Tag Archives: Microsoft

Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

Over a third of Irish organisations with customer contact centres view Artificial Intelligence (AI) as a high priority for Customer Relationship Management (CRM). However, only 14% currently use AI solutions, and only 33% of organisations plan to implement AI in the immediate future for customer service management, according to new research from Microsoft Ireland and Codec. Continue reading Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

United Technologies chooses Microsoft Cloud to enhance customer experience and accelerate digital transformation

Microsoft Corp. and United Technologies Corp. (UTC) announced a strategic agreement that will create a differentiated customer and employee experience using intelligent technology innovation. Continue reading United Technologies chooses Microsoft Cloud to enhance customer experience and accelerate digital transformation

TeleWare deepens Microsoft relationship with developer status through Trusted Application API

TeleWare, a leader in communication technology, today announces that it has been accepted onto Microsoft’s Technology Adoption Program (TAP) for Trusted Application API’s. This gives TeleWare the ability to integrate its products with Office365 – in particular, Skype for Business voice recording. Continue reading TeleWare deepens Microsoft relationship with developer status through Trusted Application API

B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones

PRESS RELEASE: B2X, the leading technology-enabled provider of customer care services for mobile and consumer electronics, announced that it has been engaged by Microsoft as a global customer service partner for Lumia and Feature Phones manufactured by Microsoft. B2X serves as Microsoft’s primary aftersales partner and provides customer support and device repair services for the Lumia and feature phones, starting in October. Continue reading B2X to Manage Global Customer Care for Microsoft Lumia Smartphones and Microsoft Feature Phones

Enghouse Interactive Debuts New Attendant Console for Microsoft Skype for Business Cloud PBX

Enghouse Interactive unveiled a new Attendant Console for Microsoft Skype for Business, a new professional attendant and operator console solution native to Skype for Business Cloud PBX and accessible directly from Microsoft Office 365. Absent any need for on-premise equipment, the highly interactive and graphical interface brings a gamification approach to increasing attendant and operator productivity. Continue reading Enghouse Interactive Debuts New Attendant Console for Microsoft Skype for Business Cloud PBX

NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

PRESS RELEASE: NICE Systems announced the compatibility of its multi-channel recording​ platform with Microsoft’s latest unified communications platform Skype for Business. Enterprises will benefit from having a single platform to manage both internal and external communications, while also being fully equipped to capture all customer interactions for security, compliance and quality management purposes. Continue reading NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

Genesys and Microsoft Expand Relationship to Deliver World-Class Customer Experience

PRESS RELEASE: Genesys together with Microsoft in a keynote address at G-Force 2015 this week, announced a deeper relationship to bring rich video support from Skype for Business to the Genesys Customer Experience Platform to further transform and personalise customer experience. Continue reading Genesys and Microsoft Expand Relationship to Deliver World-Class Customer Experience

[24]7 Becomes First to Offer Deep Neural Networks Technology in Enterprise IVR in Collaboration with Microsoft

[24]7 announces that it has become the first company to integrate Deep Neural Networks (DNN) technology into enterprise interactive voice response (IVR) using Microsoft’s DNN technology. The new release of the [24]7 Customer Engagement platform with speech recognition enhanced by DNN brings a sea-change in quality to enterprise IVR, with expected recognition accuracy of 95%, an increase as high as 25% as seen in client application tests for different languages. Such dramatic improvements will benefit all languages, not just English, and allow major companies to move more calls to self-service. Continue reading [24]7 Becomes First to Offer Deep Neural Networks Technology in Enterprise IVR in Collaboration with Microsoft

Adobe and Microsoft partner to transform customer engagement across sales, service and marketing

PRESS RELEASE: Adobe and Microsoft Corp. announced a strategic partnership that will redefine how enterprises manage their marketing, sales and service to better engage with customers across touch points. The partnership will include the integration of Adobe’s industry-leading Marketing Cloud Solutions with the best-in-class Microsoft Dynamics CRM solution and will allow brands to deliver experiences that take all customer engagements into account — from reach and acquisition to retention and loyalty. Continue reading Adobe and Microsoft partner to transform customer engagement across sales, service and marketing

Microsoft evolves its customer-centric solutions with new Parature release

PRESS RELEASE: Microsoft Corp. on Wednesday announced the Spring ’15 release for Parature from Microsoft, adding new capabilities that empower brands and organizations to deliver engaging customer self-service solutions across applications, channels and devices. This new release emphasizes productivity for customer service professionals by delivering insights “above the service queue” to help agents quickly understand, diagnose and resolve issues that customers may face. Continue reading Microsoft evolves its customer-centric solutions with new Parature release