PolyAI raises $40m to enable enterprise voice assistants to speak like people

PolyAI, the leading provider of enterprise voice assistants, has raised $40 million in a Series B funding round led by Georgian with participation from Twilio Ventures as well as existing investors (Khosla Ventures, Point72 Ventures, Amadeus Capital Partners), bringing its total funding to $70 million. Continue reading PolyAI raises $40m to enable enterprise voice assistants to speak like people

Greater Manchester Police welcomes a record number of call handler recruits to Force Contact Centre

Greater Manchester Police (GMP) has welcomed its largest ever intake of 54 new call handler recruits at Sedgley Park Training Centre. The new starters are set to undergo an intensive 7-week training course and once complete, they will join colleagues in the Force Contact Centre (FCC) who are the voice of GMP. Continue reading Greater Manchester Police welcomes a record number of call handler recruits to Force Contact Centre

Bright Pattern Mobile Empowers Any Employee in the Enterprise to Improve CX

Bright Pattern, a leading provider of cloud-based omnichannel contact centre software for innovative companies, announces Bright Pattern Mobile. Bright Pattern Mobile puts the power of an omnichannel contact centre in the hands of every contact centre agent and employee in the organization to allow anyone in the company to improve CX – from contact centre agents to subject matter experts. Continue reading Bright Pattern Mobile Empowers Any Employee in the Enterprise to Improve CX

Rising customer expectations makes “exceptional” the new service baseline

According to Zendesk’s CX Accelerator report, ‘exceptional’ is what businesses must strive for when it comes to meeting customer expectations. Yet organizations know they aren’t quite meeting these rising expectations, with Champions – those considered the highest standard-bearers – saying that unresolved queries are up 157% year over year. Continue reading Rising customer expectations makes “exceptional” the new service baseline

Allegiance, a Cigna Company, selects eGain for knowledge-powered digital engagement

eGain, the leading knowledge automation platform provider for customer engagement, announced that Allegiance Benefit Plan Management, a subsidiary of Cigna Corporation, has selected eGain to provide digital-first omnichannel customer service to business clients, associations, and government agencies. Continue reading Allegiance, a Cigna Company, selects eGain for knowledge-powered digital engagement

Miami International Airport Chatbot Uses Qualtrics to Reduce Traveler Inquiries By 50%

Qualtrics, the leader and creator of the experience management (XM) category, announced that Miami International Airport (MIA) chose Qualtrics Social Connect to develop an award-winning chatbot called “Mia” to assist with customer service inquiries and monitor social channels in order to anticipate travellers’ questions and needs before they even arrive at the airport. Continue reading Miami International Airport Chatbot Uses Qualtrics to Reduce Traveler Inquiries By 50%