Genesys PureEngage now available on Oracle Cloud
Genesys PureEngage is now available to customers on Oracle Cloud Infrastructure, benefiting from integrations to Oracle Customer Experience (CX) CRM and Analytics, with joint customers able to gain a single view of customer information across marketing, sales and service, with rich computer telephony integration support. Discussing the announcement, Inderjeet Singh, executive vice president of Independent […]
FREE DOWNLOAD: Digital Consumer Interaction Report
The IMImobile Digital Consumer Interaction Report presents findings into the customer service experiences and expectations of 1,000 UK consumers. Get inside the mind of today’s digital consumer and discover why 68% of consumers prefer messaging based customer service to phone or email. Download the report to help you verify that how you communicate, deliver services and […]
Demystifying Speech Analytics and BI for contact centres
Effective change in your contact centre has to be based on hard evidence. That evidence lies buried within telephone conversations, emails and social media interactions. Join Ember Services for lunch and learn about the key things you need to think about before implementing a speech analytics solution across multiple channels. During the session we will cover: The role […]
Centrelink move to privatise call centre condemned
Australian Human Services Minister Alan Tudge has announced that Serco Citizen Services, a subsidiary of Serco, would be contracted to help operate Centrelink’s call centre. But the public sector union has condemned the move to privatise the call centre as it would give Serco access to vast amounts of personal information. In a bid to […]
WHITE PAPER: Are you a Customer Service Leader or Laggard?
Part 1: A leader’s perspective on the industry Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective. Part one of this research series with ContactBabel takes a deep-dive into […]
Claim your VIP place at the Call Centre & Customer Services Summit
The Call Centre & Customer Services Summit returns in 2018! This highly-focused two-day event will take place on 23rd & 24th April 2018 at the Radisson Blu Hotel, London Stansted. It will once again providing the leading platform for senior contact centre and customer care professionals to meet with trusted solution providers, learn from the sector’s preeminent thought-leaders […]
Survey sparks a row at Sunderland call centre
Results of a survey by the GMB, the union for call centre workers, has created unrest between the bosses at a Sunderland call centre and union officials. The survey, carried out by staff at Parseq call centre, Doxford Park, showed that 88% of the staff did not think it was a good place to work. […]
Ctrip announces new Edinburgh call centre
Ctrip, the Chinese owner of Scotland-based travel search site Skyscanner, has announced plans to open a new call centre in Edinburgh. The call centre will open separately from Skyscanner, creating up to 200 jobs over the next few years. Ctrip has confirmed that the new premises will provide online customer serve across multiple time zones […]
IN PICTURES: Looking back at the Call Centre & Customer Services Summit
Nearly 70 of the UK’s leading call centre and customer service professionals converged at the Hilton Deansgate in Manchester last week for the Call Centre & Customer Services Summit. The event comprised two days of one-to-one, pre-arranged meetings, networking and learning, cementing its place as the premier industry forum in the call centre and customer care calendar. In addition to […]
Microsoft launches Dynamics 365 AI Solutions for customer care
Microsoft has used its Ignite conference to unveil several products aimed at making Artificial Intelligence (AI) more accessible to organisations, developers and individuals. The company has been using its chatbot solution for its own customer care in the US since earlier this year, with the virtual agent handling 650,000 sessions per week. Now Microsoft is […]
