Tag: Customer service

Alvaria and UJET partner to elevate cloud contact centre capabilities

Alvaria has partnered with UJET to deliver an integrated platform to enhance compliance, optimize outbound engagement, and redefine how businesses connect with customers.This partnership combines Alvaria’s compliant outbound technology with UJET’s advanced AI-driven contact centre capabilities, providing a solution that...

This week in CX: smaller raises, AI bosses & office debates 

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the widespread misconceptions about the downfall of DEI, the growing trust in AI for critical workplace decisions, and the debate over whether office...

Intermedia redefines Microsoft Teams with unified communications and contact centre integration

Intermedia Cloud Communications has introduced the industry’s first fully embedded unified communications (UC) and customer experience (CX) solution within Microsoft Teams. This move allows businesses to streamline operations, enhance productivity, and improve customer interactions—all from within the familiar Teams interface.“Our...

Leveraging customer feedback loops to drive business growth

To keep pace with your competition, every business must continuously adapt and improve. And to boost your business success, it is crucial to understand the requirements of your target audience. A recent report highlighted that more than 89% of companies...

Support teams are embracing AI—are you?

The latest report by Intercom highlights that in the past year, 76% of support teams have invested in AI for customer service—a sharp increase from 56% in 2023. This surge in adoption highlights a rapid shift as teams realize that...

Combining AI and the human touch will drive public sector efficiency  

At the end of last year, chancellor Rachel Reeves announced a crackdown on government ‘waste,’ instructing departments to deliver 5% efficiency savings to safeguard funding for key public services. The directive, part of a budget review concluding this June, has...

Alvaria and Zoom join forces to redefine customer engagement in contact centres

Alvaria has partnered with Zoom to equip enterprises with tools for driving customer engagement and improving operational efficiency. By combining Alvaria’s compliant outbound solutions with Zoom’s communication technology, the collaboration provides businesses with flexible, secure, and scalable solutions tailored to...

This week in CX: Is employee appreciation being done right?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the impact of interactive apps, business growth plans, and employee appreciation levels in different regions.We’re also discussing new updates from PwC, Gartner and...

Wunderkids rolls out Tidio AI chatbot to solve customer service woes

Wunderkids has deployed Tidio’s AI powered chatbot to accelerate its customer service. The small team behind the online retailer of high end baby play matts had struggled to respond to a high volume of product-related customer queries, Wunderkids’, quickly identified Tidio,...

Zurich Insurance ‘thinks global, acts local’ with CX strategy

Zurich Insurance by anyone’s standards is a hugely successful firm. It has nearly 60,000 employees, a presence in 200 countries and operating profit at the end of 2023 of $7.4 billion — a 21% upsurge on the previous year. Unfortunately, success...