Connect

APRIL 18, 2024

By Martin Cross, CTO at Connect. Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

CSM Magazine

OCTOBER 10, 2023

As a Visa Direct Preferred Partner, Encoded is able to offer instant peer-to-peer payments via its Gateway Services API, as a well as being able to leverage the expertise and insight of the Visa Direct team to provide an exemplary money movement solution to customers.

Banking 59

Banking APIs Interactive Voice Response Sales 59

Tethr

DECEMBER 8, 2021

Steve Trier, Chief Product Officer, said “everything you need to know about your customers, products, service agents, sales reps, and customer-facing business processes is right at your fingertips. Tethr directly impacts customer churn, sales conversion, service costs, and employee performance”. Adam Larsen, Tethr CTO.

Analytics 93

Analytics Enterprise Sales Customer Care 93

TechSee

APRIL 21, 2023

A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. What about the hundreds of thousands of field service vehicles constantly in circulation?

Transportation 109

Transportation Government Engineering Accountability 109

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. by Mimi Lettunich.

Customer Service 153

Customer Service Technology Analytics Customer Care 153

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. The articles are followed by a complimentary copy of the 2020 Gartner Hype Cycle for Customer Service and Support Technologies report, which per our understanding tracks key technologies along their adoption cycle.

Contact Center 108

Contact Center Technology contact center solutions Cloud contact 108

Spearline

AUGUST 26, 2021

Excellent customer service is a core component for a business to run successfully. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper. Here they asked multiple businesses to share some of their favorite pieces of advice for improving customer service over the phone. The first is a big topic.

Customer Service 98

Customer Service Multichannel Telecommunications Call Center 98

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. with higher levels of intelligence.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

Aspect

MARCH 23, 2020

We may not be solving world hunger, but we are helping our customers do critical work: They put food on grocery shelves, service the public clouds that keep our businesses and schools running, provide critical telco and internet infrastructure around the globe, provide financial services that keep our global economy moving and so much more.

Contact Center 143

Contact Center Surveys Technology 143

AWS Machine Learning

MAY 10, 2023

This is a guest post co-written with Trey Robinson, CTO at Sleepme Inc. Sleepme is an industry leader in sleep temperature management and monitoring products, including an Internet of Things (IoT) enabled sleep tracking sensor suite equipped with heart rate, respiration rate, bed and ambient temperature, humidity, and pressure sensors.

Engineering 62

Engineering Enterprise Management Marketing 62

Spearline

MARCH 27, 2023

(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

ConvergeOne

FEBRUARY 16, 2021

Further, the CTO is looking for security, switching, and wireless infrastructure that can be managed via a centralized, cloud-delivered dashboard. Finally, given the vicious and competitive nature of high-end clothing design, the CTO would like a solution that can help maintain the physical security of their environment.

Wireless 82

Wireless Finance APIs Engineering 82

CSM Magazine

APRIL 14, 2021

Former Deko and Lebara Money CTO will spearhead technology strategy and innovation. PCI Pal , the global cloud provider of secure payment solutions for business communications, today announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company. About PCI Pal.

Finance 52

Finance Government SaaS Engineering 52

AWS Machine Learning

APRIL 6, 2023

While keeping a constant collaborative workstream with our team, MLSL helped us with upskilling our professionals when it comes to scientific excellence and best practices on ML development using AWS infrastructure.” – Bart Zeeman, Strategist and Analyst at CTO office in NXP Semiconductors. This is a joint post by NXP SEMICONDUCTORS N.V.

Sales 78

Sales Metrics APIs Marketing 78

Spearline

SEPTEMBER 11, 2019

Josh O’Farrell is joined by Matthew Lawlor, who has a chat about the role of a CTO and Mike Palmer, discussing on how remote working can benefit your company. We support business sectors, such as contact centers, conferencing services, and others, in successfully connecting with their customers. New to Spearline?

Telecommunications 74

Telecommunications Contact Center Technology 74

CSM Magazine

DECEMBER 2, 2020

The human resource plays a major role in business success especially, the CTO. So, what is a CTO , why should any business invest in a reputable, qualified, and experienced one, and what are the key solutions for any business? Customer service. A business entity should have a well trained and experienced customer service team.

Sales 52

Sales Enterprise Technology Analytics 52

Solvvy

MAY 20, 2022

Next, I want to thank my co-founder/ CTO Justin Betteridge. It is not mere lip service. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! And today, it’s official! Building an early-stage company is full of risks and challenges.

SaaS 126

SaaS B2B Management Marketing 126

Spearline

DECEMBER 18, 2019

Many Spearliners are WIT graduates including Co-Founders, Kevin Buckley, Chief Executive Officer (CEO) and Matthew Lawlor, Chief Technical Officer (CTO), as well as Liam Dunne, Chief Commercial Officer (CCO). I applaud the company for this rapid growth and for its success in servicing clients all over the world from its base in West Cork.

Sales 94

Sales Technology 94

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. Feedback from customers early in the development process helps minimize wasted cycles.

SaaS 52

SaaS Analytics Customer centricity Engineering 52

Eptica

MARCH 13, 2019

Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Author: Pascal Gauvrit - CTO The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Published on: March 13, 2019. Documentation.

Customer Experience 76

Customer Experience SaaS Best practices Personalization 76

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Doing this successfully is obviously central to providing excellent customer service, and to achieve this there are three important areas to consider: 1. Published on: October 02, 2019.

Self service 76

Self service Best practices Analytics Surveys 76

CX Global Media

JUNE 20, 2017

During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. As younger generations, that are native to technology, become mainstream participants in society, good self-service can be beneficial for customers and the contact center. You need to focus on making your chatbot contact center smart.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Author: Pascal Gauvrit - CTO Artificial intelligence is one of the most-talked about topics in the world today, with stories about its benefits and potential negative effects continually cropping up in the news agenda.

Chatbots 55

Chatbots Best practices Engineering Education 55

Spearline

OCTOBER 8, 2019

To think it all began between two friends - Co-Founders Kevin Buckley, CEO and Matthew Lawlor, CTO - in a small West Cork town. The platform now automatically tests all outbound/dial-out services, across all of your national and international carrier interconnects. It’s all bright horizons for Spearline and the platform.

Telecommunications 79

Telecommunications Benchmark Contact Center Customer Experience 79

Fonolo

OCTOBER 4, 2017

10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. It looks like Avaya met their challenge successfully and will be exiting bankruptcy soon. More importantly, they managed to shake off a large portion of their debt, and set their sights on an IPO in early 2018.

Marketing 173

Marketing Call Center APIs Benchmark 173

Interactions

DECEMBER 16, 2021

When a consumer contacts customer service of a company they do business with, they have one simple objective: they want to get an answer to a question in a fast, timely and efficient manner. Anoop Tripathi, CTO. Whether it’s an insurance company, a retailer, or a hospital, this trend remains constant across the board. .

Government 62

Government Average Handle Time Enterprise Technology 62

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October. The 2019 Eptica Digital Trust Study also demonstrated the importance of customer service to trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Eptica

MARCH 6, 2019

Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Author: Pascal Gauvrit - CTO Across the globe and in every sector, customer expectations are rising. Published on: March 06, 2019. million contacts every month.

Customer Service 65

Customer Service Best practices Accountability outsourcing 65

TechSee

AUGUST 19, 2019

When a company’s AI project is focused on customer service, it risks a double whammy if it fails: not only the wasted time and resources, but also embarrassment and frustration which can severely damage the brand and lead to higher customer churn. But the path of a successful AI Proof of Concept is often a bumpy one.

Customer Service 111

Customer Service Chatbots B2C Contact Center 111

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. This scenario is real, widespread, and is likely the reason for high attrition rates in the customer service industry. This is why empowering a customer service team can be key to the overall success of any company. Increased Customer Satisfaction.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Amity

JULY 12, 2018

The sales process is a good time to see if the service you’re considering can support you in the right way. When you’re in a store, the process from browsing to buying is pretty unremarkable. It’s a simple transaction with the swipe of your credit card. It takes significant long-term investment and commitment.

APIs 60

APIs Engineering CRM B2B 60

Spearline

JANUARY 25, 2022

Matthew Lawlor, Co-Founder, and CTO at Spearline, explains how. Only servers and PRI lines with excellent service levels are certified and put into production. . To combat this, tens of thousands of tests are carried out per day through routes in over 67 countries to ensure phone lines are working.

Contact Center 52

Contact Center Metrics Service level 52

Spearline

JULY 22, 2021

Matthew Lawlor, Spearline CTO and Co-founder believes that it is essential to respond to customer needs promptly and actively works to ensure that the relevant infrastructure has been established in each country. Customers receive realtime alerts as soon as an issue is detected and these can be used to escalate the problem to the carrier.

Telecommunications 52

Telecommunications Customer centricity Enterprise Marketing 52

Spearline

JULY 20, 2021

Matthew Lawlor, Spearline CTO and Co-founder believes that it is essential to respond to customer needs promptly and actively works to ensure that the relevant infrastructure has been established in each country. Customers receive realtime alerts as soon as an issue is detected and these can be used to escalate the problem to the carrier.

Telecommunications 52

Telecommunications Customer centricity Enterprise Marketing 52

Spearline

AUGUST 25, 2020

As the summer of 2020 comes to a close, moving into the winter months, I have been reflecting on the progress Spearline has made since I co-founded it alongside my college friend and now business partner, Matthew Lawlor, Chief Technical Officer (CTO), back in 2003. We have been described as ahead of our time. New to Spearline?

Telecommunications 52

Telecommunications industry standards Benchmark Enterprise 52

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Eptica

NOVEMBER 28, 2018

Date: Wednesday, November 28, 2018 Author: Pascal Gauvrit - CTO Can your customers trust you? Author: Pascal Gauvrit - CTO It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. GDPR and CX - six months on. Published on: November 28, 2018.

Best practices 66

Best practices APIs Personalization Analytics 66