In the second blog of this new series, Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to deliver outstanding social customer service… Continue reading Making light work of digital channels – 7 tips for social customer service
Argenta Launches Human-powered Conversational Banking Experience in Partnership with Sparkcentral & Smooch
Argenta announced the launch of a conversational banking experience within its successful mobile banking app. Powered by messaging customer service platform Sparkcentral and omnichannel messaging specialists Smooch, the new feature allows Argenta customers to engage in a continuous conversation thread – much like they would using WhatsApp with their friends – with trained Argenta staff at any time. Continue reading Argenta Launches Human-powered Conversational Banking Experience in Partnership with Sparkcentral & Smooch
Global Enterprise Telecommunications Company Selects Bright Pattern for Latin America Contact Centre Operations
Bright Pattern announces that the go-to telecommunications provider in the Caribbean and Latin America has selected Bright Pattern Contact Center for its customer service operations. Continue reading Global Enterprise Telecommunications Company Selects Bright Pattern for Latin America Contact Centre Operations
Genesys Applauded by Frost & Sullivan for Consistently Leading the North American Hosted/Cloud Contact Centre Market
Based on its recent analysis of the North American hosted/cloud contact centre market, Frost & Sullivan recognizes Genesys with the 2018 North American Market Leadership Award. With cloud market share of 10.7 percent in 2017, and one of the broadest solution portfolios in the industry, Genesys is leading the market. Continue reading Genesys Applauded by Frost & Sullivan for Consistently Leading the North American Hosted/Cloud Contact Centre Market
General Motors deploys NICE Performance Management to improve employee collaboration and customer service
NICE announced that General Motors (GM) is implementing NICE Performance Management (NPM) version 7.0 to empower its contact centre workforce in meeting the company’s key business goals, including ensuring excellent customer satisfaction. Serving customers and dealers, GM’s contact centre operations account for over 30 million interactions in 70 lines of business across 65 contact centres. Continue reading General Motors deploys NICE Performance Management to improve employee collaboration and customer service
Monese partners with Unbabel to support banking without boundaries
Monese, the globally connected banking service for internationally mobile individuals, has announced a partnership with Unbabel to deliver multilingual customer service. Unbabel, the enterprise SaaS company that combines state-of-the-art Artificial Intelligence (AI) with the assurance of human translators to break down business communication barriers, will allow Monese customers to communicate with customer support teams in 28 languages. Continue reading Monese partners with Unbabel to support banking without boundaries