Calabrio Acquires Symmetrics to Deliver Next-Generation Data Orchestration and Visual Reporting

PRESS RELEASE: Calabrio announced it has acquired Symmetrics, the Vancouver, Canada-based provider of business intelligence solutions that bring together contact center systems and corporate data. This acquisition will further drive Calabrio’s growth in customer and employee engagement by combining best-of-breed visual reporting, analytics and data management with its leading workforce optimization suite. Continue reading Calabrio Acquires Symmetrics to Deliver Next-Generation Data Orchestration and Visual Reporting

Clarabridge Changes the Game with Voice Transcription and Advanced Analytics for Contact Centers

Clarabridge announced CX Contact Center, a full-service solution for analyzing Voice of the Customer data in the contact center. Designed for rapid time to value, CX Contact Center allows companies to quickly and accurately transcribe, aggregate and analyze customer recordings and interaction data in the contact center; delivering clear, actionable insights. Continue reading Clarabridge Changes the Game with Voice Transcription and Advanced Analytics for Contact Centers

Salesforce Introduces Einstein High Velocity Sales Cloud – The Next Generation of Sales Powered by AI

PRESS RELEASE: Salesforce delivered the future of sales with Einstein High Velocity Sales Cloud. Einstein High Velocity Sales Cloud brings together the industry’s leading sales productivity app and the latest advancements in AI to empower sales reps to succeed in the digital era. Fueled by Salesforce Trailhead, the online interactive learning platform that empowers everyone to skill-up for the Salesforce Economy, the company is creating the sales jobs of the future today. Continue reading Salesforce Introduces Einstein High Velocity Sales Cloud – The Next Generation of Sales Powered by AI

New solution from IOVOX gives multichannel marketers the data needed to optimise spend

PRESS RELEASE: IOVOX, a global call analytics company, announced the availability of a new solution that provides marketers with enhanced data analytics, enabling them to make more informed decisions when evaluating the performance of inbound marketing campaigns. IOVOX’s new Multichannel Marketing solution is specifically designed for companies using multiple marketing channels to drive inbound calls to their business. Continue reading New solution from IOVOX gives multichannel marketers the data needed to optimise spend

Thunderhead Partners With Merkle | DBG to Accelerate Customer Engagement

PRESS RELEASE: Thunderhead announces its partnership with Merkle | DBG, an agency specialising in leveraging data and technology to help their clients drive growth and improve performance. Thunderhead’s ONE is a cloud-based customer engagement platform that surfaces unique journey-based behavioural insights that are then used to deliver relevant and personalised experiences in real-time. Continue reading Thunderhead Partners With Merkle | DBG to Accelerate Customer Engagement

New Research Reveals Deep Consumer Confusion About Artificial Intelligence

PRESS RELEASE: A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed consumers are confused about what artificial intelligence (AI) really does and have misplaced fears that inhibit them from using AI-based technology. These findings appear to clash with how the UK government wants to make the UK a world leading industrial centre for AI research and development. However, these fears are eased once consumers gain first hand AI experience – which ironically many enjoy today without even realising it. Continue reading New Research Reveals Deep Consumer Confusion About Artificial Intelligence

Dimension Data launches 2017 Global Customer Experience Benchmarking Report

PRESS RELEASE: Organisations around the world are failing to implement effective digital strategies. As a result their customer experience (CX) solutions are becoming disjointed, and digital is not displacing traditional phone interactions at the speed that their customers are demanding. Continue reading Dimension Data launches 2017 Global Customer Experience Benchmarking Report

Intelecom establishes a new company Puzzel, to support growing customer demand in contact centre and mobile payment environments

puzzel logoIntelecom has established a new company Puzzel, that combines the group’s contact centre, mobile messaging and payments solutions to support growing customer demand in rapidly changing communication environments. The new company offers solutions to improve customer interactions and streamline payment processes across multiple channels and devices. Continue reading Intelecom establishes a new company Puzzel, to support growing customer demand in contact centre and mobile payment environments