8×8 announced that it has agreed with IWG plc (formerly Regus), the world’s largest provider of flexible workspaces, to expand the companies’ existing contract for cloud-based unified communications (UC) services to add 13 new countries and a broader range of service options for Regus customers. 8×8 currently provides UC services to Regus office centers in four countries, for use by on-site customers and employees, as well as remote workers in those regions. Continue reading 8×8 and Regus Expand Global Cloud Communications Partnership
All posts by Sam Heggie-Collins
International Insurance Provider Implementing Enterprise Workforce Optimization Software from Verint
PRESS RELEASE: Verint® announced that the operations hub of an international insurance organization is implementing Verint Enterprise Workforce Optimization™ (WFO) to provide service to several of its various global centers. The insurer selected Verint’s WFO solutions to help advance operational performance and workforce efficiency in order to execute work faster and more accurately, better meet customer expectations and reduce costs.* Continue reading International Insurance Provider Implementing Enterprise Workforce Optimization Software from Verint
Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams
PRESS RELEASE: Nokia unveiled new machine learning capabilities and expertise to help service providers strengthen the digital customer experience. Designed to help service providers improve business processes and deliver greater value to subscribers, Nokia’s new solutions include Nokia Autonomous Customer Care and Nokia Cognitive Analytics for Crowd Insight software, and the Nokia Analytics Office Services suite, each targeting high-growth segments of the software and services market. Continue reading Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams
Cisco Announces Intent to Acquire MindMeld
PRESS RELEASE: Cisco announced its intent to acquire MindMeld Inc., a privatelyheld artificial intelligence (AI) company based in San Francisco. MindMeld has pioneered the development of a unique AI platform that enables customers to build intelligent and human-like conversational interfaces for any application or device. Continue reading Cisco Announces Intent to Acquire MindMeld
Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds
PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds
75% of UK shoppers trust other customers over retail staff
PRESS RELEASE: Despite retailers’ best efforts to improve customer experience and engagement, research by conversational commerce platform iAdvize has found that the majority of UK consumers look to peers when making a purchasing decision, rather than the retailer or brand. Continue reading 75% of UK shoppers trust other customers over retail staff