1. 1-16 of 16
    1. NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation

      NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation

      Filed under - Call Centre News , NICE NICE have announced a new framework for integration with cognitive software vendors, enabling organisations to take their customer self-service channels and process automation capabilities to new heights. By integrating with the industry’s leading artificial intelligence (AI) technology vendors for optical character recognition (OCR), chat and voice bots, and machine learning, as well as with its in-house cognitive solutions for text analytics and natural language processing, NICE’s cognitive ecosystem provides businesses with the capabilities to offer their customers a complete service offering which gets smarter over time. One of the main ways to ...

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      Mentions: Nice
    2. What’s Inspiring Your Customer Engagement Strategy?

      What’s Inspiring Your Customer Engagement Strategy?

      What’s Inspiring Your Customer Engagement Strategy? 29th Aug 2017 , Genesys Referencing the CX17 event in Brussels, Sandra Judd discusses how to transform your customer engagement strategy, with the help of AI. It’s just over a month since CX17, one of the biggest events in my calendar, which is an event comprised of three jam-packed days of networking, presentations, workshops and break-out sessions in Brussels.

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    3. The Current State of the Multilingual Help Desk

      The Current State of the Multilingual Help Desk

      Tom Tseki gives his insights on the current state of the multilingual help desk and gives his predictions for the future. Providing multilingual support is valuable for enterprise service desks. Considering little data exists on languages and service desks/IT helpdesks, Lionbridge and HDI conducted a study covering 23 countries and 30 industries with the intent to understand the need for multilingual support and how it’s currently being provided.

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    4. Aspect Software: Mobile Options Are Key to Self-Service Success

      Aspect Software: Mobile Options Are Key to Self-Service Success

      Aspect Software: Mobile Options Are Key to Self-Service Success 29th Mar 2017 Filed under - Call Centre News , Aspect The new ContactBabel report “The Inner Circle Guides”– Customer Interaction Analytics and Self-Service states that the success of evolving self-service will rely on channel options being effective, available, fast, effortless, easy to use and low cost.

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    5. Voting Opens For Our 2017 Technology Awards

      Voting Opens For Our 2017 Technology Awards

      Voting Opens For Our 2017 Technology Awards 22nd Mar 2017 Filed under - Call Centre News , Aspect , Bright , CallMiner , Genesys , Injixo , IP Integration , Jabra , mplsystems , Newsletter , NewVoiceMedia , NICE , Noble , Opinion8 , Plantronics , Rostrvm , Scorebuddy , Top 10 Voting is now open for the “Top 10 Contact Centre Technology” awards. Back by popular demand, Call Centre Helper are excited to announce that we are now running our Technology Awards annually.

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    6. The Truth About Self-Service, Bots and Intelligent Assistance

      The Truth About Self-Service, Bots and Intelligent Assistance

      The Truth About Self-Service, Bots and Intelligent Assistance 9th Mar 2017 Filed under - Industry Insights , Intelecom Thomas Rodseth takes us through the options when it comes to self-service, bots and intelligent assistance. Sometimes a technology takes an age to go mainstream. Other times it appears to arrive like a thunderbolt out of nowhere. Bots chose the high impact option when they arrived in Q1 2016.

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    7. Having Robust Self-Service is Now Essential to Customer Engagement

      Having Robust Self-Service is Now Essential to Customer Engagement

      Having Robust Self-Service is Now Essential to Customer Engagement 21st Feb 2017 “Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience.” Stephen Ball The quote above was made by Stephen Ball, Senior VP Europe & Africa at Aspect Software, who went on to say that: “These days, consumers don’t always want to spend time chatting to a customer services agent when they have a relatively straightforward issue to solve.” “Although phone channels remain an indispensable part of any customer engagement centre’s strategy, there are times ...

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    8. Manpower Still Needed in Automated Future

      Manpower Still Needed in Automated Future

      Manpower Still Needed in Automated Future 10th Jan 2017 Ashley Unitt Contrary to dystopian assumptions, a bot-driven future arguably wouldn’t mean less manpower. The prevailing, somewhat frightening, assumption about chat bots, AI, and workplace automation is that they’ll lead to a future in which we will need fewer people to fill fewer jobs. Frankly, that viewpoint is rather shortsighted. Yes, computers are smart… and they are getting smarter at an ever-increasing rate.

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    9. 21 Ways Technology Can…. Exceed Customer Expectations

      21 Ways Technology Can…. Exceed Customer Expectations

      21 Ways Technology Can…. Exceed Customer Expectations 2nd Nov 2016 Our panel of experts drill down on the contact centre technologies that can create help exceed customer expectations. 1.Call back solutions removes the need for the caller to queue Call back solutions offer an option of a call back at customer defined times during peak periods. So, instead of waiting on the line, when a call goes to “hold” the call centre will phone the customer when they have reached the front of the queue.

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      Mentions: Voice David Evans ROI
    10. mplsystems Reveal Record Number of Vistors at the Customer Contact Expo

      mplsystems Reveal Record Number of Vistors at the Customer Contact Expo

      mplsystems Reveal Record Number of Vistors at the Customer Contact Expo 7th Oct 2016 Call Centre News , mplsystems Returning from Customer Contact Expo, mplsystems are delighted to announce a record breaking number of visitors this year. The show took place in London’s Olympia over two days last week and enjoyed heightened success after merging with ecommerce expo and TFM.

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      Mentions: London
    11. mplsystems Share Developments That Will Make Responding to Multi-Media Customers Easier

      mplsystems Share Developments That Will Make Responding to Multi-Media Customers Easier

      Call Centre News , mplsystems mplsystems’ intelligentResponse solution encompasses an extensive array of features that allow and help the agent to surpass the customer’s expectations. Embedded within the module is the automation of email customer service processing, webchat and social media. Contact centres no longer have to rely on the working hours or manual filtering of the human agent to ensure that customers are taken care of well under the expected time of response.

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      Mentions: NLP
    12. Will Virtual Assistance Eradicate Human Agents in the Contact Centre?

      Will Virtual Assistance Eradicate Human Agents in the Contact Centre?

      Industry Insights , mplsystems Virtual assistance (VA) and digital self-service technologies are predicted to have the greatest impact within customer service centres going forward. With more and more enquiries coming through a range of live channels, it is paramount for companies to be where their customers are and also to meet their ever increasing expectations. The only way to do this seamlessly, is with the deployment of virtual assistance in your contact centre.

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    13. Your Guide to Expo 2016

      Your Guide to Expo 2016

      Your Guide to Expo 2016 14th Sep 2016 1 Filed under - The Customer Contact Expo 2016 will be taking place on 28 – 29 September 2016 in London. Find out who will be there! Aspect Software – C620 Visitors to Aspect Software’s stand at this year’s Customer Contact Expo will be among the first learn about and experience the next generation of the contact centre – the Customer Engagement Centre – with the launch of Aspect Via in Europe and Africa.

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    14. Is Artificial Intelligence the Future of Customer Service?

      Is Artificial Intelligence the Future of Customer Service?

      Is Artificial Intelligence the Future of Customer Service? 9th Aug 2016 Industry Insights , artificial intelligence , Carolyn Blunt Thanks to Hollywood, much of what we perceive regarding Artificial Intelligence is rooted in robots taking over the world. And because it is largely misunderstood, many people fear even considering adopting the technology.

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      Mentions: Hollywood
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