is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Bright Pattern

for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research Bright Pattern congratulates

Enterprise Rent-A-Car – Customer Experience Review


You are about to read my Customer Experience Review of Enterprise Rent-a-Car – another well-known name in the vehicle hire industry. Enterprise Rent-A-Car , Unit 5-6, Hartford Way, Sealand Industrial Estate, Chester CH1 4NT. Would I use Enterprise again?

Impact of Net Neutrality on the Enterprise - Our UCStrategies Podcast

Jon Arnold

The same applies for the workplace, and these changes are going to have implications for the nature of Internet services used by enterprises as well as the providers we get them from. Pretty timely topic here given the recent FCC rollback of Net Neutrality. It's a true cornerstone of the Internet as we know it, but that's about to change, and as consumers, we all have cause for concern.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced.

Is the Enterprise MoNage-Ready?

Jon Arnold

I've also been active with several other industry events lately, and based on all this, my message is about how enterprises should be looking at these technologies, especially for how they can enhance collaboration. That's the title of my current contribution to the UCStrategies portal, where I've been a UC Expert since 2013. I publish monthly there, plus I participate in our Industry Buzz podcasts regularly.

Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service.

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Contact Center Pipeline

Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement.

This Week in Enterprise Tech with inContact


Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. The post This Week in Enterprise Tech with inContact appeared first on inContact Blog. Advantages of the Cloud Contact Center Management Customer Experience Events General Trends & Insights Using the inContact Platform CEU Cloud Contact Center Solutions Enterprise Connect InterviewRajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr.

ITExpo Preview #3 - The Rise of Messaging in the Enterprise

Jon Arnold

Here's the final preview post for the sessions I'll be moderating next week at ITExpo in Fort Lauderdale. We're getting our share of snow here in Toronto, so let's just say the change of scene will be nice! This session will be on the Friday at 11am in Room 210, and joining me will be David Frankel of ZipDX , Brad Blanken of , and David Walsh of VoIP Innovations. More detail about the session and the expo in general can be found in the Event Calendar section of my website.

The customer conniption! Identifying the ‘final straw’ moment


The company I have been using for the last two years is Enterprise Rent a Car. In 2017, Enterprise secured over 80 days of car rental from Ian Golding – I would guess that makes me a significant customer. The Enterprise staff member at Manchester Airport was very understanding.

Delivering the Goods with a Supply Chain Control Tower and Cloud Communications


Business Enterprise Messaging Real-time Communications SMS Voice logisticsEach time you take a product home from the store, you are at the end of a remarkable series of events. The modern supply chain is complex, efficient and, too often, one false step away from disaster.

2018 Enterprise Service Goals


2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction.

Enterprise E911 Regulations Explained


However, some features of our present day enterprise communications technology has placed users of this service at a disadvantage when it comes to 911. The Blog Enterprise E911 Regulations Explained appeared first on West Corporation. Mary Boyd.

IBM Jumps Into RPA Market With Automation Anywhere — Perhaps A Turn To More Practical Challenges

Ian Jacobs

business process management (BPM) enterprise architecture robotic process automation (RPA IBM and Automation Anywhere (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Enterprise-grade assistive AI initiatives are already in evidence across various industries.

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Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)


Relatively recently I switched to Enterprise – the experience they have given me has been markedly different (better) than any other hire car company I have used. I wrote a CX review on my perspective of Enterprise – you can read that here – it is very impressive.

Guest Blog: “Good” vs. “Great”


For the record, neither her nor I work for Enterprise – she was so impressed with the service, she shares her experience. and used Enterprise car rental. Enterprise obtained my flight number so they could meet me upon arrival. As Enterprise does not have a kiosk at the Victoria Airport, they drove us offsite to their office. Fast forward 4 days later… Back to the Enterprise office to return the vehicle.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Four Considerations for Enterprises Embedding Communications in Business Applications


Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer


How Unified Communication is Changing the VoIP Industry


Yet VoIP by itself became so synonymous with increased efficiency in enterprises that it began to settle into issues with syncing, loading, outages, and more. In a world where the gig economy, digital workplace, and BYOD culture are rapidly increasing trends, having such a unified experience isn’t just helpful to enterprises—it’s critical to their success. In consumer-facing enterprises, VoIP by itself can reduce the cost of customer contact and improve call speed.

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Preview of my Speech Tech Tutorial at Enterprise Connect on No Jitter

Jon Arnold

Got a few messages to unpack in that headline, as preparations for Enterprise Connect 2018 kick into high gear. This is my first time at Enterprise Connect , and I'll be one of the very first speakers, presenting a tutorial on speech technology at 8am, Monday, March 12.

What we learned at Enterprise Connect!


Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Combined with very little corporate governance, enterprises are faced with fragmentation and information siloes. We asked a random selection of show attendees four key questions: How many chat and team messaging apps do you use at work?

Enterprise Uses of Speech Analytics (whitepaper)


Enterprise Uses of Speech Analytics (whitepaper). 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing.

30 Customer Experience Questions to Guide You Through the Jungle


Connected Customer Experience Interactive Services analytics assessment business characteristics communication customer CX CXLM data Enterprise Connect environment experience interaction jungle measurement metrics organization questions service strategy structure technology

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Our final installment of the differentiator series is perhaps the most important for customer service leadership.

Meet us at Enterprise Connect 2017


CaféX is redefining contact center operations and customer engagement

Differentiator Series, Part 1: Balancing the Contact Center Brain

Contact Center Pipeline

In this group of articles, it is our goal to go beyond the concept of best practices, and dig deeper into the big “Why”: Why is it that some enterprises continue to shine year after year while most others never get there? Welcome to the first of five installments of our Differentiator series.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software


Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

Contact Center Industry Leaders’ Impression of Amazon Connect

Bright Pattern

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry.

The Future of Business Travel Is Customer Experience Innovation


Enterprises in the traditional hospitality industry are facing a serious problem: on one side, online aggregators like Kayak and Trivago are pushing to own the relationship with the customer, treating the hotels themselves as wholesalers to be squeezed on price.

Bots and AI: Great Bot Use Cases in Production Today


Developers Enterprise Real-time Communications VoiceEvery bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable.

How Technology Contributes to Customer Experience

Win the Customer

Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. By being proactive, a company can dazzle its customers with great service.

Be the Host with the Most: 4 Capabilities of Team Collaboration Software that Make it Easy for Guests


According to the 2016 US State of Enterprise Work Report , the amount of time office workers spend doing their primary job duties decreased in 2016, from 46% to 39%.

The Future of Enterprise Collaboration and Seamless Video Conferencing with Rami Musallam, CEO of CafeX.


2016 has been an exciting year for CafeX and our customers. We accelerated our pace of innovation with the launch of Chime, Supervisor Assist, Live Assist for Dynamics 365, as well as Kickstart and Live Assist Short Code.

7 Tips for Providing Exceptional Customer Experiences


Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. If your company isn’t taking the customer experience seriously, you should be.

7 Tips for Reducing Field Service Costs and Enhance Customer Experience That Actually Work

Win the Customer

With software companies providing innovative solutions to enable smarter decision-making and more efficient resource allocation, a truly lean enterprise is within reach that leaves more time and resources to take care of customers.

2017 Temkin Group CX Excellence Award Winners

Customer Experience Matters

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.