IVR

Europcar Transforms Global Customer Experience with NICE CXone

Retrieved on: 
Tuesday, December 12, 2023

NICE (Nasdaq: NICE) announced today that Europcar Mobility Group , a leading global provider of mobility solutions and car rental services, has successfully deployed NICE CXone, consolidating its contact center infrastructure and providing agents with a single source of truth for all customer information.

Key Points: 
  • NICE (Nasdaq: NICE) announced today that Europcar Mobility Group , a leading global provider of mobility solutions and car rental services, has successfully deployed NICE CXone, consolidating its contact center infrastructure and providing agents with a single source of truth for all customer information.
  • “One of Europcar’s main objectives is the transformation of the corporate culture to standardize the customer experience on a global level,” said Christophe Carrère, Group Customer Engagement Director, Europcar Mobility Group.
  • “As a complete and seamlessly integrated customer experience platform, NICE CXone allows us to respond to these challenges quickly and helps us standardize how we work and gain a complete view of our countries.”
    Darren Rushworth, President, of NICE International, said, “NICE is helping companies like Europcar consolidate their contact center operations to improve customer and agent experience globally while driving business efficiency.
  • By adopting NICE’s award-winning, scalable CXone platform, Europcar has standardized contact centers’ customer experience by offering state-of-the-art AI capabilities to a fully outsourced operational landscape.

Yale New Haven Health Advances Breast Cancer Screening Goals with Commure

Retrieved on: 
Wednesday, November 29, 2023

Ensuring consistent adherence to breast cancer screening appointments remains challenging, with common barriers to care access and patient participation including ethnicity, language, and socioeconomic status.

Key Points: 
  • Ensuring consistent adherence to breast cancer screening appointments remains challenging, with common barriers to care access and patient participation including ethnicity, language, and socioeconomic status.
  • “With Commure Engage, we were able to change how we communicate with patients about their upcoming breast imaging appointments across our entire health system.
  • In breast imaging, this means more patients are keeping their breast cancer screening and diagnostic imaging appointments, improving our opportunities for radiologists to catch these critical diagnoses earlier,” said Dr. Jay Pahade, medical director of radiology quality and safety for Yale New Haven Health.
  • Explore our case study to dive deeper into the partnership between Yale New Haven Health and Commure Engage and the positive results of the initiative on breast cancer screening efforts.

Cognigy Receives 2023 Conversational AI Excellence Award from CUSTOMER Magazine

Retrieved on: 
Wednesday, November 29, 2023

Conversational AI leader Cognigy announced today that TMC , a global, integrated media company, has named Cognigy.AI as a 2023 Conversational AI Excellence Award winner, presented by TMC’s CUSTOMER magazine .

Key Points: 
  • Conversational AI leader Cognigy announced today that TMC , a global, integrated media company, has named Cognigy.AI as a 2023 Conversational AI Excellence Award winner, presented by TMC’s CUSTOMER magazine .
  • The 2023 Conversational AI Excellence Award recognizes tools, platforms and applications that contribute to the delivery of Conversational AI solutions.
  • View the full release here: https://www.businesswire.com/news/home/20231129518467/en/
    Cognigy has received the 2023 Conversational AI Excellence Award from CUSTOMER Magazine.
  • (Graphic: Business Wire)
    “We are honored to win a Conversational AI Excellence Award from CUSTOMER Magazine," said Philipp Heltewig, CEO and co-founder of Cognigy.

CommunityWFM and Newbridge Business Solutions Create Partnership to Jointly Pursue Growth Opportunities

Retrieved on: 
Wednesday, November 29, 2023

CommunityWFM, one of the premier contact center workforce management software solutions in the industry, today announced that it has formed a new partnership with Newbridge Business Solutions.

Key Points: 
  • CommunityWFM, one of the premier contact center workforce management software solutions in the industry, today announced that it has formed a new partnership with Newbridge Business Solutions.
  • Companies select Newbridge to create and maintain their entire contact center technology stack through seamless and professionally managed integrations.
  • The partnership between the two companies creates a strategic opportunity for CommunityWFM to pursue new markets and endeavors.
  • “CommunityWFM is an ideal fit for our customer centric business model,” said Steven Cramer, Chief Information Officer of Newbridge.

Amazon Connect Introduces Generative AI Capabilities to Help Organizations Boost Worker Productivity, Save Costs, and Improve Customer Service Experiences

Retrieved on: 
Tuesday, November 28, 2023

Lastly, Amazon Connect Customer Profiles—an Amazon Connect feature that enables agents to deliver faster, more personalized customer service—now creates unified customer profiles from disparate software-as-a-service applications and databases.

Key Points: 
  • Lastly, Amazon Connect Customer Profiles—an Amazon Connect feature that enables agents to deliver faster, more personalized customer service—now creates unified customer profiles from disparate software-as-a-service applications and databases.
  • The new generative AI capabilities of Amazon Connect include:
    Amazon Q in Connect: generative AI to assist agents with recommended responses and actions for faster customer support.
  • Amazon Lex in Amazon Connect: generative AI to simplify bot building and create improved self-service experiences.
  • These new omnichannel communications—as well as the generative AI enhancements to Amazon Lex, Amazon Q in Connect, and Amazon Connect Customer profiles—are generally available.

Bright Pattern is Certified for ISO 27001

Retrieved on: 
Friday, December 15, 2023

SOUTH SAN FRANCISCO, Calif., Dec. 15, 2023 /PRNewswire/ -- Bright Pattern, leading provider of omnichannel communication software for innovative companies, received ISO 27001 certification. Bright Pattern delivers powerful ISO 27001 compliant call center software to businesses in all regions around the world, including North America, LATAM, APAC, and EMEA. Because of the international reach of Bright Pattern's customers, ISO 27001 certification is a key component of Bright Pattern's dedication to information security and compliance.

Key Points: 
  • SOUTH SAN FRANCISCO, Calif., Dec. 15, 2023 /PRNewswire/ -- Bright Pattern, leading provider of omnichannel communication software for innovative companies, received ISO 27001 certification.
  • Bright Pattern delivers powerful ISO 27001 compliant call center software to businesses in all regions around the world, including North America, LATAM, APAC, and EMEA.
  • Because of the international reach of Bright Pattern's customers, ISO 27001 certification is a key component of Bright Pattern's dedication to information security and compliance.
  • Aside from ISO 27001, Bright Pattern is also PCI , SOC 2 , TCPA , GDPR , and HIPAA compliant.

Leading Energy Distributor Jemena Partners with Startek to Reimagine Customer Experience

Retrieved on: 
Tuesday, December 12, 2023

DENVER, Dec. 12, 2023 /PRNewswire/ -- Startek® (NYSE: SRT), a global customer experience (CX) solutions provider, and Jemena, a leading Australian energy distributor, today announced the impact of their partnership designed to modernize customer experience delivery for Jemena Customers. This strategic collaboration reflects the Startek commitment to effectively combine people, technology and data to deliver customer experience excellence for leading brands.

Key Points: 
  • DENVER, Dec. 12, 2023 /PRNewswire/ -- Startek® (NYSE: SRT), a global customer experience (CX) solutions provider, and Jemena, a leading Australian energy distributor, today announced the impact of their partnership designed to modernize customer experience delivery for Jemena Customers.
  • This strategic collaboration reflects the Startek commitment to effectively combine people, technology and data to deliver customer experience excellence for leading brands.
  • The digital transformation of the Jemena customer experience combined with the transition of customer support to cloud-based technology has delivered a better, faster service for Jemena customers.
  • Download the case study to learn more about how Startek partnered with Jemena to deliver this digital transformation.

TELEO CAPITAL PORTFOLIO COMPANY, SHARPENCX, ACQUIRES PLUM VOICE

Retrieved on: 
Wednesday, November 15, 2023

BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").

Key Points: 
  • BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").
  • Headquartered in Boston, Massachusetts, Plum Voice is dedicated to enhancing business communication by offering AI-powered programmable communications, including advanced Interactive Voice Response (IVR) systems and conversational AI.
  • The integration of Plum Voice's wide range of telecom, conversational AI, and dialog management technologies will help empower Sharpen's customer base with more powerful solutions.
  • The combined technology has been adopted by organizations across various industries to improve customer service, increase efficiency, and drive digital transformation," stated TELEO Capital.

Businessolver Enhances MyChoice® Accounts HSA Investment Platform powered by DriveWealth and Sentinel Group

Retrieved on: 
Tuesday, November 14, 2023

DES MOINES, Iowa, Nov. 14, 2023 /PRNewswire/ -- Businessolver®, a leading provider of benefits technology and services through its proprietary platform, Benefitsolver®, has partnered with industry leaders DriveWealth® and Sentinel Group to expand its proprietary consumer directed healthcare accounts engine to include a native and fully integrated health savings account (HSA) investment experience. This means that participants manage their HSA claims and investments in the same place they enroll in and manage their entire health and welfare benefits package.

Key Points: 
  • MyChoice Accounts now features a more streamlined experience for HSA members who choose to take their pre-tax health spending account dollars to new levels.
  • Registered investment adviser (RIA), Sentinel Group, is a new partner that is monitoring a high-performing fund line-up, while the experience is powered by DriveWealth's forward-facing API-driven technology.
  • Sentinel Group monitors the options to provide optimized funds and multiple investment models.
  • "At Sentinel, we believe HSAs must balance a robust investment offering with an easy-to-use accountholder experience and the Benefitsolver platform delivers exactly that."

Dubai Electricity & Water Authority (DEWA), Avaya Discuss Enhancing Cooperation

Retrieved on: 
Thursday, November 9, 2023

Dubai Electricity and Water Authority (DEWA) and Avaya, a global leader in customer experience solutions, discussed their long-standing strategic partnership.

Key Points: 
  • Dubai Electricity and Water Authority (DEWA) and Avaya, a global leader in customer experience solutions, discussed their long-standing strategic partnership.
  • This occurred during a meeting between HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, and both Alan Masarek, CEO of Avaya and Nidal Abou-Ltaif, Senior Vice President – Global Head of Sales, Avaya, and President, Avaya International.
  • Based on Avaya technology, DEWA’s Customer Care Centre, delivered and managed by Moro Hub, a subsidiary of Digital DEWA.
  • The digital arm of DEWA was ranked among the top three Dubai government call centres in the assessment conducted by the Dubai Model Centre in partnership with Digital Dubai Authority.