Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter. Continue reading Sprinklr and Twitter Deliver the 2021 Customer Care Report →

With tens of thousands of NHS staff currently off sick or self-isolating due to COVID-19, the race is on to vaccinate front-line employees and get them back to work so they can support patients through the winter months. Continue reading UHS NHS Foundation Trust supercharges return to work with low-code vaccination app →

Despite the current economic challenges, Europa Contact Centre is starting the new year with big ambitions and has pressed ahead with a planned investment to overhaul its IT infrastructure, partnering with industry leading suppliers to implement an integrated omni-channel response handling platform and customer CRM processing platform. Continue reading Customer service response firm defies economic challenges with substantial investment →

Hull City Council is partnering with Civica, a global leader in software for public services, to bring 100 new home-based call centre jobs to the city. The council has partnered with Civica since 2015 to deliver its revenues and benefits services at its Kingston Centre. Continue reading Hull City Council and Civica to bring 100 home-based jobs to city →

Capita plc is to deliver its 999eye live video-streaming and location-finding service to Surrey Fire and Rescue Service and West Sussex Fire and Rescue Service. Both services are mobilised from a single control room. Continue reading Capita delivers live video-streaming software to Surrey and West Sussex fire and rescue services →

Uniphore, an early leader in Conversational Service Automation (CSA), announced that it has entered into a multi-year, multi-million dollar strategic agreement with Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions to expand its global reach and drive IT innovation in the contact centre as the industry adapts to an increasingly digitalized and remote work friendly environment. Continue reading Uniphore and Tech Mahindra Partner to Drive Innovation in Customer Experience →