New Pega Voice AI and Messaging AI Solutions Give Service Agents an Intelligent Copilot for Better, Faster Service

Pegasystems, the software company that crushes business complexity,  announced Pega Voice AI and Messaging AI, two new solutions that analyse live customer service conversations in real time to help agents quickly resolve service requests with reduced manual effort. Continue reading New Pega Voice AI and Messaging AI Solutions Give Service Agents an Intelligent Copilot for Better, Faster Service

Content Guru Adds Instagram to its List of Integration Capabilities

Content Guru, has announced further enhancements to its storm® platform’s social media coverage. The latest upgrades bring Instagram integration to the market-leading storm contact centre solution for the first time, alongside the introduction of significant new features for storm’s popular Facebook plug-in. Continue reading Content Guru Adds Instagram to its List of Integration Capabilities

Half of Service Agents Admit to Botching Customer Service Calls, Research Finds

More than half of customer service agents say they botch how they record customer requests during service calls — with nearly 40% admitting they regularly fail to understand their customers’ needs because they get distracted — according to new research by Pegasystems. Continue reading Half of Service Agents Admit to Botching Customer Service Calls, Research Finds

Calabrio ONE Recognised as a Leader in G2 Contact Centre Workforce Report

Calabrio, the customer experience intelligence company, announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2, the world’s largest tech solutions review site. Continue reading Calabrio ONE Recognised as a Leader in G2 Contact Centre Workforce Report

New Study Shows Nearly 80 Percent of Companies Will Implement Conversational Customer Engagement to Improve Customer Experience

Nearly 80% of companies have or will implement conversational customer engagement — the practice of communicating interactively with customers from one digital channel to another while retaining context — to improve customer experience, according to new research from IDC commissioned by Sinch. Continue reading New Study Shows Nearly 80 Percent of Companies Will Implement Conversational Customer Engagement to Improve Customer Experience

Smart Communications and OneSpan Partner to Expand Value of Customer Conversations with Electronic Signature Integration

Smart Communications™, a leading technology company focused on helping businesses engage in more meaningful customer conversations, and OneSpan Inc., a global leader in digital identity verification and e-signatures, announced a partnership that integrates OneSpan’s e-signature product, OneSpan Sign, into the Smart Communications platform to extend the value of the total customer experience. Continue reading Smart Communications and OneSpan Partner to Expand Value of Customer Conversations with Electronic Signature Integration