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…

Bigtincan Wins Bronze Stevie Award in 2019 Stevie Awards for Sales & Customer Service

Bigtincan, the leader in mobile, AI-powered sales enablement automation, was presented with a Bronze Stevie Award in the “Sales Enablement Solution – New” category for its Bigtincan for Life Sciences vertical solution, as part of the 13th annual Stevie Awards for Sales & Customer Service. The Bigtincan Hub Sales Enablement Automation Platform provides customer-facing life sciences professionals with easy and time-saving ways to optimize their interactions with clients and prospects. Pulling from experience in working…

Helpshift Performance Index: What Customer Service High Performers Do Differently

Digital Customer Service Company Announces Benchmarking Report Alongside Automation Bots Product Launch New proprietary internal data has been released by Helpshift, the company revolutionizing the customer service industry through its intelligent and asynchronous digital messaging platform. The second installment of the semi-annual Helpshift Performance Index Benchmarking Report used the anonymized, aggregated internal data of roughly 8 million customer tickets from the company’s gaming, retail, finance and technology…

Nuance Recognized as Leader in Intelligent Customer Engagement at 13th Annual Stevie Awards for Sales & Customer Service

Conversational AI Technology and Enterprise Customer Deployments Credited for Market Innovation and ROI Nuance Communications, Inc. announced its products and customer deployments were recognized for innovation and excellence at the 2019 Stevie Awards for Sales & Customer Service. Taking home several awards, Nuance, the pioneer and leader in conversational AI, reinforced its unparalleled expertise in delivering customer solutions that meet the needs of today’s enterprises, and drive impactful return on investment.…

Brainshark Is a ‘Best Sales Enablement Solution’ Winner in 2019 Stevie Awards for Sales & Customer Service

Machine Analysis – Brainshark’s AI-Powered Engine for Sales Coaching and Practice – Honored for Improving Sales Effectiveness and Results Brainshark, Inc., delivering SaaS-based sales enablement and readiness solutions, announced it is a “Best Sales Enablement Solution: New” category winner in the 2019 Stevie Awards for Sales & Customer Service. Brainshark Machine Analysis – an artificial intelligence (AI)-powered engine for improving sales coaching and practice – earned a Stevie Award for helping companies drive…

Survey: Where Consumers See the Biggest Opportunities for Customer Service Automation

The benefits of automating customer service experiences via conversational AI platforms are rapidly becoming apparent to enterprise business leaders. Not only can these solutions dramatically reduce the costs associated with traditional call-in contact centers, but they can also transform a company’s resolution rates and more quickly deliver always-on answers to customers in need—any day, any time. But as with any disruptive new technology, it’s important for businesses to understand consumer perceptions and expectations…

The State of Customer Service in 2019: Global Brands Give Their Insights

With customer expectations evolving at a rapid rate, customer service strategy/delivery is increasingly being seen as an integral part of any customer-facing business. Furthermore, as technological advances continue to democratize the ability to produce new innovations, all brands are increasingly seeking ways in which to differentiate themselves from their competitors — enter customer service. The Incite Group recently interviewed over 500 executives to understand the transformation trends sweeping across the…

USU Presents Its Latest Customer Service Innovations at CCW 2019

USU‘s unymira business unit is one of the first worldwide to offer voice powered customer service via Amazon’s Alexa. A live demo will be presented at this year’s Call Center World (CCW) from February 19th to 21st in Berlin at unymira’s booth (Hall 3, F4/G3). Unymira offers the most comprehensive omnichannel customer support portfolio including intelligent chatbots, its active knowledge base Knowledge Center, its AI-powered service platform Knowledge Cloud as well as social media support and self-service solutions. A range…

Discover Recognized as a 2019 Digital Edge 50 Winner for Customer Service Strategy

For the second year in a row, Discover has been named a Digital Edge 50 award winner. The company was recognized this year for creating a strategy that leverages artificial intelligence (AI) to improve the customer experience and offer tailored services and programs to help customers manage their finances and make it easier to maintain or improve their credit standing. “Discover is constantly looking to the latest technologies for solutions that will enhance the customer experience” With the help of AI, Discover…

Helpshift Delivers Year of Record Company Growth and Innovation in Digital Customer Service

AI-Powered Conversational Messaging Company Announces Marquee Customers, Transformational New Products and a Doubling of Revenue YoY Helpshift, the company revolutionizing the customer service industry, announced the close of a record-breaking fiscal year that included new customers and partnerships, industry recognition and the launch of transformational new products, including asynchronous messaging across web and mobile. “Enterprises have started to focus on outcomes over interactions through digital and business…

UJET Reveals Top Mobile, Cloud and Web Customer Service Predictions for 2019

UJET’s Founder and CEO Anand Janefalkar has revealed his top customer service predictions for 2019.  Exceptional customer support will mean fast access to personalized, efficient, omnichannel service by phone, live chat and mobile app. Empowering more efficient interactions by enabling end users to verify their identity and share photos, screenshots and texts with support agents using a smartphone and providing contact center managers the visibility and flexibility to optimize operations in real time are an imperative.…

UNIFY Launches Chatbot for Customer Service Solution

Cloud-Based Chat Software Solution Helps Businesses Reduce Cost of Contact Centers While Increasing Customer Satisfaction UNIFY a greater-Seattle based company, announced immediate availability of the UNIFY Chatbot for Customer Service Solution. The Cloud-based solution will allow businesses to be available 24/7 to customers in a responsive manner via a chat interface using bot technology developed by UNIFY. “UNIFY Chatbots will allow customers to scale up and scale down for their peak season without having to add a…

AppNexus Mobilizes Anodot’s Autonomous Analytics to Improve Customer Service

Anodot Autonomous Analytics Helps AppNexus Detect and Resolve Critical Business Blind Spots to Optimize Operations and Customer Service Anodot announced that AppNexus, a Xandr company, is leveraging Anodot's Autonomous Analytics platform to detect and resolve business incidents in real-time, alerting customer-facing teams of problems that impact customers' revenue-generating ads. AppNexus is a leading internet technology company that enables and optimizes the real-time sale and purchase of digital advertising. Its…

UJET Retail Shopping Survey Shows Millennials Are Quick to Buy and Try Online, But Beware: Their Next Move Hinges on Customer Service

Among Other Key Findings “Breach Fatigue Epidemic” Is Numbing Shoppers Security Fears UJET, Inc., the company that makes it simple for any company to provide intuitive, modern support, announced the results of a survey it conducted in partnership with Branded Research Inc. to help retailers understand current consumer preferences that could come into play in the approaching holiday shopping season. The news points to strong and essential human connections between shoppers and retailers (online and traditional), even if…

5 Shrewd Ways of Using Big Data Analytics To Enhance Customer Service

Consumers are overwhelmed with offers for products and services, especially while shopping online. It’s very common for a customer to see advertisements for products that they may have recently searched for, but also sometimes the marketing emails and pop-up ads are not necessarily suitable with the consumer’s interests and may come across as more annoying than actually useful. More of customer service is the aspect that is vital in any of the fields to rule the market — unless your customer is satisfied your business is…