Jacada, a provider of Autonomous CX solutions designed to automate customer service operations, and improve the customer experience announced that it has received a material, multi-year expansion order for Jacada’s Intelligent Self-Service solutions from a leading mortgage company in the United States. Continue reading Leading Mortgage Company Leverages Jacada to Drive Customer Service Automation →

Noetica – A British company, developing software products for the global contact centre market, has revealed that over the last quarter it added eight new customers who have implemented their Synthesys™ productivity suite, SmartBound™ dialler solution and the cost effective Noetica Voice Platform (NVP™) telephony suite. Continue reading Eight Contact Centres in UK, US and South Africa Replace Enterprise PBX with the Noetica Voice Platform →

Japan Airlines (JAL) is working with Accenture on a new service that applies artificial intelligence (AI) to answer passenger requests at the airline’s check-in counters. Continue reading JAL Works with Accenture to Pilot Artificial Intelligence-Enhanced Airport Service →

Vonage, a global business cloud communications leader announced that national insurance software services provider Vertafore® has realised shorter hold times for its customers, additional means of communication and a better overall customer experience, since implementing the NewVoiceMedia (NVM) solution. The NVM solution is used by enterprises for their contact centre and inside sales needs. Continue reading Vertafore transcends customer support industry benchmarks with Vonage’s NewVoiceMedia contact centre solution →

Analytics leader SAS is helping Nationwide, the world’s largest building society, to analyse customer interactions more effectively so it can solve members’ problems earlier. A successful proof-of-concept (POC) was able to establish significant inefficiencies as more than half of all email enquiries could be resolved instead by guiding members towards digital channels. Continue reading Nationwide deploys SAS analytics to improve customer experience →

Bright Pattern, leading provider of omnichannel cloud contact centre software, selected by VIPdesk Connect, the leader in outsourced customer service for luxury brands. Continue reading Bright Pattern Contact Center Selected by VIPdesk Connect for Robust Feature Set and Omnichannel Capabilities →