CASE STUDY: BGL’s customer contact centres are made up of 1,300 people across four sites in Peterborough, Sunderland, York and Wakefield. Together they deliver high-quality customer service expertise on behalf of BGL Group’s businesses, including Frontline (home to insurance brands Budget Insurance and Dial Direct), Beagle Street, the online life insurance company, and Junction, BGL Group’s partnerships business, working with blue chip partners. Continue reading BGL Group launches new on-boarding strategy across its contact centres, resulting in 98% employee engagement
Category Archives: Technology
Telefónica presents AURA, a pioneering way in the industry to interact with customers based on cognitive intelligence
PRESS RELEASE: Telefónica presented its fourth platform that, thanks to the application of cognitive capabilities, will be the basis for a new relationship model with costumers. AURA will enable users to manage their digital experiences with the company and control the data generated by using Telefónica’s products and services in a transparent and secure manner. Continue reading Telefónica presents AURA, a pioneering way in the industry to interact with customers based on cognitive intelligence
Interop Technologies Receives Two Additional U.S. Patents For Rich Communication Services Solution
PRESS RELEASE: Interop Technologies™, a specialist in advanced communication networks and managed IP services, today announced that the United States Patent and Trademark Office has granted Notices of Allowance for two additional U.S. patent applications[i] on its Rich Communication Services (RCS) technology. Continue reading Interop Technologies Receives Two Additional U.S. Patents For Rich Communication Services Solution
Avaya Expands Global Alliance with Salesforce Service Cloud
PRESS RELEASE: Avaya announced an expanded alliance with Salesforce Service Cloud to deliver solutions that more deeply integrate the contact center products of the two companies. The expanded alliance will focus on cloud-based solutions that enable seamless access, greater contextual awareness and rapid, knowledgeable service at all points along the customer journey — making it easier for businesses to meet the digital demands of today’s customers. Continue reading Avaya Expands Global Alliance with Salesforce Service Cloud
Accenture Helps Avianca Design and Launch a Travel-Experience Chatbot for Its 28 Million Customers
PRESS RELEASE: Accenture has helped Avianca Holdings SA, the national airline for Colombia, develop a chatbot to enhance the airline’s digital customer experience by providing travelers with a range of helpful travel-related services and real-time information. Continue reading Accenture Helps Avianca Design and Launch a Travel-Experience Chatbot for Its 28 Million Customers
Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality
PRESS RELEASE: Kustomer, the new leader in CRM for support teams announced a global partnership and integration with Talkdesk, a leading contact center software provider. Companies can now seamlessly utilize the powerful, award-winning cloud-based call-center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer platform. Continue reading Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality