NICE Announces New Generation of Employee Engagement with Back Office Proficiency Essentials

NICE announced NICE Back Office Proficiency Essentials, a leading-edge solution that uniquely combines performance measurements with driving employee engagement. The new solution is validated by a proof of concept (POC) conducted with 35 companies across industries that found a gap of more than 1.5 hours between perceived and actual productivity amongst back office employees. Continue reading NICE Announces New Generation of Employee Engagement with Back Office Proficiency Essentials

Avaya and Verint Extend Workforce Engagement Management for Cloud

Avaya and Verint announced an expansion of their partnership to introduce cloud deployments for Avaya Workforce Engagement Management, improving customer experience through operational intelligence in the contact centre. Avaya‘s suite of workforce engagement capabilities can be deployed in any manner from on-premises to cloud services supporting public, private or hybrid deployment models. Continue reading Avaya and Verint Extend Workforce Engagement Management for Cloud

Synchronoss Teams with Rackspace to Resell Digital Experience Platform (DXP) to Portfolio of Leading International Customers

Synchronoss, a global leader and innovator of cloud, messaging, digital and IoT products announced that Rackspace®, a leading provider of IT as a service, will re-sell its Synchronoss Digital Experience Platform (DXP) to the Rackspace global customer portfolio. Via this collaboration, Synchronoss and Rackspace will help businesses through their digital transformation journey by enabling seamless, frictionless interaction across all customer touchpoints, including online or app, physical retail and call centre. Continue reading Synchronoss Teams with Rackspace to Resell Digital Experience Platform (DXP) to Portfolio of Leading International Customers

CX disconnect in an ‘experience economy’ is putting businesses at risk

Dimension Data revealed the findings of its annual CX Benchmarking Report. It urges organisations to address a “customer experience disconnect” that could lose them business or even jeopardise their chances of survival in competitive markets where consumer loyalty can no longer be taken for granted. Continue reading CX disconnect in an ‘experience economy’ is putting businesses at risk

iNet and Vocalcom strengthen ties to grow UK market share with winning customer engagement solutions

iNet and Vocalcom are pleased to announce an exciting initiative for 2019; building on an established 4-year Partnership that has successfully unified and deployed Vocalcom’s world class contact centre technology with iNet’s carrier grade telephony infrastructure. The partnership is now strongly positioned to expand and develop its presence in the UK contact centre market, bolstering an already strong customer base. Continue reading iNet and Vocalcom strengthen ties to grow UK market share with winning customer engagement solutions

Avaya Introduces Private Cloud delivery of its New Avaya OneCloud UC and CC solutions

Avaya introduced a new private cloud delivery model of its Avaya OneCloud solutions for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), providing enterprise organizations with a fast, convenient and automated path to the benefits of cloud communications. Continue reading Avaya Introduces Private Cloud delivery of its New Avaya OneCloud UC and CC solutions

FatPipe and ACS Technologies Digitally Transform Their Contact Centers With Avaya IX Mobility

Avaya announced that FatPipe Networks and ACS Technologies have implemented Avaya IX Mobility to accelerate the digital transformation of their contact centres, enhance smartphone interactions, drive down costs, and deliver better customer experiences. Continue reading FatPipe and ACS Technologies Digitally Transform Their Contact Centers With Avaya IX Mobility

Avaya Opens ENGAGE® 2019 User Conference with Intelligent Cloud Solutions and More to Transform Customer and Employee Experiences

Avaya opened its annual Avaya ENGAGE conference and introduced new innovations to simplify and enhance converged business communications. Among the announcements, the company is unveiling a simplified branding architecture for its solutions portfolio, based on input from customers and partners, that reflects the wealth of experience Avaya brings to bear for customers as they transform digitally and move their communications to the cloud. Continue reading Avaya Opens ENGAGE® 2019 User Conference with Intelligent Cloud Solutions and More to Transform Customer and Employee Experiences

Urban Airship Acquires Accengage

Digital customer engagement company Urban Airship announced that it has acquired Accengage, continental Europe’s largest provider of mobile CRM and push notifications. Together Urban Airship and Accengage now form the world’s largest mobile customer engagement company, with rapidly growing solutions for apps, websites, SMS, email, mobile wallets and other channels. Continue reading Urban Airship Acquires Accengage