Call center news

• How Critical is Empathy in the Customer Experience?

  17-05-2022 12:59 via tmcnet.com
  
  There is a disconnect between the need to embrace empathy in contact centers and its practical utilization in improving customer experiences.
  
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• NY State Will Receive $7.2 Million to Transition Suicide Prevention Call Center Services

  06-05-2022 12:35 via tmcnet.com
  
  The state of New York recently announced that it has been awarded $7.2 million SAMHSA to help strengthen crisis call center services in preparation for the transition of the National Suicide Prevention Lifeline to the number 988.
  
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• OpenText's Lewiston Call Center Going Virtual

  29-04-2022 15:22 via tmcnet.com
  
  Waterloo, Canada-based software developer OpenText, formerly Carbonite Inc., will close its Lewiston call center on April 30 and maintain its current staffing of just over 100 employees in their work from home capacity - which they've been in since the pandemic shutdowns.
  
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• Should Chatbots Disclose That They Are Chatbots?

  26-04-2022 12:21 via tmcnet.com
  
  The benefits of chatbots are clear: they can provide customers with round-the-clock support and help distribute calls and contacts to the right human agents. But do humans like interacting with them?
  
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• Call Center Data Holds a Wealth of Customer Experience Opportunities

  22-04-2022 15:22 via tmcnet.com
  
  What department in your company holds the most potential business value? Here's a hint: it's the department that knows the most about your customers.
  
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• Verint Adds Compliance Recording for Zoom

  18-04-2022 17:56 via tmcnet.com
  
  Verint, has announced the release of a new compliance recording integration with Zoom.
  
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• Edify Labs Hires Mitel Veteran as VP of Channel Sales

  14-04-2022 13:26 via tmcnet.com
  
  Contact center and unified communications solutions provider Edify Labs recently announced that it has hired Mitel veteran Paulette Huber to serve as Edify's vice president of channel sales. Huber will oversee Edify's relationships with various master agents and other partners to expand Edify's ability to help organizations upgrade their customer experience capabilities through the channel.
  
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• US mobile provider chooses USU Knowledge Management

  14-04-2022 10:42 via realwire.com
  
  Möglingen, April 14, 2022. An American mobile communications provider has chosen USU Knowledge Management to optimize and deliver its customer service. Their aim is to create a high-quality and innovative service experience for customers anytime, and in any channel. The mobile phone provider will also use USU’s Help Center to extend their support information for self-service on their website, while still centrally managing it from their knowledge base and thus not requiring duplicate
  
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• Brands Can Make Up for Shipping Delays through Positive CX

  08-04-2022 13:50 via tmcnet.com
  
  A new survey from Mitto reveals that American consumers are more likely to tolerate shipping delays from trusted brands they have a good track record of positive customer interactions with. A majority of those surveyed said a positive CX goes a long way toward compensating for other things that may go wrong.
  
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• Fintech Solutions Provider Vergent Partners with Bilingual Call Center Company UCC

  06-04-2022 19:42 via tmcnet.com
  
  Financial services companies that wish to market to Spanish speakers need an excellent customer support foundation in Spanish, by fluent Spanish speakers. To this end, omnichannel fintech landing platform Vergent LMS recently announced a partnership with Universal Contact Centers (UCC), a bilingual call center services provider, to jointly integrate and market each other services.
  
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• Seeing Through Emergency Call Center Staffing Issues

  01-04-2022 17:53 via tmcnet.com
  
  Staffing shortages and limited labor pools are just some of the critical issues plaguing industries and markets across the globe since the start of the pandemic. Even now, more than 2 years after the inception of global shutdowns, many workplaces are struggling to bring workers back or find employees to fill their seats.
  
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• Freshworks Helps UK Travel Group Address COVID-19 Queries

  30-03-2022 14:43 via tmcnet.com
  
  Collinson Group, a UK travel experiences and insurance company, recently tapped Freshworks Inc. and its Freshdesk customer experience platform to react to fast-changing business and travel requirements caused by the COVID-19 pandemic.
  
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• Impact SourcingCX Brings BPO Services to Global Customer Contact Centers

  29-03-2022 18:40 via tmcnet.com
  
  Impact SourcingCX, is here. The BPO consulting services, work to match companies with BPO servicers in locations that meet needs - from culture to social impact and expertise.
  
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• Google Announces Expansion to Google Cloud Contact Center AI Platform

  22-03-2022 14:32 via tmcnet.com
  
  The expansion, according to Google, brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with customer relationship management (CRM) platforms to unify sales, marketing, and support teams around data across the customer journey.
  
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• New research: digital self-service now more popular than calling customer service

  22-03-2022 13:45 via realwire.com
  
  60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research Crawley, UK, March 22, 2022 – Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. The research, which examines UK consumer attitudes to household energy...Source: RealWire
  
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• Vonage Includes Video Support for Jumper.ai Application

  21-03-2022 16:23 via tmcnet.com
  
  Cloud communications company Vonage announced video capabilities are now included in the recently acquired Jumper.ai conversational commerce application.
  
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• Comm100, Deltapath Collaborate on Omnichannel Contact Center Platform

  18-03-2022 14:50 via tmcnet.com
  
  This week, customer engagement solution developer Comm100 announced a new partnership with unified communications company, Deltapath. The two companies will collaborate to complete an omnichannel contact center offering.
  
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• Uniphone, SpinSci Aim for Better Healthcare Engagement

  16-03-2022 13:41 via tmcnet.com
  
  Conversation automation company Uniphone and digital patient engagement solution developer SpinSci Technologies announced a new strategic partnership to create better engagement between healthcare patients and service providers.
  
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• 911 Call Centers Turning to AI to Handle Influx of Calls Amid Staffing Shortages

  10-03-2022 17:58 via tmcnet.com
  
  Municipal 911 call centers are facing an influx of calls while dealing with staffing shortages as a result of the COVID-19 pandemic. Some cities are turning to AI tools to help handle non-emergency calls and streamline operations for overburdened human officers and agents.
  
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• Gideon Taylor Reveals IntraSee Acquisition

  10-03-2022 14:04 via tmcnet.com
  
  Gideon Taylor announced the acquisition of IntraSee, a software development company focusing on conversational AI and UX solutions.
  
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• New Emergency Call Center Alert System Coming to Arlington County

  04-03-2022 14:17 via tmcnet.com
  
  To support the citizens of Arlington County in Virginia, officials have announced the development of a new alert system to improve response times for behavioral health crises.
  
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• Virginian 211 Operators Experiencing Spike in Call Volume

  28-02-2022 15:17 via tmcnet.com
  
  The pandemic and subsequent great resignation dealt call centers a bad hand. This situation is forcing agents to take on significantly more work than before 2020.
  
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• Zoom Intros Cloud-Native Contact Center Solution

  25-02-2022 13:36 via tmcnet.com
  
  Zoom announced the launch of Zoom Contact Center: a cloud-native omnichannel solution enhancing communications for remote contact center operations. This new offering is delivering video and voice support, with SMS and webchat to follow in the coming months.
  
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• Thailand's Siam Commercial Bank Chooses NICE Nexidia Analytics

  22-02-2022 13:30 via tmcnet.com
  
  Siam Commercial Bank, Thailand's first indigenous bank, offers a full range of financial services and an extensive branch network. Its contact center staff of 1,500 agents handles more than 1.5 million outbound and inbound calls each month. In an effort to boost contact center agent productivity and customer service, the bank recently implemented NICE Nexidia Analytics.
  
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• Making sure the "I" in Your IVR Really Stands for "Interactive"

  18-02-2022 14:49 via tmcnet.com
  
  Companies have been relying on interactive voice response (IVR) systems for decades. The first generation of this technology was pretty basic?it was meant to route calls, and it did little else. The only "interaction" that happened from a customer's perspective was pushing a button for a menu choice.
  
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• Rocket.Chat Intros Instagram Direct

  16-02-2022 16:21 via tmcnet.com
  
  provider Rocket.Chat announced the launch of its latest offering: Instagram Direct.
  
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• Pegasystems Adds New Tools for Contact Centers Agents

  11-02-2022 15:04 via tmcnet.com
  
  Pegasystems, a provider of customer engagement software solutions, recently announced the launch of new Voice AI and Messaging AI assistance tools for the Pega Customer Service platform.
  
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• Harry's Inc. Invests In Playvox Workforce Management

  04-02-2022 10:37 via tmcnet.com
  
  Workforce engagement solution developer Playvox revealed Harry's Inc., a web-based men's grooming product company, is now using the Playvox Workforce Management platform to support North American customer experience operations.
  
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• Verint Research Uncovers Customer Frustration with Chatbots

  02-02-2022 14:38 via tmcnet.com
  
  So you've implemented a chatbot to help field customer requests. That's enough, right? Not according to a survey of over 1,000 American consumers commissioned by Verint. The study highlighted rising customer expectations for chat-based channels and found that many customers are finding chatbot experiences less-than-fulfilling, and even frustrating.
  
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• Waterfield Technologies Announces VoxGen Acquisition

  02-02-2022 13:43 via tmcnet.com
  
  Customer engagement solutions developer Waterfield Technologies recently announced the acquisition of VoxGen, a conversational AI solution company based out of the United Kingdom. As part of the acquisition, Waterfield Tech leaders intend to utilize VoxGen solutions and technical expertise to expand conversational AI capabilities into contact centers across all B2C sectors.
  
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• Pindrop Partners with Five9 to Enhance Customer Security

  28-01-2022 14:16 via tmcnet.com
  
  Pindrop recently announced a partnership with cloud contact center leader, Five9. As part of this new business relationship, Pindrop security solutions will now be available to purchase through the Five9 CX Marketplace.
  
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• Staff Shortages Causing Havoc for Bucks County 911 Services

  28-01-2022 13:25 via tmcnet.com
  
  In Bucks County, a suburban community outside of Philadelphia, the labor shortage crisis is impacting 911 services in a serious way.
  
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• Twilio and Teleperformance Will Collaborate on New Contact Center Solutions

  27-01-2022 12:06 via tmcnet.com
  
  Cloud communications platform provider Twilio and digital business solutions developer Teleperformance recently announced a new partnership to develop the next generation of cloud-based contact center solutions.
  
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• ZingTree Receives New Investments to Fuel Development

  21-01-2022 14:29 via tmcnet.com
  
  ZingTree recently secured $15 million in new investments after completing its Series A funding round. Founded in 2014, ZingTree's mission has been to provide contact centers with low-code software to easily create scripts, so agents can follow company procedure and seamlessly complete complex customer requests.
  
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• Genesys Adds Nuance Contact Center AI Tools to Cloud CX

  21-01-2022 11:52 via tmcnet.com
  
  Creating better customer interactions is the name of the game today. Businesses aiming to provide best-in-class service must be able to connect with customers wherever they are, and immediately deliver a high quality experience. Digital channels and virtual assistants are supporting this initiative, making it possible to provide top quality customer support around the clock.
  
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• USU Teams up with Voxai Solutions to Provide a Superior Knowledge Management Solution for Genesys Users

  19-01-2022 13:33 via realwire.com
  
  Boston, January 19, 2022 – USU Knowledge Management announced a partnership agreement with Voxai Solutions, a leading provider of Genesys-based contact center solutions. These two market leaders are joining forces to bring unparalleled Genesys experience combined with access to a mature, AI-powered Knowledge Management solution, USU Knowledge Management. “This exciting new partnership leverages the best Genesys implementation and CX consulting services on the market with all the CX a
  
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• More Than Half Of Consumers Feel Service Is An Afterthought

  18-01-2022 09:30 via realwire.com
  
  Annual Zendesk Customer Experience (CX) Trends Report highlights CX as an imperative for growth Nearly three quarters of UK businesses see a direct link between customer service and business performance LONDON - January 18, 2022 - Zendesk’s landmark annual research has highlighted the potential for businesses to drive success with a focus on customer experiences - as more than two thirds of consumers worldwide (70%) report making purchase decisions based on the quality of customer...Source
  
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• Uniphore Revamps Product Portfolio After Jacada Acquisition

  12-01-2022 08:17 via tmcnet.com
  
  In June of last year, conversational AI company Uniphone announced the acquisition of Jacada, an Israel-based software developer focusing on contact center automation. Since then, leaders at the company have been working diligently to introduce Jacada's solutions into its own product portfolio.
  
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• Thankful Partners with Dixa to Bring AI Enhancements to Europe

  11-01-2022 16:51 via tmcnet.com
  
  AI-based customer service solution company Thankful announced the formation of a new partnership with Dixa, a customer service platform provider based in the Netherlands. As part of this new business relationship, the two companies will work together to combine their solutions to bring customer service enhancements to businesses throughout Europe.
  
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• Raising the Levels of Service and Personalization on Your AI-based Chatbot

  29-12-2021 13:27 via tmcnet.com
  
  If you're providing top-notch digital service to your customers, chances are you already use some type of artificial intelligence (AI) enabled virtual assistant or chatbot. But if you've implemented the technology in the past, you may be wondering how you can scale it up to provide more functionality and have a broader reach, particularly during the global pandemic, when staff shortages have increased alongside customer demands.
  
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• COVID Cases Closing Call Centers Again

  28-12-2021 18:14 via tmcnet.com
  
  The Electricity Authority of Cyprus announced this week it was forced to shut down its customer service center in Strovolos after discovering a COVID outbreak.
  
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• Avaya and NORAD Embrace Christmas Spirit with Annual Santa Tracker

  22-12-2021 10:59 via tmcnet.com
  
  Avaya is supporting the annual NORAD Santa tracker program with its contact center solutions, enabling children from all across the globe to check in on Santa's real time delivery route.
  
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• WirelessCar to Showcase Call Center Services

  21-12-2021 10:50 via tmcnet.com
  
  WirelessCar, a developer of digital services for electric vehicles, revealed the company will showcase a new call center services product at this year's CES showcase in Las Vegas.
  
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• Designing Chatbots for Conversational UX

  16-12-2021 15:21 via tmcnet.com
  
  Effective chatbots are making a significant impact on customer support today. The AI-driven, text-based virtual agents can often handle customer queries on their own. In cases in which they can't, they can connect the customer to the right agent to solve their problem. But the key to this is the word "effective." Many companies are still relying on sub-standard chatbots, according to a recent article by Raghu Ravinutala writing for TechCrunch.
  
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• Southwest Calls in Corporate Workers to Staff Call Centers and Airports

  16-12-2021 10:39 via tmcnet.com
  
  Southwest Airlines has called on corporate workers to volunteer at its call centers and in airports throughout the holiday season. The airline wants to create a staffing cushion by beefing up its stock of available workers to avoid another operational meltdown and flight cancellations.
  
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• New Zylpha annual document bundling awards celebrate legal innovation

  15-12-2021 12:19 via realwire.com
  
  Leading legal software innovator Zylpha (www.zylpha.com) has announced the launch of its new ‘Innovation Awards’. The annual Awards scheme will acknowledge and recognise the legal practices and lawyers that have used Zylpha's document bundling software most extensively and creatively within their practices, often digitally transforming previously manual document management systems. Commenting on the awards, Miranda Evans, Zylpha’s Marketing Manager says; “Beyond the clear
  
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• CX Solution Source BPO Consultant Adds Services and a New Industry Veteran

  09-12-2021 17:11 via tmcnet.com
  
  Customer experience consulting group CX Solution Source recently announced an expansion to their portfolio of services for current and prospective clients, and with it a new consultant. The year-old Colorado-based company develops brokering relationships between buyers of contact center outsourcing services and the business processes outsourcing (BPO) firms that provide services.
  
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• Zenarate AI Coach Aims To Boost Agent Performance

  08-12-2021 17:53 via tmcnet.com
  
  Contact centers in every industry are using digital technology to make life easier for both customers and employees. Automation has been a godsend for productivity, allowing customers to interact with chatbots or virtual assistants to accomplish minor tasks. Self service capabilities are allowing customers to move at their own pace, enabling users to complete their own tasks and answer their own questions. It seems with so many integrations being added to support contact centers, businesses are
  
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• QliqSOFT Chatbot Marketplace Helps Combat Healthcare Labor Shortage

  03-12-2021 15:37 via tmcnet.com
  
  To offer healthcare facilities additional help with their patient engagement needs, QliqSOFT, a developer of a flexible collaboration platform for healthcare, has launched Chatbot Marketplace.
  
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• Municipal Call Centers Rely on Technology to Ease Heavy Call Volumes During COVID

  03-12-2021 14:12 via tmcnet.com
  
  Many municipal call centers have been strained by new responsibilities like booking vaccine appointments and answering other COVID-related questions. Some have turned to technology to help automate and ease some of the burden.
  
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