SAP announced enhancements to its Next-Generation Support concept. These include developments to AI-driven features such as incident solution matching and real-time support resources like the Schedule an Expert and Expert Chat services. Continue reading Next-Generation Support From SAP Leverages Machine Learning and AI to Improve Customer Experience
Afiniti Commended by Frost & Sullivan for its Vision of Using AI to Strategically Match Customers with Service Agents in Contact Centres
Based on its recent analysis of the global AI-powered customer routing solutions for the contact centre market, Frost & Sullivan recognizes Afiniti with the 2019 Global Visionary Innovation Leadership Award. Afiniti cultivates empathetic and personalised interactions by utilizing machine learning algorithms to identify subtle patterns of human behaviour and pair customers with contact agents in unique ways. Continue reading Afiniti Commended by Frost & Sullivan for its Vision of Using AI to Strategically Match Customers with Service Agents in Contact Centres
everis and Infobip Partner to Offer Omnichannel Customer Experience
everis, leader IT consultancy company, and Infobip, global cloud communications company for businesses, and a leader in omnichannel engagement, announced a partnership that will combine the power of Infobip’s global messaging infrastructure with everis’ expertise creating the customer experience between brands and their customers. Continue reading everis and Infobip Partner to Offer Omnichannel Customer Experience
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations. Continue reading Centralized or de-centralized WFM: 5 ways to strike the perfect balance
Limitless raises £5million in Series A funding
Limitless Technology, the London-based inventor and provider of a SaaS platform offering AI and crowd sourced customer service solutions, today announces it has successfully raised £5million in Series A funding. Continue reading Limitless raises £5million in Series A funding
79% of UK consumers will switch brand if trust breaks down
Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they’ll leave a supplier that they don’t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust. Continue reading 79% of UK consumers will switch brand if trust breaks down