platforms

Confirmit has been named a Leader in the Omdia Market Radar Report on AI-enabled Experience Management Platforms. The market radar report provides a comparative analysis of nine leading enterprise experience management platforms (EXMs), their evolution from enterprise feedback management systems into EXMs through advanced AI, and how to use them to improve the customer experience. Continue reading Confirmit Named A Leader in the Omdia Market Radar Report on Experience Management Platforms

PODS® Partners With Five9 to Take their Recognized Customer Care to the Cloud

Five9, a leading provider of the intelligent cloud contact centre, announced that PODS Enterprises, LLC, a pioneer and leader in the containerized moving and storage industry, providing both residential and commercial services in the U.S., Canada, Australia and the UK, has selected Five9 to power their global cloud contact centre. Continue reading PODS® Partners With Five9 to Take their Recognized Customer Care to the Cloud