The majority of sectors in the UK are falling well short of providing ‘excellent’ contactability to their customers and prospects, finds latest research, with airlines and delivery firms emerging as the worst culprits among a poor-performing group. These findings – conducted across a number of sectors including retail banks, hotels and supermarkets – are particularly astonishing in today’s connected world, where reputations are made and lost on internet reviews and competition across channels is increasingly fierce. Continue reading British businesses failing to provide customers with ways to get in touch at the risk of losing their custom
Five steps to GDPR compliance
The impending General Data Protection Regulation (GDPR) will affect every business process that handles personal data — and customer service is no exception. Business automation expert, Parker Software, has released a comprehensive white paper explaining how customer service departments can ensure they are compliant. Continue reading Five steps to GDPR compliance
Altitude Announces the Appointment of Natalia Bochan as Chief Marketing Officer
Altitude, a global provider of omnichannel solutions to deliver great customer experiences announced that Natalia Bochan has been appointed Chief Marketing Officer. Natalia Bochan’s mission is to develop Altitude’s market positioning in the customer experience market, put customer needs at the center of business initiatives, and execute marketing strategies to support product innovation and business growth. Continue reading Altitude Announces the Appointment of Natalia Bochan as Chief Marketing Officer
Nova Insurance opts for customer service in the cloud to prepare for digital future
West’s Unified Communication Services, a leading cloud contact centre provider, announces that specialist insurance broker Nova Insurance, has experienced improved productivity, enhanced customer satisfaction and increased sales since moving its customer service operations to West’s Cloud Contact Pro solution earlier this year. Continue reading Nova Insurance opts for customer service in the cloud to prepare for digital future
NICE Enhances Its Cognitive Robotic Automation with Advanced OCR Capabilities
NICE announced a new enhancement in its Robotic Process Automation (RPA) platform with the incorporation of the most advanced Optical Character Recognition (OCR) solution on the market. In an agreement with software vendor ABBYY, NICE has extended the cognitive automation capabilities of its Robotic Automation offering to include enhanced data extraction from scanned documents and images. Continue reading NICE Enhances Its Cognitive Robotic Automation with Advanced OCR Capabilities
FIT Platform Sets a New Standard for 911 Emergency Response
FIT Platform announces the launch of an innovative 911 emergency dispatch software poised to revolutionize the market for telephone triage. Developed by Infinity CCS, a leading call center software company, FIT Platform has reinvented emergency triage by taking robust call center workflow software and placing it at the heart of emergency triage. FIT’s flexible workflow engine is game changing, delivering critical efficiencies beyond the industry’s legacy off-the-shelf 911 dispatch systems. Continue reading FIT Platform Sets a New Standard for 911 Emergency Response