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19-Aug-2014

Dimension Data New Zealand has deployed a Microsoft Private Cloud to allow Education New Zealand better service its students and market New Zealand education internationally.

The new solution that focuses on securely improving the user experience of Education New Zealand's globally spread employees, giving them better tools to be more effective and productive when recruiting students, or pursuing opportunities for New Zealand institutions to educate students offshore. "Dimension Data's deployment of Microsoft Private Cloud will put Education New Zealand in a position where it can be more competitive within the global market, giving its marketing staff around the world access to more tools to be more productive and efficient in a secure manner," said Dimension Data New Zealand's Nick Halikias.

Education New Zealand chose the hybrid cloud model, which utilises both on-premise and cloud-based solutions dedicated solely to the organisation. The solution will deliver more effective mail messaging, data applications, web solutions, as well as back-end infrastructure and services. "The hybrid model has the flexibility of having a fit for purpose on-premise solution, balanced with the cost-efficiencies of the cloud," said Halikias.

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19-Aug-2014

China Mobile's Jiangsu Branch has upgraded its customer service by using Nuance's speech and natural language understanding (NLU) technology to improve the experience for callers in need of service or support.

Together with local technology partner Huawei, Nuance has created a more natural and intuitive customer experience for China Mobile Jiangsu Branch, replacing their phone menu trees with a conversational speech interface that saves customers time and increases call routing accuracy. Nuance says Jiangsu Mobile customers can simply speak naturally to receive fast and convenient assistance.

Jiangsu callers previously navigated a series of phone menus with lengthy and sometimes confusing prompts. "With the new service, callers are presented an easily answered IVR prompt, such as 'Please tell me the reason for your call' to which they can respond using their own words, such as 'I want to add roaming service'," said Nuance.

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18-Aug-2014

SALT LAKE CITY – August 18, 2014 – inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announces a notable financial services provider is replacing its aging premise system in favor of the flexibility provided by the inContact cloud solution. The new customer will connect two contact center locations with a 100% cloud platform ideal for the blended inbound and outbound service environment.

"Across the financial industry, firms are looking for the most cost-effective way to improve customer service," said Paul Jarman, CEO at inContact. "Cloud technology unifies customer service operations with one system to handle multichannel customer interactions and to seamlessly route calls to the proper agent regardless of location."

Proactive, outbound calling will be supported with inContact's award-winning Personal Connection™ Outbound Solution. Personal Connection features a patented system that eliminates the awkward delay between the customer's "Hello" and the agent's greeting. Agents get an automatic screen pop with customer information so they can create a personalized experience. The new technology improves efficiency and yields positive results in better customer relationships, stronger loyalty and retention, more customer referrals, improved collections efforts, and incremental revenue.

inContact will provide a complete cloud solution that connects the multichannel Automatic Call Distributor (ACD) with customer information stored in the CRM system to quickly match callers to the agents best suited to assist them.

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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