Web chat high on UK financial services agenda
UK financial services companies expect to make massive investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres by analyst ContactBabel shows that financial services operations expect their use of web chat to grow from 24% today to 89% by […]
INDUSTRY SPOTLIGHT: Jabra Engage Series – Boost customer satisfaction with the world’s most powerful professional wireless headsets
Designed for people who talk and listen for a living and in a range of wearing styles that deliver all-day comfort, Jabra introduce the next generation of professional wireless headsets. Giving you more power for your conversations…
GUEST BLOG: Live Chat… All talk?
By Adexchange Some love it, some hate it, and it has our agents juggling multiple customers at once. Live chat divides conversation in more ways than one. But is a communication platform which also encourages customers to multi-task a good thing? Or is it just another channel we must incorporate, manage and coach our teams to […]
INDUSTRY SPOTLIGHT: Storacall Star Advanced Replay – A new search and replay module for the ST range of call recorders
Storacall Voice Systems has just launched the new Storacall-STAR advanced search and replay module, which can be supplied with new systems or added to existing Storacall-ST software applications, offering a completely new look and feel along with many new features. At the forefront of Storacall-STAR is increased security functionality such as HTTPS and SSL audio […]
FREE SOFTWARE: EvaluAgent launch free quality monitoring software
Currently managing your Quality Monitoring on spreadsheets? EvaluAgent has launched a free version of their cloud-based Quality Monitoring software that helps Contact Centres evaluate, coach and engage their front line. Packed with features and free for up to 50 agents, click below to learn more. https://info.evaluagent.com/free-quality-monitoring-software
GUEST BLOG: From reactive to predictive – The AI-driven service revolution
By Salesforce Imagine you run a busy Manchester hotel. Your elevators carry hundreds of guests up and down every day. Unexpectedly, a maintenance engineer turns up. The manufacturer’s AI sensed an abnormality in your equipment and triggered a case in their field service management software. They fix it before anything actually goes wrong. This is […]
INDUSTRY SPOTLIGHT: Storacall Advanced Replay
Storacall Advanced Replayis a new search and replay module for the ST range of call recording systems. Searching for calls has a new clever “number” search function which allows you to enter the phone number or numbers you are looking for to automatically search for both inbound and outbound calls which contain the numbers you […]
GUEST BLOG: Omni-channel – 3 ways to get there
By Synthetix The variety and choice of communication channels in recent years show no means of slowing down and keeping up with customers wanting to interact with you, over every conceivable medium is challenging, even to the biggest brands. To further complicate matters, each channel appears to need its own integration interface to be implemented […]
Thomas Cook adopts NICE Robotic Process Automation for customer experience
Thomas Cook has implemented the NICE Robotic Process Automation (RPA) solution for its UK operations, which it says has saved millions in operational costs over a 24-month period. The travel giant elected to adopt US-based NICE’s advanced process automation solution in order to meet the challenge of servicing both internal and external customers across various […]
GUEST BLOG: Ensuring the ROI of adding Artificial Intelligence
By IFS | mplsystems Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are […]