Just When You Thought the Airline Customer Experience Couldn't Get Worse

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The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet.   Feature Articles Just When You Thought the Airline Customer Experience Couldn't Get Worse Airlines charging to talk with a customer service agent is unfortunate trend. Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. Xerox Virtual Customer Care Agent Soon to Enter the Market Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. Cyara Partners with GlobalNet Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. The Personalization of Patient Care There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. VitalVox Selects Indosoft's Q-Suite Indosoft, a provider of multi-tenant call center software, recently announced that its Q-Suite has been selected by VitalVox, a provider of hosted call center and PBX services. With Q-Suite, VitalVox will enable its clients to lower their total cost of ownership. UIL Holdings Teams with Accenture and Structure to Implement Ventyx Solution UIL Holdings, the parent company of The United Illuminating Company (UI), has selected Accenture, Structure and Ventyx to help improve customer communications and reduce the impact of outages by implementing outage lifecycle management solution. Ebola Hotline Call Center Inaugurated in California The Ebola outbreak in West Africa has a high mortality rate, with close to 70 percent of patients dying of the disease. This outbreak and the handful of cases that have appeared in North America and Europe have raised concerns about how infectious the disease is and how to recognize its symptoms.

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