Future for University IT is customer-centric, finds research by Service Desk Institute for Freshworks

Freshworks, the leading provider of cloud-based business software announced the findings of a research project by the Service Desk Institute (SDI). Produced in partnership with Freshworks and membership association UCISA, the View from the Frontline: University Edition research report by SDI finds that nearly 80 percent of university IT teams will see an increased focus on customer experience over the next twelve months. Continue reading Future for University IT is customer-centric, finds research by Service Desk Institute for Freshworks

Genesys PureConnect Surges Ahead with 100 New Logos

Genesys®, a global leader in omnichannel customer experience and contact center solutions, has reported that nearly 100 top brands adopted the Genesys PureConnect™ omnichannel engagement offering last year. More than 80 percent of the wins replaced legacy systems from Avaya, Cisco and others to meet their customers’ desire for hyper-personalized, always-on digital service across phone, email, chat and text. Continue reading Genesys PureConnect Surges Ahead with 100 New Logos

Unified Communications provider Swyx aims to become European market leader, after being acquired by Waterland

Private equity investor Waterland has acquired Swyx Solutions, a pan-European manufacturer of unified communications solutions for medium-sized companies. As a result the deal will enable Waterland to strengthen its software and IT portfolio and for Swyx it will open new opportunities for European expansion. Continue reading Unified Communications provider Swyx aims to become European market leader, after being acquired by Waterland

Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times

In response to The Times’ investigation that revealed Britain’s ‘Big Six’ energy companies are leaving customers on hold for “outrageous” lengths of time, a customer engagement expert from Aspect Software has urged utility companies to embrace new digital self-service tools that reduce inbound call volumes and hold times. Continue reading Utility companies should invest in customer engagement technology to improve ‘outrageous’ call waiting times