Facebook and web lead the way for UK customer experience – email and Twitter lag behind

New Eptica study finds 89% of consumers will switch brands if trust breaks down Reading, UK, 21 March 2019 – UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study. While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical…

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Amplience partners with QUIZ to improve customer experience and campaign velocity

The Scottish based fast-fashion brand will use the Amplience platform to deliver agile, on-trend campaigns and seamlessly served content London, UK, 13 February 2019 – Amplience, the leading Content Management Solutions provider, announces it will be working with fast-fashion retailer QUIZ to deliver a mobile optimized shopping experience. With 30 per cent of sales now online, online is the fastest growing part of the QUIZ business. Following rapid growth in mobile traffic over the past few years, further investment in digital is focused on improving and optimizing the production, management…

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Amplience helps DNA evolve their online customer experience

DNA is a Finnish telecommunications company that offers the full range of telecommunications services and devices to both consumers and business customers. As Finland’s third largest telco, the company places customer satisfaction at the heart of its products and online services. Customer experience has emerged as a defining characteristic of business, especially online. In Europe’s competitive telco market, it has become a key differentiator among companies that often share similar offerings. A homepage with generic, unchanging content is unlikely to engage digital shoppers, whereas a site with dynamic media personalised…

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UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

Research finds consumers happy to adopt automated channels such as Alexa-style voice assistants, self-service and chatbots Reading, UK, 10 October 2018 – New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the adult population this means brands need to respond to 463.5 million contacts every month, and the figure…

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Benefit Management Solutions transforms contact centre operations and customer experience with NewVoiceMedia

Benefits administration firm reports improved reliability and quality assurance after implementing the NVM platform LONDON 2 October 2018 – NewVoiceMedia, a leading global provider of cloud contact centre and inside sales solutions, today announced that New York-based benefits administration firm Benefit Management Solutions (BMS) is reporting improved contact centre reliability, productivity and quality assurance, along with significant cost savings, since implementing the NVM Platform. BMS provides a Benefit Service Centre for major employers, enabling clients’ employees to engage with Benefit Representatives who can deliver support for the companies’ benefits programmes….

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NewVoiceMedia partners with Rapid7 to transform its customer experience and contact centre operations

LONDON 18 September 2018 – NewVoiceMedia, a global provider of cloud contact centre and inside sales solutions, today announced that SecOps firm Rapid7 has selected the NVM Platform to deliver a personalised, exceptional experience to its globally expanding customer base. Rapid7 powers the practice of SecOps by delivering shared visibility, analytics and automation that unites security, IT and DevOps teams. Headquartered in Boston, Rapid7 serves more than 7,100 customers in 120+ countries, including 55 percent of the Fortune 100. Rapid7 selected NewVoiceMedia’s cloud contact centre solution for its integration with…

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SOLARWATT to transform service experience for European customer base with NewVoiceMedia

LONDON, 5 June 2018 – NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, is helping SOLARWATT GmbH enhance its customer experience and sales performance with its NVM platform. SOLARWATT, the Dresden-based leading manufacturer and supplier of photovoltaic systems, signed an agreement for NewVoiceMedia’s cloud contact centre solution to provide a state-of-the-art customer experience, while improving its sales performance, operational efficiencies and team productivity across Germany, Continental Europe and the UK. Following an extensive evaluation, the company chose NewVoiceMedia for its industry-leading CRM integration, flexibility, scalability…

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Qudini showcases Cloud Based Customer Experience Engagement Platform with Star Micronics at RBTE 2018

High Wycombe, UK, 24 April 2018 International POS printer manufacturer Star Micronics has today announced that it will be partnering with Qudini, an award-winning London-based SaaS customer experience management company offering queue management and appointment booking software to retailers, at RBTE 2018 (2 – 3 May, Olympia, London) on Stand F100. Qudini will be showcasing its cloud-based customer experience management platform with Star’s TSP700II LAN printer. This platform enables retailers to reduce customer walkouts, increase conversions and optimise efficiencies within the store environment through its array of appointment and event…

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Improving customer experience is top digital transformation objective for half of manufacturers

68 per cent of manufacturing and engineering companies are confident about change as industry 4.0 advances. London, UK – 23 April, 2018 – Britain’s manufacturers finished 2017 with the strongest three months of growth since 2014, according to the most recent figures from The Markit/CIPS UK manufacturing PMI barometer, as resurgent Eurozone growth lifted demand for goods[1]. Reflecting this recent uplift, research commissioned by Interoute, the global cloud and network provider, found that 68 per cent of manufacturing and engineering firms are confident about driving change. This is more than…

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Etiya to demo AI-based telco solution at Mobile World Congress

Amsterdam, Netherlands – February 8, 2018 – Etiya, the leading independent software vendor providing AI and catalog driven BSS/OSS, will showcase its artificial intelligence (AI)-driven customer experience management and self-care solution at Mobile World Congress in Barcelona. As announced in December 2017, Etiya and Openet are jointly providing a Telco as a Service (TaaS) solution, which has been built on the AI-driven end-to-end Digital Business Platform. The two companies now plan to demonstrate TaaS together at Mobile World Congress. TaaS is a cloud-based, modular solution that helps MVNOs and ‘digital…

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