PRESS RELEASE: Firstsource Solutions, the customer experience expert, has been placed for the first time in the Challengers category in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide. This recognition comes as Firstsource posted strong results in the quarter ending December 2016, with YOY growth of 8.2% compared the same period the previous year. Continue reading Firstsource recognised as a Challenger in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide
All posts by Sam Heggie-Collins
UK retail customer experience failing to improve with nearly 50% of queries left unanswered
PRESS RELEASE: Despite 93% of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests. Companies were unable to answer 46% of customer queries received on email, the web, Twitter and Facebook, with only 7.5% responding on all four channels – and a mere 2.5% providing a consistent, accurate answer across all of them. Continue reading UK retail customer experience failing to improve with nearly 50% of queries left unanswered
Sundown AI Innovates on Avaya to Build Next Generation Artificial Intelligence
PRESS RELEASE: As part of its mission to provide next generation AI technology that enhances the customer experience, Sundown AI today announced it will be working with Avaya to enhance its communication software. Continue reading Sundown AI Innovates on Avaya to Build Next Generation Artificial Intelligence
Pegasystems Receives 2017 CUSTOMER Product of the Year Award
Pegasystems that leading technology media company TMC has named Pega® Customer Decision Hub a 2017 CUSTOMER Product of the Year Award winner. This is the third consecutive year Pega has been honored with this award for its customer engagement capabilities. Continue reading Pegasystems Receives 2017 CUSTOMER Product of the Year Award
Aspect Software becomes a member of the GSMA
Aspect Software has strengthened its commitment to its work in banking fraud prevention and mobile banking, by becoming a service provider member of the GSMA. Representing the interests of mobile network operators worldwide, the GSMA connects hundreds of stakeholders within the mobile ecosystem to contribute to shaping the future of mobile communications worldwide. Continue reading Aspect Software becomes a member of the GSMA
Yamaha Debuts the CS-700 Video Sound Collaboration System for Huddle Rooms
PRESS RELEASE: As businesses and organizations continue to use remote communications technology to bridge distances and share ideas, there has been a proliferation of huddle room and small meeting rooms. These new spaces demand technologies that are more convenient and enable a seamless collaboration experience so users can easily come together to exchange information, share ideas, and collaborate at any time. Continue reading Yamaha Debuts the CS-700 Video Sound Collaboration System for Huddle Rooms