VoiceBase, a provider of speech analytics for the cloud and a member of the Amazon Web Services (AWS) Partner Network (APN), announced an integration for Amazon Connect customers. The VoiceBase integration is designed to ingest call recordings from Amazon Connect, transcribe and analyze the content and publish the results on AWS. Continue reading Speech Analytics Provider VoiceBase Announces Amazon Connect Integration
Call centres: time to take those innovation opportunities
By Rafael Cortes, head of marketing, Foehn… In the past, communications technology was IT’s domain. Something used by the call centre team but understood, managed and acquired by the technology manager alone. When it came to office-based hardware, specialist voice networks, maintenance and management, control still rested with the IT department. Continue reading Call centres: time to take those innovation opportunities
Customer Service within the Retail Sector via AI-Powered Chat
Instead of searching through a website or mobile app on their own, today’s consumers prefer to engage in conversation with AI-powered chat, whether that be in the form of chatbots or virtual assistants or messenger apps. Continue reading Customer Service within the Retail Sector via AI-Powered Chat
NICE empowers Garanti Bank to improve customer service and build brand loyalty with its advanced analytics solution
NICE announced that Turkiye Garanti Bankası A.Ş., Turkey’s second largest private bank, is using NICE’s leading analytics solution to boost efficiency, improve customer satisfaction, and ensure greater regulatory adherence. In fact, the bank reduced complaints by almost 15 percent and increased customer satisfaction in the Collection Department within months of implementation. Continue reading NICE empowers Garanti Bank to improve customer service and build brand loyalty with its advanced analytics solution
PCI Pal achieves PCI DSS Service Provider Level 1 Certification for sixth consecutive year
PCI Pal, the specialist provider of secure payment solutions for global contact centres, has confirmed it has again achieved compliance with the Payment Card Industry Data Security Standard (PCI DSS) Level 1 Service Provider certification, which this year includes its Amazon Web Services (AWS) virtualised, globally accessible environment. Continue reading PCI Pal achieves PCI DSS Service Provider Level 1 Certification for sixth consecutive year
InMoment Supercharges Its Leading CX Platform with Yelp Knowledge, Fueling the Future of Feedback
In a time when superior customer experience (CX) has become the primary differentiation for local businesses, brands have struggled to tighten the loop from local customer feedback, to insights, to the kind of broad action that’s critical to improving customer experience. Not anymore. Continue reading InMoment Supercharges Its Leading CX Platform with Yelp Knowledge, Fueling the Future of Feedback