Halfords Partners with 8×8 to Deliver Superior Customer Service

Leading British Retailer Selects 8x8 X Series to Streamline Operations and Intelligently Support More Than 4,000 Customer Service Agents and Employees 8x8, Inc., a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform, announced its partnership with Halfords, the leading British retailer of car parts, bicycles, e-bikes, and bike and vehicle services and accessories. Until now, Halfords had multiple legacy…

City of Barrie Automates Customer Service Operations with Verint Solutions and Expands Digital Services

Invests in Improving Self-Service and Contact Center Automation Solutions for Engaging Citizens, Reducing Costs and Offering More Interaction Opportunities across Channels Verint Systems Inc., The Customer Engagement Company, announced that the City of Barrie, Ontario, is partnering with Verint to simplify, modernize and automate its customer service operations for improved overall customer experience and employee satisfaction. Using Verint’s Engagement Management offerings for government and public sector,* Barrie aims…

3CLogic Named to Constellation ShortList for Cloud Customer Service and Contact Center Software in Q3 2019

The Report Marks the Company’s Fourth Consecutive Appearance on a Constellation ShortList Since 2018 3CLogic announced it was named to the Constellation ShortList for Cloud Customer Service and Contact Center Software in Q3 2019. The technology vendors and service providers included in the Constellation ShortList offer the key requirements for early adopters pursuing digital transformation initiatives. “This approach is validated both from the outcomes we see in our customers’ successes and our inclusion in the…

NICE Wins Two Consumidor Moderno Awards for Continued Customer Service Leadership Throughout Latin America

Top Scores in Customer Satisfaction, Continuity of Use and Recommendations by Third Party Indicators Drive Accolades NICE announced that it has received two Consumidor Moderno (Modern Consumer) awards. NICE Nexidia and NICE Real-Time Authentication each scored the highest average ratings from customers and users on three key indicators evaluated and were therefore presented with the awards. The indicators were customer satisfaction, continuity of use and recommendations by third parties. NICE Wins Two Consumidor Moderno…

Belgian Telecom Provider Speeds Delivery of Customer Services with Oracle

Proximus taps virtualized Oracle SBC Solution to boost deployment versatility, cut costs, and speed deployment Proximus, a leading international communications service provider, has chosen Oracle Communications virtualized Oracle Session Border Controller as a core network component to enable the delivery of its residential and enterprise communications cloud-based solutions for voice. As such, Proximus will be able to deploy its internet communications offerings faster, while decreasing operational expenses and increasing…

AnsweriQ Unveils New Single-Click Automation for Customer Service Teams

AnsweriQ’s Robo Assist Enables Freshly to Reduce Customer Service Response Times by 90% Utilizing Artificial Intelligence (AI) and Robotic Process Automation (RPA) AnsweriQ, a leading provider of intelligent automation for customer service, announced the availability of its product, Robo Assist, which enables single-click automation for agents – a new offering that uses AI and RPA to resolve cases. Single-click automation empowers the agent to automate mundane and repetitive scenarios like refund processing, account…

Gladly Named a 2019 Cool Vendor in CRM Customer Service and Support by Gartner

Gladly Helps Brands Build Empathetic Conversations By Putting the Customer at the Center of Every Interaction Gladly, a company that’s reinventing customer service for B2C brands, has been named a Cool Vendor in Gartner’s May 17, 2019 Cool Vendors in CRM Customer Service and Support report. At Gladly, we believe that we are helping brands communicate with their customers seamlessly across all channels, from voice to email and SMS, as well as chat and social messaging. Gladly is designed to look and feel like modern-day…

[24]7.ai Named A Leader in Conversational AI for Customer Service 2019 by Independent Research Firm

7 AIVA listed as differentiated in Omnichannel, agent augmentation, human and AI blending, vertical specialization, vision, and roadmap 7.ai, a global leader in intent-driven customer engagement solutions, announced that it has been recognized as a leader in The Forrester New Wave™: Conversational AI for Customer Service, Q2 2019. 7.ai received a differentiated rating in six out of ten criteria, including vision, human and AI blending, and vertical specialization. This industry report evaluated the 7 AIVA conversational…

UK Companies Face Boycotts for Slow Customer Service

Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That is according to 8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide, who recently commissioned a survey of 2,000 adults in the UK. “It’s clear that customers have little patience for slow service and, when frustrated, won’t hesitate to take their business elsewhere. ” This is a widespread issue – nearly two-thirds (64%) of people have…

TechSee Releases Results of Study on Visual Assistance’s Impact on Customer Service KPIs

Data collected from more than 220 call centers shows drastic cost reductions and enhanced customer experience TechSee, a global leader in Visual Customer Assistance powered by AI and augmented reality, released the results of an extensive data analysis it conducted to explore the impact of its technology on contact center and customer service KPIs. The report, which analyzed data from more than 70 clients, 220 contact centers and help desks and 30,000 agents, found that companies reduced truck rolls/technician dispatches…

Domo IoT Cloud Now Integrates with Zendesk Data Platform to Deliver Better Customer Service

As part of this partnership, Domo and Zendesk launched the Zendesk Customer Success for IoT App, an application built on top of the Domo IoT Cloud Leading Mobile Cloud-based Business Operating system provider, Domo, is taking the Connected Devices route to bridge Sales and Marketing processes. In an exciting development for Marketing and Sales Technology aficionados, Domo has announced a strategic partnership with MarTech giant, Zendesk. This partnership with Zendesk will help Domo customers to better manage their IoT…

Voicesense Wins Excellence in Customer Service’s Technology of the Year Award

Company's Voice-Based Predictive Analytics Technology Acknowledged for Enabling Call Centers to Accurately Forecast Behavioral Tendencies and Provide Personalized Customer Service  Voicesense, an innovative provider of voice-based predictive analytics solutions, announced that the company has won the Excellence in Customer Service Award in the category for the Technology of the Year. Voicesense has won this award for its voice-based predictive analytics technology that enables call centers to accurately forecast…

UJET Named a 2019 Cool Vendor in CRM Customer Service and Support by Gartner

UJET’s Cool Vendor Recognition Comes in 2019, a Time of Record Growth, Key Customer Wins, and New Product Innovation UJET, Inc., the company that is reimagining customer support with multichannel solutions that fully leverage smartphone technology and intelligent automation, has been named a Cool Vendor in Gartner’s 2019 Cool Vendors in CRM Customer Service and Support report. When identifying vendors for the CRM Customer Service and Support report, Gartner states, “Customer service and support leaders are looking for…

Kustomer Raises $40 Million in Series D Funding, Accelerates Growth of Enterprise Customer Service Platform

Round led by Tiger Global Management with participation by Battery Ventures Kustomer, the SaaS platform that is reimagining enterprise customer service, announced its $40 million Series D funding round led by Tiger Global Management, with participation from current investor Battery Ventures. This marks the company’s third round of financing in less than twelve months and brings the company’s total funding to $113.5 million, following its recent $35 million Series C raise in January of this year. Founded in 2015,…

Quantifying the Business Impact of Customer Service in Singapore

Customers regularly experience issues. In every industry a customer will inevitably contact customer service to voice a problem. “I’ve bought your product but it doesn’t do what it’s supposed to do.” “I ordered the item last week and still have not received it.” “I am unable to access my account.” “I keep getting transferred from one customer service rep to the next.” “Nobody is letting me know the status of my issue.” While customer service issues are common, it is how and when your company resolves these customer service…

Bright Pattern Selected by Ocular Technologies to Provide Innovative Customer Service Offering

Bright Pattern, Leading Provider of Omnichannel Cloud Contact Center Software for Innovative Companies, Selected by Ocular Technologies, Customer Experience Leader in South Africa Bright Pattern announced its partnership with Ocular Technologies, the first 100% cloud-based customer engagement provider in South Africa. Bright Pattern Contact Center software will help Ocular Technologies provide the most innovative technology to top South African brands across all industries. Ocular Technologies is a customer…

Regions Bank Taps IBM’s AI to Power Next Generation Customer Service

Watson Has Helped Regions Answer over 1.5 Million Customer Calls and 1.4 Million Banker Questions IBM announced that Regions Bank has selected the company's artificial intelligence (AI) technology to help improve customer service and assist bankers in everyday work. In today's digital world, the customer experience remains paramount. A staggering 62% of banking customers will consider switching to a competitor after only 1-2 bad experiences, and more than 90% of customers share details about bad experiences with…

Introducing Avatier Apollo: The World’s First Workforce & Customer Service Automation AI Virtual Assistant

Securely Automate Any It Task Using the Most Popular Messaging Channels. No Mobile Apps to Install. No Websites to Visit. a Truly Native and Natural Experience for Your Brand Avatier, the leader in innovative Identity Management containerized cloud solutions, is thrilled to unveil "Avatier Apollo". The world's first artificial intelligence virtual customer assistant (VCA) for Customer Identity and Access Management (CIAM) and Identity Governance and Administration (IGA) platforms. Apollo securely automates any IT task for…

Cigna and Express Scripts Further Enhance Customer Service Offerings Through New Collaboration with Amazon Alexa

Cigna and Express Scripts Introduce Amazon Alexa Voice Skills to Make Health Care More Personalized and Convenient for Customers Cigna and Express Scripts have collaborated with Amazon Alexa to launch two voice skills to make health care more engaging, personalized and convenient for customers. The Cigna and Express Scripts Alexa skills will enable eligible customers to use voice technology to manage pharmacy prescriptions, engage in health improvement programs and track wellness incentives. “In particular, we believe…

Süpersonic Taps Sparkcentral to Provide Super Customer Service on Top Digital Messaging Channels

#1 ISP in South Africa Partners with Industry-Leading Messaging Customer Service Platform to Power Effortless Customer Care and to Support Rapid Subscriber Growth Süpersonic, South Africa’s #1 rated ISP, announced they have selected Sparkcentral‘s Automated Messaging Distribution (AMD) and customer engagement platform to make it easy for Süpersonic’s rapidly growing customer base to contact the company via their favorite messaging channels. Sparkcentral has initially launched customer care over WhatsApp, Twitter, Facebook…