NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more, has appointed John Eng as Chief Marketing Officer. Continue reading NewVoiceMedia appoints John Eng as new Chief Marketing Officer
Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times
In response to The Times’ investigation that revealed Britain’s ‘Big Six’ energy companies are leaving customers on hold for “outrageous” lengths of time, a customer engagement expert from Aspect Software has urged utility companies to embrace new digital self-service tools that reduce inbound call volumes and hold times. Continue reading Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times
CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
CGI released a new report, “Today’s Financial Consumer: Open for Business,” covering the results of its 2017 Global Financial Consumer Survey. Now in its fourth year, the survey assesses and provides insights into how consumers view their primary financial service providers, along with what consumers want and expect from their providers in the future. This year’s survey includes the views of 2,250 respondents across 9 countries. Continue reading CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
Waddell & Reed Financial, Inc. Selects eGain for Omnichannel Customer Service
eGain, the leading provider of cloud-based customer engagement solutions announced that Waddell & Reed Financial, Inc. (NYSE: WDR) selected eGain Solve™ to provide omnichannel customer service. Continue reading Waddell & Reed Financial, Inc. Selects eGain for Omnichannel Customer Service
Puzzel expands into Finland with a new office in Helsinki
Puzzel (formerly Intelecom’s contact centre division) opens its first office in Finland and now covers the whole of the Nordic region with sales and support operations for its cloud-based contact centre solution. Continue reading Puzzel expands into Finland with a new office in Helsinki
NICE inContact CXone Further Expands SMS Functionality with Textel to Improve Customer Experience
NICE inContact, a NICE business announced that Textel is integrating its SMS application into NICE inContact CXoneTM, the world’s #1 cloud customer experience platform. Companies using CXone can further their SMS offering to address the growing need to more customer service channels. Continue reading NICE inContact CXone Further Expands SMS Functionality with Textel to Improve Customer Experience