Connect Managed Services acquires Amazon Connect provider CoolHarbour and the assets of US based UVN

Connect Managed Services announces the completion of two significant acquisitions. The first is CoolHarbour, a specialist customer engagement and unified communications consultancy and systems integrator and the second being the assets and technical teams of US based, UVN. Financials of the deals have not been disclosed. Connect Managed Services is backed by, mid-market private equity investor, LDC. Continue reading Connect Managed Services acquires Amazon Connect provider CoolHarbour and the assets of US based UVN

AVAYA AVA Brings AI to Life for a Better Customer Experience

Avaya announced advancements in delivering and integrating AI technologies into contact centres to improve the customer experience. Avaya Ava™, a new AI architecture including natural language processing, machine learning and innovative analytics, enables effortless customer engagement through social media and messaging platforms. Avaya Ava is a cloud, messaging-agnostic solution that offers new AI capabilities for social messaging integration and automation of digital interactions. Continue reading AVAYA AVA Brings AI to Life for a Better Customer Experience

Avaya Announces UC Experience Everywhere with New Collaboration and Desktop Offerings

Avaya announced that more end users can realise the benefits of true unified communications, now enabled by compelling enhancements to its signature user experience, Avaya Equinox®. Already known for creating seamless communication experiences across applications, browsers, and the devices people use every day in and out of the enterprise, Avaya Equinox delivers new features and capabilities for team collaboration and conferencing. Continue reading Avaya Announces UC Experience Everywhere with New Collaboration and Desktop Offerings

Avaya A.I.Connect Initiative Evolves with New Members

Avaya announced the A.I.Connect initiative has expanded with three new partners. Salesforce, eGain and Sabio are among the first companies offering or integrating third party artificial intelligence (AI) solutions for this initiative, a growing Avaya ecosystem of companies collaborating on the use of AI and machine learning technologies in enterprise communications. Continue reading Avaya A.I.Connect Initiative Evolves with New Members

Mtel Bulgaria selects Amdocs to Drive Unified Customer Experience and Commerce in the Digital Society

Amdocs announced that Mtel, Bulgaria’s leading mobile, fixed, broadband and IPTV services provider, is transforming the digital commerce and care experience of its more than four million subscribers through its 200+ retail stores, call centers. Leveraging the new Amdocs DigitalONE platform, Mtel will gain a 360 degree customer view with intelligence-driven, contextual and tailored customer engagements which will help differentiate the company with today’s digitally savvy consumers. Continue reading Mtel Bulgaria selects Amdocs to Drive Unified Customer Experience and Commerce in the Digital Society

Columbia Sportswear activates Microsoft Cloud to strengthen consumer engagement

Columbia Sportswear Co., a leading innovator in the active outdoor apparel, footwear, accessories and equipment industries, and Microsoft Corp. have announced plans to collaborate on enhancing Columbia Sportswear’s global consumer experience and drive its digital transformation using intelligent cloud technology. Continue reading Columbia Sportswear activates Microsoft Cloud to strengthen consumer engagement

Telstra Delivers Personalized Customer Experience With Splunk

Splunk, first in delivering “aha” moments from machine data, is pleased to acknowledge that its customer Telstra is embracing the Splunk® platform to gain more insights into its business. Telstra uses various Splunk products to deliver operational information to support and strengthen its focus on customer experience. Continue reading Telstra Delivers Personalized Customer Experience With Splunk

Provana Incorporates CallMiner Eureka Speech Analytics into Its ICAP Solution to Help SMB Credit and Collections Clients Remain Compliant

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announces that Provana, a leading provider of business process, compliance, and performance analytics services will combine the CallMiner Eureka speech analytics platform with its Call Monitoring team to provide a full-service performance and compliance solution to its over 300 credit and collections clients. Continue reading Provana Incorporates CallMiner Eureka Speech Analytics into Its ICAP Solution to Help SMB Credit and Collections Clients Remain Compliant