AT&T and Salesforce announced a multi-year strategic agreement to deliver entirely new connected experiences for AT&T’s millions of customers. AT&T will deploy Salesforce Customer 360 to create a single view of every customer across every touchpoint—whether it happens in person at a storefront, over the phone, in a business setting or on any AT&T digital property. Continue reading AT&T Selects Salesforce to Accelerate its Customer Experience Vision →

Capital City College Group, London’s largest further education college group, reacted swiftly to the Coronavirus emergency with the contact centre team – remotely providing vital services to its students across all communication channels and functions. Continue reading Capital City College Group responds to students during the Coronavirus emergency with help from Puzzel →

Nuance® announced that National Australia Bank (NAB), one of Australia’s major banks, is leveraging the world’s most advanced biometrics solution for authenticating customers and enabling fraud detection, Nuance Gatekeeper, to improve the customer experience and strengthen the bank’s security standards around customers’ authentication processes. Continue reading Nuance Voice Biometrics Quickly Identifies Customers and Strengthens Security for National Australia Bank →

NICE announced that its AI-powered analytics solutions have enabled Alfa-Bank to improve customer experience. Alfa-Bank, one of the largest private commercial banks in Russia, leverages NICE Nexidia Analytics and NICE Quality Central to automatically analyze interactions and identify call topics that resonated with customers or areas needing improvement. Continue reading Alfa-Bank Drives Improved Customer Experiences by Leveraging NICE Nexidia’s AI-Powered Analytics Solutions →

Medallia announced MSA Safety, Inc, the global leader in the development, manufacture and supply of safety products that protect people and facility infrastructures, has expanded its customer experience program with Medallia. Continue reading MSA Safety Leverages Medallia to Accelerate Digital Transformation of Customer Experience →

Vonage has announced that DocPlanner Group has chosen Vonage to power its telehealth service. With Vonage’s Video API, DocPlanner, the leading healthcare booking platform globally, will be able to offer doctors the best possible support throughout the COVID-19 pandemic. Continue reading DocPlanner Group Chooses Vonage to Power its Telehealth Service →