Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years. Continue reading New Customer Service Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together
Category Archives: Technology
AltiGen’s Hosted Skype for Business Deployed at Capture Technologies and now Available to Its Customers
PRESS RELEASE: AltiGen Communications, a Silicon Valley based provider of Hosted Skype for Business and Contact Center solutions, announces that its Hosted Skype for Business solution has been successfully deployed by Capture Technologies, a technology solutions provider out of Oakland, California. In addition to internally deploying the AltiGen Hosted Skype for Business solution for their own operations, Capture Technologies is reselling the solution to their own client base as part of the AltiGen Partner Program. Continue reading AltiGen’s Hosted Skype for Business Deployed at Capture Technologies and now Available to Its Customers
800Comms starts offering the Cloud Communications Services in the UK, Powered by BroadSoft and OneCloud Networks
800Comms, partnering with OneCloud Networks, secures an on-premise and cloud communications solutions powered by Broadsoft for its UK Market. BroadSoft is one of the pioneers of Unified Communications as a Service (UCaaS) solutions. There is no race with the existing players, we are focused to supply UCaaS solutions to rapid growing needs of a converging IT and communications market over secure networks at an affordable price. All offerings are truly cloud-based, unified and bundled with collaborative tools tailor-made to the customer needs. Continue reading 800Comms starts offering the Cloud Communications Services in the UK, Powered by BroadSoft and OneCloud Networks
Aspect Software Announces New Features and Enhancements to Aspect Via™ with Release of Aspect Via™ 17
Aspect Software announced the release of Aspect Via™ 17, the latest version of Aspect’s complete Customer Engagement Center in the cloud. Aspect Via™ 17 features major enhancements to the award-winning solution across all capability areas. Continue reading Aspect Software Announces New Features and Enhancements to Aspect Via™ with Release of Aspect Via™ 17
TfL launches new social media ‘TravelBot’
PRESS RELEASE: Transport for London (TfL) has launched the next generation in customer service technology with its first ever ‘TravelBot’. The new social media tool, which is powered by artificial intelligence, can “chat” with customers using Messenger and instantly tell them when their bus is due to arrive, provide service updates and Tube maps. The TravelBot can also link direct to a customer service agent, making customer service queries easier than ever. Continue reading TfL launches new social media ‘TravelBot’
Five9 Partners with GENBAND to Deliver Advanced Real Time Communications Solutions to Contact Center Customers
PRESS RELEASE: GENBAND™, a leading provider of real time communications solutions announced a partnership with Five9, a leading provider of cloud software for the enterprise contact center market, to offer GENBAND’s award-winning Kandy Unified Communications (UC), WebRTC (Web Real Time Communications) and Wrapper (pre-developed applications) solutions to its contact center customers. Continue reading Five9 Partners with GENBAND to Deliver Advanced Real Time Communications Solutions to Contact Center Customers