Splunk, first in delivering “aha” moments from machine data, is pleased to acknowledge that its customer Telstra is embracing the Splunk® platform to gain more insights into its business. Telstra uses various Splunk products to deliver operational information to support and strengthen its focus on customer experience. Continue reading Telstra Delivers Personalized Customer Experience With Splunk →

RingCentral announced that Porch, a data-driven home services company providing homeowners with personalized assistance and fulfillment of home projects, has selected RingCentral for its integrated cloud communications and contact centre solution. Moving away from legacy PBX and call centre systems, Porch has realized a dramatic increase in customer call satisfaction and significant cost savings within just two months. Continue reading Porch Enhances Customer Engagement with RingCentral’s Integrated Cloud Communications and Contact Centre Solution →

The market leader in home installation technology in the Netherlands, Feenstra N.V., has entered into a new deal with KPN and Content Guru to deliver an omni-channel storm® cloud contact centre solution. The storm deployment forms part of Feenstra’s strategy to deliver excellent customer experience across all channels and to improve efficiency within the organisation. Continue reading Feenstra Powers Up Customer Experience with storm® →

Globe Telecom, one of the major telecommunications services providers in the Philippines, has reduced account delinquencies by 40 percent year-on-year, since its deployment of FICO® Customer Communication Services (CCS) in 2016. By automating a portion of its collections efforts, the company has also managed to reduce the cost to collect by 15 percent and the time it takes to collect by three days. Continue reading Globe Telecom Cuts Delinquencies by 40 Percent Using FICO Solution for Analytically Driven Collections →

Melita Ltd. has selected the central knowledge database from the USU division unymira to help the company improve its services for all customer-related issues. Malta’s leading telecommunications company will soon be using the professional comprehensive solution Knowledge Center to provide efficient, cost-effective customer service over all communication channels. Continue reading Melita Ltd. turns to Knowledge Center for support in improving digital customer service →

Aspect Software announced multiple cloud workforce optimisation (WFO) contracts won in 2017 amounting to nearly 100,000 contact centre agent seats. The solutions will consolidate many disparate customer care organisations operating their own WFO systems, onto single Aspect platforms. Continue reading Cable Industry Switches to Aspect Software Cloud Solutions →