Banking is in dire need of transformation. Some banks get it, others are destined to be left behind. For innovation in banking, look to challengers like Apple with its new Apple Card and “neobanks” like Monzo. Although the threats are real, “traditional” and “large” banks are *not* sitting ducks. Everest Group has developed a report,...
QStory Limited has announced SKWeston & Company as a global reseller of their suite of cloud-based intraday automation solutions. Led by noted industry analyst and consultant Steve Weston (side photo), SKW provides consultancy to contact centers around the globe, focusing on customer interaction and workforce optimization. Through a suite of professional services around the optimization of a...
IAOP, the International Association of Outsourcing Professionals last month announced a strategic alliance with Business Process Enabling South Africa (BPESA). The relationship will leverage both organizations’ expertise to collectively advance impact sourcing as a business practice that impacts local communities by creating jobs in the BPO industry in underserved areas. “Employment for high potential but...
20 years ago, PayPal was a scrappy startup, a FinTech disruptor. 2 decades later, the company is a financial giant, in some ways part of the financial establishment it initially took on. Still, the industry continues to evolve, and new technologies threaten even currency itself. Cognitive Business News founder and publisher Loren Moss recently was...
The International Association of Outsourcing Professionals (IAOP) just included global customer experience provider Teleperformance (EPA:TEP), in the 2019 Best of The Global Outsourcing 100 list by the International Association of Outsourcing Professionals (IAOP). Teleperformance is generally recognized as the largest contact center outsourcing provider in the world. The Best of The Global Outsourcing 100 honors outsourcing service...
NICE (Nasdaq: NICE) last week announced a partnership between NICE Robotic Process Automation (RPA) and CallVU to offer visually enriched IVR (Interactive Voice Response) and digital customer engagement at the front end, together with smart automation of complex back end processes. The integrated offering enables organizations to gain greater operational efficiencies such as increased processing...
More than three-quarters (78%) of US commercial banks are considering new fintech partnerships in 2019 in a bid to improve customer experience (42%) and achieve real-time visibility (40%) according to a new industry report, released today. The research, commissioned by fintech provider and Visa subsidiary Fraedom, also found that other factors inspiring banks to partner...
Global outsourcer Sykes Enterprises has announced the appointment of Ian Barkin — co-founder of global intelligent automation (IA) and robotic process automation (RPA) leader Symphony Ventures, Inc. to be its chief strategy and marketing officer. In November of 2018, Sykes acquired Symphony Ventures a company co-founded by Barkin, making it one of the first front-office business...
Spanish telecom Telefónica has entered into a strategic partnership with AnyVision, a provider of artificial intelligence and digital platforms, to help integrate related digital technologies into its operations. According to AnyVision, it will be working to implement AI-centric solutions into Telefónica business offerings in both Europe and Latin America, including Colombia, across areas ranging from...
In a move to beef up its customer service offerings, cloud software provider NICE Ltd. (NASDAQ: NICE) has closed on its acquisition of Mattersight Corporation (NASDAQ: MATR), a behavioral analytics company based in Chicago. Specifically, the Hoboken, New Jersey-based company says that plans to integrate Mattersight’s customer analytics and “predictive behavioral routing” technology with its...