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 →

Avaya announced that Vectra S.A, one of Poland’s largest multimedia companies, has implemented Avaya’s customer engagement solutions to transform the customer experience for nearly one million subscribers. By deploying Avaya’s omnichannel contact center solution, Vectra can deliver a seamless and consistent experience to its subscribers, enhance service quality levels and optimize the efficiency levels of its team. Continue reading Vectra S.A. Transforms Customer Experience with Avaya →

Accenture and Oracle announced that they have teamed with West Midlands Police (WMP) to successfully deploy a suite of Oracle Cloud applications designed to increase efficiencies and processes across the force. The project is one of the first implementations of cloud technology by a public safety agency in the U.K. Continue reading Accenture & Oracle Take West Midlands Police on a Journey to Cloud for Enhanced Operations and Data Sharing →

Leading Philippine telco and digital services provider PLDT and its wireless subsidiary Smart Communications announced that they have entered into agreements to establish a strategic relationship with Amdocs, under which this leading global provider of software and services to communications and media companies will upgrade and manage business technology systems serving PLDT and Smart customers, with the integration of artificial intelligence, machine learning, and other advanced technologies. Continue reading PLDT, Smart ink seven-year US$300M deal with Amdocs →