Bank of America (B of ABofA) announced enhancements to EricaAssist, its human assisted A IAI agent that supports employees during client conversations, delivering real time insights that help resolve client needs faster while keeping the employee at the centre of the experience. Continue reading Bank of America Enhances EricaAssist with Generative AI to Help Employees Resolve Client Needs Faster
Category Archives: Corporate News
BBVA Goes Beyond Satisfaction Surveys and Uses AI to Measure the Real Customer Experience
BBVA is forging ahead with the development of new AI-generated customer experience metrics that bring together information from multiple customer touchpoints, including phone conversations, complaints, and interactions through the website and mobile app, all in compliance with applicable data protection regulations. Continue reading BBVA Goes Beyond Satisfaction Surveys and Uses AI to Measure the Real Customer Experience
British Airways reopens Newcastle contact centre following £17 million investment
British Airways has opened its doors, and phonelines, to its refreshed Newcastle contact centre after a huge £17 million refurbishment, showing the airline’s long-term commitment to its presence the North East. Continue reading British Airways reopens Newcastle contact centre following £17 million investment
Broadridge Establishes Glasgow Hub to Strengthen Global BPO Delivery
Broadridge Financial Solutions, Inc., a global Fintech leader, announced the opening of a newly established Glasgow centre to provide technology-led business process outsourcing (BPO) services, further advancing the company’s international expansion strategy aligned to global client demand. Continue reading Broadridge Establishes Glasgow Hub to Strengthen Global BPO Delivery
Virgin Media O2 strengthens customer service with Institute of Customer Service training programme
Virgin Media O2 has collaborated with the Institute of Customer Service (ICS) to roll out a bespoke and officially recognised training programme for contact centre staff. Continue reading Virgin Media O2 strengthens customer service with Institute of Customer Service training programme
Crescendo arrives in Europe with $100M momentum to establish new AI-native CX category
Crescendo, the only AI-Native customer experience solution built to run CX as one unified system, announced its expansion into the UK and Europe. This marks the arrival of a new AI customer experience category in one of the world’s largest and most underserved markets. Continue reading Crescendo arrives in Europe with $100M momentum to establish new AI-native CX category