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Laura Cameron-Crichlow
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Digital Product Lead

Industry Research : CityLink and Allianz Big Losers When It Comes to Customer Experience

#contactcenterworld, @CMcom_

Bus company CityLink and insurer Allianz were among the biggest losers as they took a hit to their "customer experience" score in a survey of Irish brands.

CityLink fell the most compared to the previous year’s survey, dropping 79 places to 85th, while Allianz dropped 75 places to come in 132nd in the survey commissioned by the CX Company.

And while they suffered significant drops, they weren’t the worst performers. Energia came in last place followed by KBC, Virgin Media, Prepay Power and AIG for their customer experience.

"The reality is that less than 10 per cent of the 160 brands surveyed this year improved their customer experience score. This contrasts with the situation in the UK where the figures are improving," said Michael Killeen, chairman of the CX Company.

For the fifth year in a row the Irish Credit Union took the top spot, followed by Laya Healthcare and Phonewatch. The biggest upward movers were FBD Insurance, up 85 places to 25th, Harvey Norman, which rose 70 spots to 65th, and Peter Mark, up 65 places to come in seventh.

Aside from the Irish Credit Union, only Boots and An Post have remained in the top 10 over the past five years.

"Many Irish companies, particularly those in the financial sector, could learn a lot from the credit unions, especially their member or customer-centric approach," Mr Killeen said, adding that the Credit Union is the only representative from the financial sector in the top 100.

In terms of individual sectors, the retail and supermarket sector was the strongest performing. The insurance and restaurants sectors have also improved, although food delivery company Deliveroo was the biggest casualty in the sector, falling 50 places.
Bus companies

In the travel sector, route changes and fare increases contributed to the decline of a number of brands, especially bus companies. Aside from CityLink, Aircoach dipped 30 places while Dublin Bus fell 25 places. That fall puts Dublin Bus, alongside Ryanair, outside of the top 150 brands. Aer Lingus, meanwhile remains inside the top 50.

The utilities sector was another laggard, with Electric Ireland, Bord Gáis Energy and Energia all falling between 39 and 55 places. Eir’s "dire customer service" has seen it drop out of the top 150.

"In the first three years of our survey we saw positive results, but we have regressed over the past two years, and many companies need to rediscover their customer experience mojo, particularly as customer expectations continue to rise," said Cathy Summers, one of the report’s authors.

The research was carried out by Amarách Research among a sample of 2,500 consumers.

#contactcenterworld, @CMcom_

Posted by Veronica Silva Cusi, news correspondent

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Today's Tip of the Day - Touch Tone IVR

Read today's tip or listen to it on podcast.

Published: Wednesday, October 16, 2019

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2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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