All posts by Sam Heggie-Collins

Rant & Rave announces world’s first customer feedback integration with Amazon Alexa

PRESS RELEASE: Rant & Rave, the customer engagement specialists who work with half of the FTSE including Barclays, Sky and easyJet, has developed a customer feedback integration for Amazon Alexa, Amazon’s cloud-based voice service. For brands using Amazon Alexa, this will transform the way customer feedback is captured, enabling consumers to tell brands what they think of a product or service in real-time. Continue reading Rant & Rave announces world’s first customer feedback integration with Amazon Alexa

WhatsApp integrates with iAdvize’s platform allowing brands to provide customer service

PRESS RELEASE: iAdvize, a European leader in online customer service, announces the integration of the instant messaging app, WhatsApp, within their conversational commerce platform. The integration solution means brands can now communicate directly with their customers and prospects via WhatsApp. Continue reading WhatsApp integrates with iAdvize’s platform allowing brands to provide customer service

Eckoh Extends Whitbread Contract for Further Three Years

PRESS RELEASE: Eckoh announces that it has extended its contract with Whitbread plc, to provide a range of services for Premier Inn’s contact centre operations. Eckoh has worked with Whitbread, the UK’s largest hotel and restaurant company (“Whitbread”) and Premier Inn since 2010 and the extended contract will run until at least January 2020, taking the overall relationship to more than ten years. Continue reading Eckoh Extends Whitbread Contract for Further Three Years

Head Germany Gmbh Goes for the Win in Customer Service with Avaya

PRESS RELEASE: In competitive sports, a fraction of a second can make the difference between a first-place champion and the runner-up. For the sales arm of the globally-renowned sports equipment company, Head Germany Gmbh, switching to Avaya shaved customer response times to seconds and took several minutes — in some cases, hours — off administration tasks, all while providing better information to drive continuous improvement in its relationships and service center. Continue reading Head Germany Gmbh Goes for the Win in Customer Service with Avaya

Coordinated Systems, Inc. Enhances Virtual Observer WFO Solution with Agent Timeline to Answer What’s Up with the Down Time

PRESS RELEASE: Coordinated Systems, Inc. (CSI) is pleased to announced the general availability of a new quality management feature in the Virtual Observer (VO) Workforce Optimization (WFO) Solution. The new feature, the “VO Agent Timeline” allows for supervisors to view agent workdays in a visual manner, across a timeline of captured events. Continue reading Coordinated Systems, Inc. Enhances Virtual Observer WFO Solution with Agent Timeline to Answer What’s Up with the Down Time