Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

PRESS RELEASE: Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Continue reading Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

Mediahawk Launches International Call Tracking Solution

PRESS RELEASE: The UK’s leading call tracking software provider has launched an international call tracking solution allowing businesses to monitor calls and optimise marketing activity on a global scale. Mediahawk’s brand new international tracked telephone numbers are available as both online dynamic phone numbers and offline static numbers, making it possible to determine which SEO activity, PPC ads, Social Media placement and offline marketing are performing worldwide. Continue reading Mediahawk Launches International Call Tracking Solution

UPS Revs Up Customer Experience, Integrates Chatbot With UPS My Choice

PRESS RELEASE: UPS said it has integrated its customer-facing chatbot with UPS My Choice®, allowing customers to obtain information about their incoming packages and recent deliveries without providing a tracking number. UPS is the first U.S. package delivery company to offer a chatbot experience specifically designed for authenticated users. The chatbot enables a customer to log in to their UPS My Choice Account. Continue reading UPS Revs Up Customer Experience, Integrates Chatbot With UPS My Choice

8×8 and RingCentral Tie for Top Spot in UCaaS Scorecard, Says IHS Markit

PRESS RELEASE: IHS Markit, a world leader in critical information, analytics and solutions released excerpts from its 2017 UC as a Service (UCaaS) Scorecard: North America, which identifies the UCaaS providers currently leading the UCaaS market and those best positioned to succeed long term. The ratings are based on criteria such as installed base of seats, financial stability, market strategy, service capabilities and support options. Continue reading 8×8 and RingCentral Tie for Top Spot in UCaaS Scorecard, Says IHS Markit