Telefónica Group has selected Nokia as its Service Operation Center vendor to support the operator’s journey in the UK from a traditional network-centric operation towards a customer-centric operation with full focus on the customer experience. Nokia’s evolved Service Operation Center (eSOC) platform will be implemented for Telefónica UK’s 32 million customers. Continue reading Nokia’s Service Operations Center powers Telefónica UK’s drive towards customer-centric operations →

Astute announced they have been selected by KIK Custom Products, one of North America’s largest manufacturers of private label consumer and industrial products, to implement consumer case management CRM, knowledge management, and consumer analytics. KIK’s Consumer Relations team will use the new system to bring a greater level of focus, efficiency, and insight to their interactions with consumers. Continue reading KIK Custom Products Selects Astute Software Suite for More Efficient & Insightful Consumer Care →

Ingenico Group, the global leader in seamless payment, launched its innovative payment-enabled chatbot, which uses natural language processing (NLP) from IBM Watson to create a smooth customer experience. Watson capabilities allow Ingenico’s chatbot to better understand users’ requests once they have been inputted, whatever they may be. Continue reading Ingenico Launches IBM Watson-enabled Chatbot to Enhance Customer Experience →

Natterbox, a leading provider of global voice cloud services announced that it is working with Virgin Wines, an online wine retailer and part of the Virgin family, to expand its personalised customer service offering and create a seamless journey for its clients. Continue reading Virgin Wines provides bespoke customer service with Natterbox telephony platform →

HL Bank (the ‘Bank’), the Singapore branch of Hong Leong Bank Berhad (‘HLB’), announced that it has implemented the Bank’s next-generation contact centre services through Amazon Connect, a self-service cloud-based contact centre solution that is powered by Amazon Web Services (AWS), making it the first Bank in Asia to transform its customer support with the leading innovative technology that has spurred the growth of Amazon. Continue reading HL Bank rolls out next-gen Contact Centre with Amazon Connect →

NICE announced Legal & General, a leader in the insurance industry, has selected NICE Robotic Process Automation (RPA) to bring robotic intelligence into their service delivery approach. The inclusion of intelligent virtual attendant robots into their organization equips their Customer Service Consultants with the tools to deliver an accurate, efficient and valuable customer experience. Continue reading Legal & General Uses NICE Virtual Attendant Robots to Build Workplace of the Future →