A San Francisco, durant Dreamforce 2025, Salesforce vend des agents IA et des chaussettes logotées à 18 dollars. Marc Benioff, PDG, a enchaîné les bévues dans ses prises de parole
Anne-Fleur Saraux, Associate CEO of Wengo, the leading online psychic reading platform, captivated the audience yesterday at the French Customer Experience Forum. The 13th edition of ECTFF was held in Paris rather than La Baule.
Schedule, hotel address, registration and wild cards. French champions in customer experience, employees and patients will gather on 15 October in Paris for the 13th edition of ECTFF.
For almost seven years, within a little-known club, large companies have been sharing their tips and best practices for improving the performance of their call centres. What they all have in common is that they are equipped with Genesys and are looking for a potential competitor, in view of an upcoming change that is by no means insignificant.
Doctolib is launching its AI telephone assistant at a price of €99 per month (including VAT), or €49 for osteopaths. For dentists, and soon veterinarians, competitor DentalCall AI is already operating for telephone appointments, supported by Volubile.ai technology.
Without fanfare, without bullshit, and without Y Combinator, a French company could revolutionise the call centre business and consign unreachable, overloaded customer services to oblivion.
The famous American artist Scarlett Johansson was angered that OpenAI had, according to her, reproduced her voice to build Sky, one of the new voice personifications of ChatGPT, a conversational robot. OpenAI, although disputing these facts, has paused this voice creation.
Mylène Farmer said yes. Scarlett Johansson said no. Companies, dentists, and Cécile de France are rushing to adopt conversational agents. Why?
Since August, a cyber attack has blocked part of the systems of Colt Technology Services, a British telecoms operator with a large presence in businesses and among some major telemarketing specialists.
One third of insurers and insurance brokers recently inspected by the DGCCRF (French consumer protection agency) are in breach of the law: they engage in illegal telephone canvassing, have contracts signed electronically after a single call resulting in an agreement from the prospective customer
Thanks to Vocalcom's Universal CRM Connector (HUCC), 180 Intelcia call centre agents can identify callers by automatically consulting customer records in Microsoft Dynamics as soon as the call comes in, personalising the conversation for users who are often in vulnerable situations.
I learned so much on Rue Firmin-Gillot. Corinne Schamber recounts her remarkable career at Teleperformance, where she started over thirty years ago. She held almost every position there before becoming Managing Director for French-speaking Africa in the French market.
A little over five years after joining, Teleperformance, now known as TP, will be removed from the CAC 40, the Paris Stock Exchange's flagship index. This removal, described as an ‘ejection’ by AFP, was announced yesterday and will take effect on 22 September.
Conversational AI and the sluggish BPO market are causing some movement, mostly of a defensive nature, and a few rumours. At Genesys, Ocean Call, Armatis...
Is this deterioration organised, intentional and widespread? Canadian journalist Cory Doctorow, French researcher Mathilde Abel and French customer experience specialist Manuel Jacquinet share their views on the reasons behind the deterioration in service or customer experience in companies that had made it one of their hallmarks, whether American or French.
TP, Teleperformance, appoints Agustin Grisanti, its “Lionel Messi”, to head up a key region: EMEA and APAC.
Affinicia, a specialist in remote customer acquisition, is setting up a new contact centre in Barcelona. Bardey joins Barça.
Marc Benioff, CEO of Salesforce, has confirmed that 4,000 jobs in support and customer service have been cut. Salesforce layoffs: an explanation for the deterioration of the customer experience?
AI agents and callbots are appealing to CFOs and Customer Service directors, who are keen to automate and replace everything. Velux seems to be succumbing to this trend, which is a pity.
For ten years, the omnichannel, multilingual customer service of Europe's largest airline has been provided by a French BPO specialist. Independent and not listed on the stock exchange (CAC 40 or Nasdaq). Visit to 4 Customer Square, near the Seine in Paris.
