Genesys®, the global leader in omnichannel customer experience and contact centre solutions, continues to experience explosive customer adoption and platform growth with PureCloud by Genesys™, a cloud-based customer engagement and employee collaboration offering. Continue reading PureCloud by Genesys Races Past 1 Million Interactions Daily
We may book our travel online but when things go wrong we hanker after the human touch, according to new research conducted by leading global customer experience expert, Webhelp. Continue reading Who Will Win the Travel Agent v Technology Battle?
Evolve IP, The Cloud Strategy Company™ announced that it has acquired Mtel, a European cloud communications firm based in the Netherlands. The strategic purchase is part of the company’s ongoing growth strategy and will provide an increased presence in Europe. Established in 1999, Mtel provides best-of-breed cloud communications solutions including contact center, IP phone systems, and business collaboration tools. Continue reading Evolve IP Acquires Netherlands-Based Cloud Communications Provider Mtel
The UK outsourcing market recorded its strongest half year performance since 2012 between January and June as financial services companies ramped up activity, according to the Arvato UK Outsourcing Index. The research, compiled by outsourcing provider Arvato and industry analyst NelsonHall, revealed outsourcing deals worth £5.2 billion were agreed in the first six months of the year, with financial services accounting for 55 per cent of the total contract value at £2.9 billion. Continue reading Record period for UK outsourcing market
SSE Enterprise Telecoms – one of the UK’s leading connectivity suppliers, and part of SSE plc – today announced the availability of high-speed connectivity between businesses and their preferred cloud service providers (CSPs), such as Amazon Web Services (AWS) and Microsoft Azure. The service, known as Cloud Connect, offers businesses a private dedicated Ethernet connection to their chosen CSP, delivered over SSE Enterprise Telecoms’ core network. This enables the service to bypass the public internet, which can carry a range of security and performance issues. Continue reading SSE Enterprise Telecoms launches Cloud Connect service, syncing businesses with leading cloud service providers
7, a global leader in intent-driven customer engagement solutions, announced the addition of 7 Customer Journey Analytics to its products and services portfolio. The company’s latest product offering analyzes and visualizes customer journeys that occur over time, extend across channels and devices, and span different IT systems, providing rich insight into the root causes of problems along a customer journey. Continue reading 7 Introduces Customer Journey Analytics Solution Designed to Help Businesses Diagnose and Solve Customer Experience Issues
Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions announced a new partnership with NextNet Partners, to provide integrated communications solutions on the Cisco Collaboration platform. Together, they are making it easier and faster to deploy effective solutions that meet the needs of clients and deliver real business value. Continue reading Upstream Works Software Announces New Partnership with NextNet Partners
Cogito, the leader in real-time emotional intelligence solutions announced the appointment of Margaret Olson as Senior Vice President of Engineering and Veronica Lee as Vice President of Customer Success. Olson will spearhead the company’s engineering team, leading and orchestrating the development and delivery of Cogito’s breakthrough artificial intelligence solution that provides live coaching to agents within phone conversations. Continue reading Cogito Expands Executive Team to Further Enhance its Emotional Intelligence Solution and Ensure Customer Success