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New Xerox virtual customer care agent learns like we do

New Xerox virtual customer care agent learns like we do

-+*The new WDS Virtual Agent manages customer care interactions by analyzing data and learning from its human colleagues. Silently listening, it detects how human agents diagnose customer problems and offer solutions. In doing this it quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed.

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WDS shortlisted for 2014 Telecoms.com Awards

WDS shortlisted for 2014 Telecoms.com Awards

-+*WDS, A Xerox Company, today announced it has been shortlisted for its collaboration with MTN South Africa (the ‘Smartphone Tool’) in the CEM category of the inaugural 2014 Telecoms.com Industry Awards. The CEM (Customer Experience Management) award recognizes achievements from service providers, and relevant suppliers, in improvements made to customer relationship management. Judges looked at … Continued

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Poor online self-care: a €510m headache for European mobile operators

-+*A third of all calls taken by customer care agents come from customers who failed to find a resolution online, according to research from WDS, A Xerox Company. 5th December 2013, Poole, UK: A third of customers who call their mobile operator for support do so only because they failed to solve their problem online … Continued

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Brand, price or the latest specs: what’s important when buying a smartphone this holiday season?

-+*26th November 2013, Kirkland, WA: U.S. consumers could be growing weary of the smartphone “spec-war” says a new study by WDS, A Xerox Company (NYSE: XRX). The study found that consumers actually favor ease-of-use over the latest device specifications, with many intimidated by jargon and technical data when choosing a new smartphone. The study, which … Continued