Genesys Unveils Expanded Customer Experience Product Offerings, Demonstrates Enhanced Usability Features at Enterprise Connect 2017

At the Enterprise Connect 2017 trade show, Genesys® is unveiling its expanded and re-branded Genesys Customer Experience Platform (booth #1906). The company will demonstrate three complementary product offerings—PureEngage, PureConnect, and PureCloud by Genesys— each targeted at different buyers and market segments. All offerings showcase new usability features that benefit both business users and contact centre agents. Continue reading Genesys Unveils Expanded Customer Experience Product Offerings, Demonstrates Enhanced Usability Features at Enterprise Connect 2017

Pega deepens its AI capabilities in Pega Sales Automation to help businesses accelerate sales cycles and win more deals

Pegasystems announced enhanced artificial intelligence (AI) capabilities in Pega® Sales Automation that enable businesses to accelerate sales cycles and win more deals. Pega makes sales organizations more efficient and effective with an advanced AI engine that more accurately forecasts sales win probability and suggests the next-best actions and content that will boost those odds at every stage of the deal. Continue reading Pega deepens its AI capabilities in Pega Sales Automation to help businesses accelerate sales cycles and win more deals

Enghouse Interactive’s TouchPoint Attendant is One of the First Attendant Consoles to Market with Skype for Business Online

At Enterprise Connect 2017, Enghouse Interactive announces its TouchPoint Attendant for Microsoft Skype for Business Online is generally available. TouchPoint Attendant is an operator console solution that natively integrates into Microsoft’s Skype for Business. This is one of the first consoles to market with support for Skype for Business Online and Office 365. Continue reading Enghouse Interactive’s TouchPoint Attendant is One of the First Attendant Consoles to Market with Skype for Business Online

Voxbone Announces Strategic Partnership with CafeX to Extend Reach of Chime™ Product

CafeX launched its video conferencing solution, CafeX Chime™, at Enterprise Connect 2016 and went on to win awards for its innovative approach to making enterprise collaboration simpler and less expensive. To continue to push the capabilities and reach of Chime, CafeX is announcing a partnership with Voxbone at Enterprise Connect 2017. Continue reading Voxbone Announces Strategic Partnership with CafeX to Extend Reach of Chime™ Product

Integrating AI technology alongside your contact centre workforce

The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such statements, it is important to contextualise technology advancements within the customer service sector. Continue reading Integrating AI technology alongside your contact centre workforce

Zendesk Makes Significant Investment in France With Move to Station F Paris and New Offices in Montpellier

PRESS RELEASE: Zendesk announced its continued investment in France with two new office openings fueled by significant growth in the region. The company’s Paris offices will move to Station F, the biggest startup campus in the world, where Zendesk will become a partner. Additionally, the company’s Montpellier offices — home to the team behind the Zendesk Explore analytics product — will relocate to larger offices that are three times the size, providing hiring opportunities and capacity for around 50 employees. Continue reading Zendesk Makes Significant Investment in France With Move to Station F Paris and New Offices in Montpellier

Eckoh wins its largest ever US Secure Payments Contract worth $3.7m

Eckoh announces that it has won a new $3.7m five-year contract to provide secure payment services to a large US telecommunications provider. The solution, which will be deployed in financial year FY18, uses Eckoh’s patented tokenisation technology to secure card payments being made through the organisation’s contact centre facilities. Continue reading Eckoh wins its largest ever US Secure Payments Contract worth $3.7m

Aspect helps Sysnet Global Solutions to deliver omni-channel customer service

aspect-logo-std-full-RGBAspect Software has helped Sysnet Global Solution (Sysnet) to successfully scale its customer engagement centre services by delivering a complete omni-channel solution. By ensuring a seamless journey through the customer engagement centre, Aspect’s technology has boosted the capabilities of Sysnet’s 240 agents in all areas, enabling the company to improve the user experience and overall customer satisfaction. Continue reading Aspect helps Sysnet Global Solutions to deliver omni-channel customer service