Avaya and NetNordic, a leading Nordic enterprise communications solutions and services provider and Avaya Diamond Partner, announced the launch of Helo.Cloud in Norway. Helo.Cloud delivers Avaya’s unified communications and contact centre solutions in the way that best meets end-user customers’ needs. Continue reading NetNordic to Accelerate Norwegian Cloud Adoption with Avaya →

CGI and Lufthansa Group, Germany’s largest airlines, have entered into a five-year strategic partnership for the delivery of infrastructure and digitalization services. As part of Lufthansa’s multi-provider strategy, CGI will manage the company’s traditional infrastructure functions, such as its data center operations and workplace/network services, as well as assist the company in implementing its digitalization strategy. Continue reading Lufthansa Group chooses CGI as strategic partner for infrastructure and digital transformation services →

Nuance announced Kotak Mahindra Bank has launched Keya, the first AI-powered virtual assistant in Indian banking. Leveraging Nuance’s Natural Language Understanding and Call Steering technologies, Keya is able to understand customers’ requests without needing legacy touchtone or menu options. Instead, the customer can speak their intent naturally and Keya can provide information and resolve queries through natural, human-like conversation in either English or Hindi. Continue reading Kotak Mahindra Bank Taps Nuance to Launch its AI-Powered Virtual Voice Assistant “Keya” →

An innovative new colleague has arrived at Allstate Insurance, one that can be in many places at the same time. Amelia, a market-leading artificial intelligence platform created by New York-based technology company IPsoft, now assists call centre staff to improve the overall customer experience. Continue reading Allstate Elevates Customer Service Through Artificial Intelligence →

Challenger energy company, extraenergy, has appointed Rant & Rave, the leader in real-time customer engagement technology, to transform its customer experience programme and maximise both the quantity and quality of customer feedback. Continue reading extraenergy chooses Rant & Rave to power customer engagement →

Rant & Rave announces it has been appointed by Manx Gas, Guernsey Gas and Jersey Gas, to enhance their customer experience programmes and enable them to maximise the quantity and quality of feedback from their 40,000 customers. As a result of the partnership, the gas companies become the first organisations to implement a Voice of the Customer programme across Guernsey, Jersey and the Isle of Man. Continue reading Manx Gas, Guernsey Gas and Jersey Gas partner with Rant & Rave to capture real-time feedback →