Salesforce Spring ‘17 Release is Live With Einstein Artificial Intelligence — The First Complete Enterprise CRM With AI

PRESS RELEASE: Salesforce announced Einstein AI is available to all of its customers across sales, service, marketing, commerce and more. Part of Spring ‘17, Salesforce’s 52nd major product release in 18 years, Einstein is already being leveraged by customers to deliver smarter, more impactful customer experiences, and by developers to bring AI into the next generation of customer relationship management (CRM) apps. Continue reading Salesforce Spring ‘17 Release is Live With Einstein Artificial Intelligence — The First Complete Enterprise CRM With AI

IBM and Salesforce Announce Landmark Global Strategic Partnership

PRESS RELEASE: IBM and Salesforce announced a global strategic partnership to deliver joint solutions designed to leverage artificial intelligence and enable companies to make smarter decisions, faster than ever before. With the partnership, IBM Watson, the leading AI platform for business, and Salesforce Einstein, AI that powers the world’s #1 CRM, will seamlessly connect to enable an entirely new level of intelligent customer engagement across sales, service, marketing, commerce and more. Continue reading IBM and Salesforce Announce Landmark Global Strategic Partnership

CallidusCloud Launches New Solution to Transform Customer Experience in Call Centres

PRESS RELEASE: Callidus Software, a global leader in cloud-based sales, marketing, learning and customer experience solutions announced the launch of ServiceMotivate, a new solution focusing on improving customer experience and lifting agent performance in the call centre. Continue reading CallidusCloud Launches New Solution to Transform Customer Experience in Call Centres

Bright Pattern Partners with Alterra.ai to Bring Virtual Agent AI to the Contact Center

PRESS RELEASE: Bright Pattern announces its partnership with Palo Alto startup, Alterra.ai. Together the companies are bringing innovative AI and Deep Learning technologies to the contact center industry. Alterra.ai has created a virtual agent powered by Deep Learning algorithms that can integrate into the Bright Pattern platform. The bot can be plugged into existing inside sales and support channels, augmenting or even replacing live contact center agents. Continue reading Bright Pattern Partners with Alterra.ai to Bring Virtual Agent AI to the Contact Center

Virtual Hold Technology and Voxai Partner to Bring Positivity to Customer Service Interactions Regardless of Channel

PRESS RELEASE: Virtual Hold Technology (VHT) has partnered with Voxai Solutions, a leading contact center consulting and managed services provider, to bring onmichannel expertise and callback options to contact centers across hospitality, energy, government and finance industries. Continue reading Virtual Hold Technology and Voxai Partner to Bring Positivity to Customer Service Interactions Regardless of Channel

Optus Business And Cisco Co-Create Workplace Of The Future

PRESS RELEASE: Optus Business announced the company is further optimising its cloud, collaboration, and infrastructure technologies with Cisco to help accelerate digital transformation among Australian businesses and government organisations. Outlining a shared vision with Cisco to create the workplace of the future and improve customer experience, Optus Business launched integrated architectures and services providing ubiquitous connectivity through the Internet of Things. Continue reading Optus Business And Cisco Co-Create Workplace Of The Future

Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?

Martin EllinghamBy Martin Ellingham, Respond Product Manager… The internet is big business. Of course, you knew that already. Most companies in 2017 choose to have an internet presence and to use appropriate keywords to attract footfall to their websites where they can hook customers with special online deals. That’s good news. But do you really know the extent of the internet’s reach and have you fully appreciated what that could mean in terms of customer service? Continue reading Your customers are already talking about you on social media: are you engaging them or knowingly ignoring them?

Global Study Indicates Nearly Nine Out of Ten Consumers Concerned About Data Security and Privacy; However, 80 Percent Demand Personalised Service

PRESS RELEASE: Results of an international study from Verint® have shown that concerns around data privacy and security remain at the top of the consumer agenda. Of more than 24,000 consumers surveyed across 12 countries by Opinium Research LLC, 89% think it is important to know how secure their personal information is, while 86% believe it’s important to know whether their data will be passed on to third parties for marketing purposes. Continue reading Global Study Indicates Nearly Nine Out of Ten Consumers Concerned About Data Security and Privacy; However, 80 Percent Demand Personalised Service

CIOB modernises communications across entire workforce with VIA

PRESS RELEASE: The Chartered Institute of Building (CIOB), the world’s largest professional body for construction management and leadership, has completely overhauled its communications and telephony platform in order to increase efficiency across its workforce. The organisation opted for a cloud-based unified communications (UC) solution from VIA, the business telephony and communications specialist, as part of a wider modernisation project that also included the installation of an exclusive network connection and a new call routing system.

Continue reading CIOB modernises communications across entire workforce with VIA

Teleopti partners with Serenova to advance operational efficiency across the contact center with workforce management in the cloud

Teleopti, a top, global provider of workforce management (WFM) software, and Serenova, a leading contact center-as-a-service (CCaaS) provider announced that they have entered into a strategic partnership in which Serenova will resell Teleopti’s cloud-based WFM suite. Continue reading Teleopti partners with Serenova to advance operational efficiency across the contact center with workforce management in the cloud