All posts by Sam Heggie-Collins

Modernizing the Customer Experience

Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver dynamically scalable, flexible and reliable voice technologies, announces the availability of Blueworx CX as part of a partnership with Aspect Software. Aspect is an award-winning cloud provider of fully integrated consumer engagement, workforce optimization and self-service solutions. Continue reading Modernizing the Customer Experience

Five9 Spring Release 2018: Practical AI for the Contact Centre and Portfolio Wide Enhancements

“Good morning, Sophia! I see you are contacting us about an overcharge. Given you are a valued customer, I will credit the charge for this month’s bill. Is there anything else I can help you with?” Have you ever had this experience calling a company where they already know you, know exactly why you are calling, and resolves your issue in a minute? Continue reading Five9 Spring Release 2018: Practical AI for the Contact Centre and Portfolio Wide Enhancements

Proactive & Pre-emptive vs Reactive & Responsive

By Graham Ede – CEO – Yonder Digital Group In today’s customer experience arena, businesses cannot rely on a reactive service alone to beat competitors; superior customer service anticipates and pre-empts rather than waiting for the customer to get in touch. However what does this actually entail? A proactive approach can come across as obtrusive if customers feel they are being inundated with communications so there needs to be a focus on providing useful information and intelligent advice, providing extra value to customers. Continue reading Proactive & Pre-emptive vs Reactive & Responsive

NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees

NICE took customer service to a new level of cognitive intelligence via the launch of NICE Employee Virtual Attendant or NEVA, the world’s first virtual attendant, designed with the employee in mind. Powered by NICE’s proven, market leading Desktop Automation technology, NEVA offers real-time process guidance when called for or automatically when an opportunity is identified. Continue reading NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees

8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications

8×8 announced the acquisition of MarianaIQ (MIQ), a high-growth Silicon Valley startup, as part of the strategic investments it has been making in AI and Machine Learning. MIQ brings deep learning capabilities to the newly announced X Series to transform both employee and customer experience. Continue reading 8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications