PRESS RELEASE: Five9 announced that a nationally recognized financial services company has decreased abandonment rates from 7% to under 1% leveraging its Five9 Virtual Contact Center (VCC) to better automate and route inbound calls for an enhanced customer experience. Continue reading Five9 Virtual Contact Center Streamlines Resolution of Inbound Calls, Decreases Abandon Rate From 7% to Under 1%
All posts by Sam Heggie-Collins
Independent Research Firm Cites InMoment as a Leader in Customer Feedback Management Platforms, Q2 2017
InMoment, a pioneer in customer experience (CX) intelligence technology, was among the select companies that Forrester invited to participate in its April 10, 2017 evaluation, “The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017.” In this evaluation, InMoment was cited as a Leader. Continue reading Independent Research Firm Cites InMoment as a Leader in Customer Feedback Management Platforms, Q2 2017
The rise of the multi-skilled agent
Thomas Rødseth at Puzzel (formerly Intelecom), advocates taking a cloud-based approach to empowering next generation contact centre agents… Continue reading The rise of the multi-skilled agent
Renault expands customer service partnership with Arvato
PRESS RELEASE: Business process outsourcing provider Arvato has expanded its award-winning partnership with Renault UK, securing a new three-year contract to deliver the manufacturer’s back-office customer service in the UK and Ireland. Continue reading Renault expands customer service partnership with Arvato
Webhelp Acquires Leading Voice and Speech Technology Company Telecats
Webhelp Netherlands, a leading player in the transformation of customer experiences, is pleased to announce the acquisition of Telecats, a company specialised in the deployment of voice and speech technology. Customer experiences and business processes are changing rapidly due to the increasing use of technology. Continue reading Webhelp Acquires Leading Voice and Speech Technology Company Telecats
Pegasystems Launches Pega Intelligent Virtual Assistant – Evolving Bots from Simple Chats to Dynamic Engagements
Pegasystems launched Pega® Intelligent Virtual Assistant, an artificial intelligence (AI) powered bot that easily turns applications into smart assistants on any channel – from SMS and email to Facebook, Alexa, Slack, and more. Pega evolves bots from simple chat and data fetching novelties into sophisticated digital agents that anticipate people’s needs, make helpful suggestions, complete complex tasks, and provide exceptional experiences. Continue reading Pegasystems Launches Pega Intelligent Virtual Assistant – Evolving Bots from Simple Chats to Dynamic Engagements