From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
Genesys Acquires Pointillist and Exceed.ai
Genesys has struck a deal to acquire both Pointillist and Exceed.ai, with the offerings to enhance the company’s ability to deliver empathy in every customer experience. Both transactions fall under Genesys’ Experience as a Service mission, which helps companies transform how they connect with customers and employees.
Poor Service Impacts Consumer Brand Loyalty, says Replicant
AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey of 1,000 US adults who have interacted with customer service within the past six months, the study found that 91% of consumers had reported they have experienced poor customer service in the last six months.
Top 5 Struggles for Remote Workers Revealed
A study of remote workers has identified the top five struggles for those working from home, with communication difficulties and struggling to unplug being the worst offenders. The study has revealed the top tips that employers should be putting into place to help support their employees throughout the year with stress and mental health issues.
Google Includes Voice Biometrics in Contact Centre Offering
Google announced it has updated its Contact Centre solution with voice biometrics and conversational AI. The internet giant’s Contact Centre Artificial Intelligence (CCAI) platform will now feature Speaker ID, which is designed to allow users to enroll and authenticate themselves using voice biometrics.
Talkdesk Finds Hold Time Soared to 71% Post-COVID
Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk time increasing 13%, hold time by 71% and speed of answer plummeting 1.6% to less than 8.5 seconds.
The global contact centre KPI benchmarking report, which presents benchmarks for five handpicked contact centre performance metrics applied to a wide range of industries, company sizes, and locations to inform critical business decisions, also revealed the number of permanent remote workers surged to 86% last year.
