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When it comes to customer experience management, replying to an incident in real-time is imperative as to reduce frustrations from customers. Predicting and fixing issues before they even become visible to a customer is even more favourable, says Neven Stipčević, CTO of Bulb Technologies, (more…)
Artificial intelligence, 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. (more…)
Lidl UK launches artificial intelligence wine chatbot to guide UK customer purchases with Aspect Software
Aspect Software has partnered with the UK’s fastest growing retailer, Lidl UK, to deliver a fully automated, artificial intelligence (AI)-powered, Facebook Messenger chatbot, which will help UK customers easily select the best wine for their meal or moment. (more…)
Customer engagement centres must develop a robust self-service platform in order to deliver a strong customer experience and deliver an effective omni-channel experience. This is according to Stephen Ball of Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimisation and self-service solutions. (more…)
Modern consumer-like software tools make happier, more productive customer service agents, research shows
Aspect Software, a provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, released the findings of a new study with Pelorus Associates, which quantifies the value of modern agent engagement technology. (more…)
Aspect Software, a provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, has announced the general availability of Aspect EQ Workforce Optimization (WFO) 8.2. Enhancements include new gamification features, highly accurate labour forecasting for non-voice channels, and tighter integration among WFO components to keep the contact centre operating at peak efficiency. (more…)
Improving customer service and support stands as one of the top three business drivers of cloud projects in the UK, just behind enhancing business continuity and replacing legacy IT technologies, according to the latest research from the Cloud Industry Forum (CIF). (more…)
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