S1, la empresa líder dedicada al desarrollo de plataformas para gestión de canales digitales estará presente como patrocinador, en la vigésimo segunda edición del evento organizado por el IMT (Instituto Mexicano de Teleservicios), que tendrá lugar en la ciudad de México desde el próximo 12 a 14 de marzo.
El evento que se realizará en el Hotel Camino Real Polanco tiene como slogan “The rebellion of the customers”. Los ejes temáticos están vinculados con las tendencias en big data, customer experience, internet de las cosas y otros temas de interés de la industria…
Madrid, 22 de noviembre de 2017 – SAP ha celebrado hoy a mediodía una nueva edición de los SAP Quality Awards, la cita anual en la que congrega a los protagonistas de los proyectos de despliegue y uso de su tecnología que han destacado por su excelencia. El encuentro ha tenido lugar en el Hotel Palace de Madrid, al que han acudido los galardonados y finalistas, miembros del jurado, así como directivos de SAP y de su ecosistema de partners.
Esta edición ha contado con la presencia de Adaire Fox-Martin, miembro del Consejo de Administración de SAP SE, Global Customer Operations. De entre los proyectos que han concurrido, el jurado, compuesto por miembros de las Asociaciones de Usuarios de SAP, tanto de España (AUSAPE), como de Portugal (GUSP), personas del entorno SAP y directivos de la compañía, ha seleccionado los 9 proyectos finalistas y dentro de ellos a los 3 ganadores.
Bright Pattern, award-winning provider of global contact center software, is pleased to announce opening a local office in Tokyo, Japan. Bright Pattern launched a local cloud point of presence in Japan early in 2017 and now has established an office.
“Japan has always been a strong market for the Bright Pattern product and our expansion and local office will provide close-knit and personalized support to our Japanese partners and direct customers,” said Konstantin Kishinsky, CEO of Bright Pattern.
Bright Pattern’s highly available and scalable solution is built for global enterprise-grade clients. “Global companies demand a high level of excellence for software reliability, security, compliance and manageability,” said Bright Pattern Product Manager, Sergey Menshikov
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, and Afiniti, the applied artificial intelligence company that transforms the way humans interact, have formed a new strategic partnership to deliver better customer experiences and optimize business results in Contact Centers.
The partnership will mean that joint customers can activate Afiniti’s Enterprise Behavioral Pairing rapidly and efficiently within their Altitude contact center environment. Altitude’s customer interaction management solutions can now be pre-installed with Afiniti’s artificial intelligence solution, which is used to discover, predict and develop knowledge of patterns of interpersonal behavior to pair customers with agents in contact centers, and to significantly improve contact center performance.
DATAMARK, Inc., a global provider of business process outsourcing (BPO) and contact center services, was featured in the cover story of CIOReview Magazine’s July 2017 contact center technology special edition. DATAMARK was selected for the magazine’s list of the 20 Most Promising Contact Center Technology Solution Providers for 2017.
The cover article, featuring an interview with DATAMARK President Bill Randag, chronicles DATAMARK’s continued expansion into the outsourced contact center space. DATAMARK provides contact center services to clients across a wide variety of sectors, including: inbound customer service for financial, healthcare and retail services, government 311 non-emergency hotlines, customer support for telecommunications companies and marketing fulfillment programs, and over-the-phone language interpretation services.
Teleperformance specializes in delivering superior omnichannel customer experience designed around people interactions. The company’s commitment to customer value is exemplified by its technology expertise, process excellence, global footprint, and capability to customize for local markets.
Mr.Krishna Baidya, Head of Customer Contact Research, Digital Transformation Practice – Asia Pacific at Frost & Sullivan said that whilst the company focuses on core customer service delivery, it continues to expand its scale and strengthen solutions portfolio.
“With the most extensive geographic footprint in the industry, Teleperformance continues to dominate the market while offering diversified experience across vast range of verticals. Its strategic vision, commitment to the client successes and focus on innovation, allow the company to differentiate itself in the Asia Pacific region and achieve exemplary growth. Much of its success was based on its strong capabilities in deploying best-in- class tools and offerings in local languages and deep understanding of the Asia-Pacific market and specific customer needs in those markets.”
Nixxis, a leading publisher of contact center software, active in 30 countries and with a growth of 20% in 2016, announced today the opening of a new office in Istanbul, Turkey. The new location enables Nixxis to broaden its international presence and supports the company’s growth strategy.
Turkey is currently still undergoing strong economic development and the contact center industry is one of the most dynamic sectors in the country. By establishing a new office in Istanbul, Nixxis will contribute to the development of the local outsourcing business and give an exceptional competitive advantage to its customers.
Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM BPO) in Latin America, and one of the three top providers worldwide, has been recognized for the third consecutive year as Agency of the Year in the Call Center/Contact Center Category by the Brazilian Association of Direct Marketing (ABEMD)
The prize was granted at the awards ceremony of the 23rd edition of the ABEMD awards, held last night in Sao Paulo. The company also won five ABEMD awards for the customer experience solutions developed in collaboration with clients from different sectors.
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is opening the Americas Innovation Lab, a new solution development center in São Paulo, Brazil.
The Americas Innovation Lab main goal is to develop and bring to market local digital transformation knowledge and capabilities, and to accelerate innovative processes and solutions for introduction in the regional and global market.
“The rules of customer engagement are changing fast. Altitude, together with leading companies and organizations across Latin America, is developing solutions that leverage digital transformation and social and economic change, to innovate in the acquisition and retention of customers” states Alfredo Redondo, Altitude CEO. “The Americas Innovation Lab will accelerate the productization and worldwide adoption of solutions and technologies first developed in the region”.
Atento S.A. has partnered with MediaMarkt, a leading consumer electronics distribution company, to strengthen its customer relationship strategy and enhance the quality and efficiency of its service in Spain.
Atento will manage MediaMarkt’s customer relationship service in Spain with a team of highly qualified professionals who will support the company’s e-commerce platform and manage customer service for the Digital Store, a new digital and multichannel store concept in which technology and experience are paramount. Atento will manage the telephone and digital channels (e-mails and chat), and will provide assistance to users during their shopping experience on the MediaMarkt website.
Contact center executives face challenges with delivering an effortless on-demand experience for customers, while continuing to operate efficiently, results of the third biennial Deloitte 2017 global contact center survey found. The survey, published this week, found that, in a continued trend, customer experience is driving all business decisions, with the daunting task of meeting the demands of high-touch customers who require speed and accuracy.
The survey polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Among respondents, more than 80 percent cited improving customer experience as the largest driver of investment, as opposed to 3 percent who are focused on revenue growth. As customer needs for on-demand communications grow, phone dominance continues to decline, so contact centers should embrace omnichannel strategies to interact with their customers.
SAP SE (NYSE: SAP) today announced that it is continuing to help businesses “run live” with its Next-Generation Support approach.
The Expert Chat service – a live chat function that connects SAP customers to technical support experts instantly – helps resolve incidents nearly twice as fast as those reported through traditional support channels.
From simple to complex problems, Expert Chat enables SAP customers to get the help they need faster. Most notably, incidents that had required more than one interaction through traditional support methods performed best. Currently, the Expert Chat service is available for all support levels and almost all solutions.
Industry research firm Gartner, Inc. placed Conduent Incorporated (NYSE: CNDT), in the Leaders Quadrant of its March 2017 Magic Quadrant for Customer Management Contact Center BPO (Business Process Outsourcing), Worldwide.
The Magic Quadrant is a proprietary research tool developed by Gartner that evaluates companies on completeness of vision and ability to execute. “Companies today are struggling to meet the demands of a personalized, on-demand, multichannel customer experience,” said Christine Landry, general manager, Commercial Sector, Conduent.
For the second straight year, Associated Bank’s contact center operations have been recognized for customer service excellence in its live phone channel by the J.D. Power Certified Contact Center Program.SM
As part of its rigorous evaluation, J.D. Power conducted a detailed operational evaluation that included recruiting, training, management and quality assurance capabilities. The process also included a random survey of Associated Bank customers who recently called its contact centers in Green Bay, Wis., and Stevens Point, Wis. Associated Bank ranked in the top 20 percent of all benchmarks.
Pharmacy giant Walgreens is adding 150 new jobs at its high-tech customer contact center in Muscle Shoals, pushing the total workforce at the Northwest Alabama facility to around 600, officials announced.
Deerfield, Illinois-based Walgreens, the second largest U.S. pharmacy chain, is seeking to fill the customer care advisor positions at the center immediately. Applications can be filed online. Shoals officials said the customer contact center is a major employer in the region and its expansion is welcome news.
“To have a known company such as Walgreens select Muscle Shoals as a growth center is a testament to the state’s and community’s ‘can do’ attitude,” said Forrest Wright, president of the Shoals Economic Development Authority …
Ore.Leading ethics and compliance software and services company NAVEX Global® today announced that it will expand its operations in Rexburg, Idaho, to meet the demands of the company’s rapidly growing business and expanding global customer base.
NAVEX Global is the world’s largest provider of whistleblower hotlines and operates contact centers in Charlotte, North Carolina, Norcross, Georgia, and Lisbon, Portugal. The company expects to add between 80 and 100 new employees to staff a new contact center in Rexburg.
Employees at the 3,630-square-foot contact center, located at 36 Professional Plaza, will field calls from NAVEX Global’s Incident Reporting Hotline and administer business-to-business insurance claims for NAVEX Global’s NetClaim business unit. The company will also add approximately four new pre-sales positions to support the company’s core business. Read more