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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.

Marketing Platform SuperPhone® Helps Coaches, Creators, Brands & Retailers Increase Customer Engagement and Drive Revenue Powered by Vonage

Retrieved on:

Thursday, November 9, 2023

Superphone, SMS, Human, Marketing, API, Human voice, IVR, Timeline for aircraft carrier service, Communication, Mobile phone, Vonage, Ericsson

HOLMDEL, N.J., Nov. 9, 2023 /PRNewswire/ -- Vonage , a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), announced today that SuperPhone ®, an all-in-one SMS marketing platform, powered by Vonage Communications APIs is helping brands increase engagement with customers, drive revenue and grow their business.

Key Points:

HOLMDEL, N.J., Nov. 9, 2023 /PRNewswire/ -- Vonage , a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), announced today that SuperPhone ®, an all-in-one SMS marketing platform, powered by Vonage Communications APIs is helping brands increase engagement with customers, drive revenue and grow their business.
"SuperPhone® was designed to support coaches, creators, brands and retailers build relationships and authentic connections with their audience at scale," said Ryan Leslie, CEO, SuperPhone®.
"Our platform needed to enable seamless communication at high volume, across channels, so choosing the right technology provider was key - and that's what we found in Vonage Communications APIs."
Vonage Communications APIs make it easy for businesses to enhance customer engagement by building video , SMS , messaging and voice experiences within any mobile, web or desktop application.

Bridger Insurance Services Chooses insured.io to Improve Self-Service Customer Experience

Retrieved on:

Tuesday, October 31, 2023

Mandalay Bay Convention Center, P&C, Insurance, Software as a service, Fintech, IVR, Policy, MGA, Organization, SMS, Research, Interactivity, Customer service, Mobile phone

Research Shows Automated Self-service and Proactive Outbound Messaging Improves Customer Experience

Key Points:

Las Vegas, Nevada--(Newsfile Corp. - October 31, 2023) - insured.io , provider of a cloud-based, omnichannel customer engagement platform for insurance organizations, today announced that Bridger Insurance Services has selected insured.io to provide Interactive Voice Response (IVR ) to improve the customer experience for its auto insurance customers.
"To retain insurance customers in today's competitive insurance marketplace, carriers must offer a variety of ways to engage.
Small to midsize insurance carriers and MGAs often face a deluge of customer calls, causing customer service strain and longer hold times.
Implementing the right IVR system delivers a cost-effective solution that automates many common customer service tasks and empowers policyholders to self-serve, reducing wait times and enhancing their experience.

TransUnion Report Shows Fraud Attacks on Financial Industry Call Centers Rising

Retrieved on:

Monday, November 6, 2023

Knowledge, Interactive voice response, KBA, Friction, CRM, Hood, IVR, City centre, Fraud, Organization, Risk, TransUnion, Online shopping

Because identity fraud in financial services, such as account takeover or synthetic identities, results in direct financial crime, the financial industry has an even more pronounced incentive to guard against fraud in call centers, but in a way that is as efficient as possible for financial services organizations and their customers.

Key Points:

Because identity fraud in financial services, such as account takeover or synthetic identities, results in direct financial crime, the financial industry has an even more pronounced incentive to guard against fraud in call centers, but in a way that is as efficient as possible for financial services organizations and their customers.
The survey showed that, for call center organizations operating in the financial industry, 90% of respondents indicated that new technologies for fraud detection should be seamless or invisible for customers when calling.
Nearly two-thirds of financial industry respondents and 70% of survey respondents overall would like authentication to begin before any agent interaction occurs.
TransUnion conducted an online survey in the summer of 2023 among contact center operations, customer experience, or information technology professionals.

CALLING ALL CONSUMERS WHO ARE FED UP WITH UNSOLICITED COMMUNICATION

Retrieved on:

Thursday, November 2, 2023

Desktop, Human, Fraud, Directory, Android, IOS, Erickson, Privacy, Language, IVR, National Consumer Law Center, FreeConferenceCall.com, Communication, Electronic Privacy Information Center, Online shopping, Mobile phone, AI

“I have always believed in our customer’s right to privacy and to not have their information exploited as the product.

Key Points:

“I have always believed in our customer’s right to privacy and to not have their information exploited as the product.
After experiencing over 20 years of industry transformation and greed, it is now my call to action to take on the communication companies that are selling access to me and everyone else.
The cloud-based service puts the user in control of who can access their personal contact information through customizable options and identity verification.
Download Phound today on iOS , Android and Desktop to take control of your privacy and know who’s calling.

Contact center market size to increase by USD 161.73 billion | North America will account for 34% of the market's growth during the forecast period - Technavio

Retrieved on:

Wednesday, November 1, 2023

Cloud, Computer security, Deployment, Growth, ASA, Analysis, USD, Component, CRM, IVR, Investment, ITSM, Geography

However, the inability to achieve an ASA is hindering the market growth.

Key Points:

However, the inability to achieve an ASA is hindering the market growth.
By geography, the market is segmented into North America, APAC, Europe, South America, and Middle East and Africa.
The stringent regulations regarding data protection are notably driving the market growth, although factors such as system integration and interoperability issues may impede the market growth.
Growth of the contact center market across North America, APAC, Europe, South America, and Middle East and Africa

Contact Center As A Service (CCaaS) Market to grow by USD 5.23 billion between 2023 - 2028| Driven by Increasing adoption of cloud-based offerings- Technavio

Retrieved on:

Tuesday, October 31, 2023

Social media, Financial services, Consumer, Radio, Tablet, Growth, City centre, Computer, USD, Component, IVR, BFSI, Video game, Online shopping, Health care, Geography, Insurance

NEW YORK, Oct. 31, 2023 /PRNewswire/ -- The Contact Center As A Service (CCaaS) Market is expected to grow by USD 5.23 billion, accelerating at a CAGR of 16.36% during the forecast period.

Key Points:

NEW YORK, Oct. 31, 2023 /PRNewswire/ -- The Contact Center As A Service (CCaaS) Market is expected to grow by USD 5.23 billion, accelerating at a CAGR of 16.36% during the forecast period.
A significant driver of growth in the CCaaS (Contact Center as a Service) market is the expanding adoption of CCaaS solutions within the media industry.
Buy full report here
One of the primary obstacles impeding the growth of the CCaaS (Contact Center as a Service) market is the intricate nature of integrating CCaaS solutions.
Key Companies in the Contact Center As A Service (CCaaS) Market:

pVerify Announces Partnership with Etactics to Offer Electronic Claims Submission

Retrieved on:

Tuesday, October 31, 2023

IVR, Health, Partnership, API, Health insurance, Online shopping

TUSTIN, Calif., Oct. 31, 2023 /PRNewswire/ -- A division of DoseSpot, pVerify, Inc., the leader in all-payer, real-time patient insurance eligibility, coverage discovery, and prior authorization in API and cloud-based portal environments for medical, dental, and vision providers, announces a partnership with Etactics to offer claims submission and denials management capabilities. pVerify, Inc. serves over 25000 providers who rely on the platform for delivery of faster patient care by accessing integrated tools that ensure coverage accuracy during the patient intake and onboarding process.

Key Points:

Etactics, an Ohio-based medical insurance claims clearinghouse innovator, is renowned for its superior customer service in an age where impersonal IVR and mysterious ticketing systems are prevalent.
Etactics' clearinghouse features thousands of claims connections for the benefit of large and small providers nationwide.
The partnership with Etactics allows us to confidently connect them to a like-minded organization who brings extreme customer focus to claims processing and denials management" said Jay Nitturkar, CEO of pVerify.
Combining pVerify with Etactics' Claim Submission and Denial Management tools will go a long way in improving overall profitability of healthcare providers.

Invesco Mortgage Capital Inc. To Announce Third Quarter 2023 Results

Retrieved on:

Monday, October 30, 2023

IVR, NYSE, Management

ATLANTA, Oct. 30, 2023 /PRNewswire/ -- Invesco Mortgage Capital Inc. (NYSE: IVR) will announce its third quarter 2023 results Monday, November 6, 2023, after market close.

Key Points:

ATLANTA, Oct. 30, 2023 /PRNewswire/ -- Invesco Mortgage Capital Inc. (NYSE: IVR) will announce its third quarter 2023 results Monday, November 6, 2023, after market close.
A conference call and audio webcast to review third quarter 2023 results will be held on Tuesday, November 7, 2023, at 9:00 a.m.
Scheduled to speak are John Anzalone, Chief Executive Officer; Lee Phegley, Chief Financial Officer; Brian Norris, Chief Investment Officer; Kevin Collins, President; and David Lyle, Chief Operating Officer.
A presentation will be available on the Company's Web site at www.invescomortgagecapital.com prior to the call.

New 8x8 XCaaS Cloud Contact Center and Unified Communications Platform Innovations Create Tailored, Enhanced Customer and Employee Experiences

Retrieved on:

Thursday, October 26, 2023

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the latest 8x8 XCaaS ™ (Experience Communications as a Service™) integrated cloud contact center and unified communications platform innovations for enhanced customer and employee experiences, including AI-powered voice conversational self-service and the ability to elevate contact center interactions to video, further integrations with Microsoft Teams, and 8x8 video meeting enhancements.

Key Points:

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the latest 8x8 XCaaS ™ (Experience Communications as a Service™) integrated cloud contact center and unified communications platform innovations for enhanced customer and employee experiences, including AI-powered voice conversational self-service and the ability to elevate contact center interactions to video, further integrations with Microsoft Teams, and 8x8 video meeting enhancements.
New generally available updates for 8x8 Contact Center include:
AI-powered Voice Self-Service Enhances Customer Experiences: Recently announced, voice self-service is now available for 8x8’s conversational AI solution, 8x8 Intelligent Customer Assistant .
The new solution embeds 8x8 secure video interaction capabilities directly into 8x8 Contact Center, allowing organizations to easily and seamlessly add video for enhanced first contact resolution.
8x8 customers can register for the upcoming 8x8 webinar to learn more about the latest customer and employee experience enhancements to the 8x8 XCaaS platform.