industry news

Industry News provided courtesy of Call Centre Helper

Zendesk Launches Omnichannel Suite


Zendesk announced the launch of The Zendesk Suite, on omnichannel offering, alongside Connect, which is a proactive customer communication tool. The Zendesk Suite is a new omnichannel offering that brings together the most popular customer communication channels into one simple […]

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AI, Chatbots and Automation are Set to Experience Great Growth


Artificial Intelligence (AI), chatbots and automation are the trends that will experience the greatest growth in customer experience over the next 12 months, according to the latest research from Aspect Software. The research, which set out to discover the technology […]

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Calabrio


Calabrio ONE is a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyses customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. www.calabrio.com Contact […]

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8 Top Tips to Elevate the Role of Self-Service


Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed, of Puzzel, explains more. The role of self-service is in a state of transformation as contact centre leaders look for […]

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Calabrio Enhances Analytics Platform with Sentiment Analysis


Calabrio, have introduced a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimisation and engagement suite. The new capabilities in Calabrio ONE help customers accurately capture and interpret the voice of the customer. Featuring Sentiment Analysis and new […]

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Scorebuddy Wins Technology Award


Scorebuddy have been voted “Best Contact Centre Technology” in Call Centre Helper’s “Top 10 Contact Centre Software and Technology 2018. This will be the second time in just three years that Scorebuddy have received the award, which is voted for […]

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G-SUMMIT London 2018


THE DATE: 28th June 2018 THE LOCATION: London THE DESCRIPTION: G-Summit London is returning for 2018, gathering visionaries, partners and industry thought leaders from across the UK&I. Join us to hear from engaging and dynamic speakers, and participate in interactive […]

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Generate and Accelerate ROI with Interaction Analytics and Consulting Services – webinar


THE DATE: 14.00-15.00 UK on 20th June 2018. THE LOCATION: Online THE DESCRIPTION: Unlock the insight that is contained within your customer interactions and turning that insight into action provides opportunity for you to transform your business and your CX. […]

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NICE Introduces NEVA, The World’s First Robotic Virtual Attendant


NICE have taken customer service to a new level of cognitive intelligence via the launch of NICE Employee Virtual Attendant or NEVA, the world’s first virtual attendant, designed with the employee in mind. Powered by NICE’s proven, market leading Desktop […]

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Sekure Merchant Solutions Deploys CallMiner Speech Analytics


CallMiner have announced that Sekure Merchant Solutions is seeing early success in its implementation of CallMiner Eureka as its speech and engagement analytics solution. CallMiner Eureka is provided to Sekure Merchant Solutions through their cloud contact centre provider Five9, a […]

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