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How robotics impacts BPM, contact centre automation

Used correctly, RPA would augment and complement existing BPM systems and contact centre applications.

New Presence Suite Multichannel Contact Centre solution launched

Enhanced supervision and operation management with new collaboration, monitoring, audit capabilities.

Setting service level expectations to gratify your customers, now

An appetite for immediate gratification driven by the consumer adoption of platforms such as WhatsApp, has led to the expectations of service evolving, says INOVO.

Viewpoint: Use customer analytics to outsmart competitors

Customer experience analytics makes every customer touch point a source for a competitive advantage, says COO of Ocular Technologies Ebrahim Dinat.

iBleat app aims to help companies manage social media fury

9 Jan

The app, which operates similar to Twitter, allows direct communication between clients and companies.

Key insights from Deloitte's 2017 survey

Customers want businesses to hear them, understand them and appreciate them, according to the Deloitte annual Global Contact Center Survey for 2017, says Ebrahim Dinat, COO at Ocular Technologies.

Talksure's year in review

Dec 14, 2017

The company's customer base has grown significantly, and it has launched four new products and expanded its international division.

Viewpoint: All I want this festive season... is my own chatbot!

Nov 29, 2017

A well-educated chatbot could be useful this festive season, says Ebrahim Dinat, COO at Ocular Technologies.

Firms fail to prioritise digital experience management

Nov 16, 2017

Riverbed Technology's Mark Robinson discussed the need for enterprises to adopt a digital experience management plan.

Quality management with actionable results

Nov 15, 2017

Gaining visibility, discipline and control at every customer touch point, says Aspect Software.

EOH takes science of CX to new levels

EOH Coastal is making greater use of its CX offering to better understand target markets.

Modern customer care this Black Friday

With CM Customer Contact, companies can communicate with all customers on all channels via one dashboard, CM says.