NICE announced that Metro Bank, a rapidly growing United Kingdom-based challenger bank, has selected NICE’s leading Workforce Management (WFM) solution to support its UK operations. In addition to increasing operational efficiency and agent productivity at the bank’s branches and contact centers, the NICE WFM solution will also help boost employee motivation with a smartphone application for mobile access to WFM scheduling features. Continue reading Metro Bank Engages Employees for Better Customer Service with NICE Workforce Management in the Cloud
PRESS RELEASE: eGain announced that Fiserv is using eGain Knowledge to achieve breakthrough improvements in customer satisfaction and contact center metrics. A global leader in financial services technology, Fiserv enables clients to achieve best-in-class results by driving quality and innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization. Continue reading Fiserv transforms customer service with eGain® Knowledge™
PRESS RELEASE: Hinduja Global Solutions Limited (HGS) announced it received Frost & Sullivan’s 2016 North American Contact Center Outsourcing New Product Innovation Award for DigiCX, a suite of customer experience (CX) services designed to transform traditional call center approaches by unifying customer engagement regardless of channel or device.
“The proliferation of channels and devices that digital-savvy consumers now have at their fingertips is creating an operational challenge for all contact centers,” said Michael DeSalles, Principal Analyst, Digital Transformation at Frost & Sullivan. “What DigiCX does is optimize the ideal blend of self-service, automation and agent-assistance that’s just right for the client’s business.”
DigiCX takes an innovative design-thinking approach to reimagine the traditional customer experience. DigiCX leads with dynamic self-service intelligently integrating people to help consumers “Get the Right Answer Fast” at every moment of truth using analytics, automation and artificial intelligence. It helps companies measure where their customers want to interact and then deploys the right mix of engagement solutions across voice, digital and mobile channels to provide a differentiating customer experience.
“Always being open, easy to do business with, helping customers complete transactions and quickly resolve issues over any device is the new consumer expectation,” said Chris Lord, SVP, Global Head DigiCX at HGS. “We’re honored to receive this award, which underscores our commitment to optimizing customer experience. By applying new design thinking we are moving past traditional call center approaches and incubating innovative ideas to help consumers get the right answer fast while meeting the corporate need for asset light and quick to deploy solutions that work with existing infrastructure and CRM investments.”
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluate companies’ new product attributes (match to needs; reliability; quality; positioning; and design) and customer impact (price/performance value; customer purchase, ownership and service experience; and brand equity) to determine best in class cases.
DeSalles further noted, “Frost & Sullivan believes with the launch of DigiCX, that HGS has articulated a clear unified customer experience strategy to the market. HGS has added another new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services.”
PRESS RELEASE: Toshiba America Information Systems, Inc., Telecommunication Systems Division announced Clarify Call Recording for Toshiba’s unified communications platforms IPedge®and Strata® CIX with IPedge App Server. Clarify is a powerful yet easy-to-use call recording solution that helps ensure call quality and compliance in any business, including contact centers or sales desks concerned with customer relations as well as financial, medical, emergency or other service companies that must comply with legal regulations. Continue reading Toshiba Transforms Customer Service With Clarify Call Recording
PRESS RELEASE: Salesforce announced that GoSquared has been recognized with the Nucleus Research 2016 Technology ROI Award, for transforming its customer service and achieving a 1,624% return on investment (ROI) in just three weeks using Salesforce Desk.com. GoSquared offers real-time user-level analytics for sites and applications, and by deploying Desk.com, the out-of-the-box helpdesk for small businesses, was able to increase customer service efficiency and employee productivity. Continue reading GoSquared Revolutionizes its Customer Service with Salesforce Desk.com
PRESS RELEASE: Avaya today announced Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization. Continue reading Avaya “Right-sizes” Contact Center Solutions for Midsize Businesses
BLOG: The most successful businesses have one thing in common – amazing customer service! NewVoiceMedia has compiled ten of the best service quotes that you may find useful and inspiring: Continue reading Top ten customer service quotes to inspire you
PRESS RELEASE: KANA Software, A Verint® Company, announced its KANA Enterprise customer service suite has been honored with a Gold Stevie® Award for “New Product and Service Category/Relationship Management Solution.” The award was presented to KANA on February 21 during a gala banquet at the Bellagio Hotel in Las Vegas. Continue reading KANA Software takes the Gold in 2014 Stevie Awards for Sales and Customer Service
PRESS RELEASE: Outsourced contact centre, Ventrica which provides niche, high quality customer contact services, has been selected by Purplebricks.com the world’s first 24/7 estate agent that combines the human face of the estate agency model with a unique, interactive digital approach. Continue reading Ventrica to provide outsourced customer service for world’s first 24/7 estate agent, Purplebricks
‘The loyal customer’ doesn’t mean what it used to; while they used to stay with a company through thick and thin, loyal customers today are simply the ones that return at all. The internet provides ‘near perfect’ information to consumers, giving the ideal platform to switch providers on a regular basis if necessary.