Reinventing Outbound Dialing

By Danny Singer Every now and again a new idea comes along that changes the rules of the game. For contact centres using predictive dialers to make calls, such an idea is just about to explode onto the scene. It is called Live Person Detection (LPD) and it will reduce …

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Salesforce Introduces Service Cloud Workforce Engagement

SAN FRANCISCO, CA—Salesforce.com has introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right contact centre agents based on skills and service channel. With COVID-19, contact centres are dealing with …

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Verint Introduces Digital Behavior Analytics

MELVILLE, NY—Verint Systems has added Digital Behavior Analytics to its Experience Cloud solution to create a deep, insightful and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps and other actions so organizations can see and analyze how customers navigate digital properties, …

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Socialbakers Adds Conversational AI Chatbots

NEW YORK, NY–Socialbakers has integrated conversational artificial intelligence (AI) chatbot technology into the Socialbakers Suite. The addition enables marketers to automatically identify unanswered questions and instantly respond to frequently asked questions (FAQs). AI chatbots improve the customer experience and save time by swiftly responding to huge volumes of queries. In …

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Verint, Avaya to Tightly Integrate KM, CCaaS Products

MELVILLE, NY and RALEIGH-DURHAM, NC—Verint has expanded its partnership with Avaya to integrate Verint Knowledge Management with Avaya OneCloud CCaaS. Verint Knowledge Management uses patented, artificial intelligence (AI)-infused search technology to create a more automated, natural, and innovative way to connect people to knowledge. It is an easy-to-use solution that …

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Remote Workers Under Cyberattack: ESET Report

TORONTO, ON–After months of abusing the COVID-19 theme in their campaigns, cybercriminals appear to have returned to their usual tactics in the third quarter of 2020. And according to ESET’s just released Q3 2020 Threat Report an area where the risks remain particularly high is remote work. ESET telemetry showed …

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National Bank to open a call centre in Sherbrooke

200 jobs created and opening planned for summer 2020 MONTREAL, QC–National Bank announced today that it would be opening a new call centre in Sherbrooke. The project represents an investment of $4.7M and will create 200 jobs in the region. The opening is planned for summer 2020. The centre will …

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Navigating outsourcing

By Corey Kotlarz Think about your last handful of interactions with a customer support representative. You probably think you know which of those conversations featured a company employee working out of a corporate office. You’re probably wrong. In reality, more and more companies are adopting and expanding call centre outsourcing …

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The three key innovation CX trends for 2019

By Stephen Loynd The customer experience (CX) team at Frost & Sullivan has seen three important innovation trends come across our desks in 2018, each of which has resulted in detailed white papers. We recommend that Canadian organizations examine each of them, as they will be impacting enterprise CX strategies …

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Creating a high-value, digital-ready contact centre

By Rob Daleman Based on overall revenues and market size, the Canadian domestic contact centre market continues to face headwinds. IBISWorld recently reported that the Canadian telemarketing and contact centre industry shrank by -3.2% from 2014 to 2019 and it predicts additional declines through 20241. The continued slowdown in domestic …

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