Contact centres are missing the opportunity to own the customer experience

88% of contact centre managers either strongly agree (39%) or agree (49%) that digital channels open new opportunities for contact centres to own the customer experience, according to a new study ‘The State of Customer Experience 2017’, commissioned by West. At the same time, the majority are failing to grasp the opportunity due to outdated technology infrastructures, which prevent them from keeping up with changing customer preferences. Continue reading Contact centres are missing the opportunity to own the customer experience

GreenKey Technologies and Red Box Recorders Partner to Launch Integrated Trading Voice Collaboration and Compliance Recording Solution

GreenKey Technologies, an AI-driven voice collaboration platform for the financial markets, announced a global partnership with Red Box Recorders, a market leading expert in voice recording technology and services, to create an integrated solution for embedded compliance recording within GreenKey’s software-based trader collaboration offering. Continue reading GreenKey Technologies and Red Box Recorders Partner to Launch Integrated Trading Voice Collaboration and Compliance Recording Solution

Guardian Group Engages Sutherland For Machine Learning-Powered Analytics

Sutherland, a process transformation company that helps businesses rethink and rebuild processes for the digital age, has signed an enterprise-wide analytics agreement with Guardian Group to offer Sutherland’s Big Data analytics, artificial intelligence (AI) and machine learning applications on its Nuevora Cloud Analytics Platform. Continue reading Guardian Group Engages Sutherland For Machine Learning-Powered Analytics

SVL Business Solutions Expands Workforce Management Team With Appointment Of Industry Specialist

SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has appointed Indy Kaur as WFM Analyst. In this role she will be responsible for providing training and support for SVL’s expanding portfolio of customers that are deploying best of breed WFM solutions from the world’s leading vendors including NICE and Teleopti. Continue reading SVL Business Solutions Expands Workforce Management Team With Appointment Of Industry Specialist