8×8 Announces Launch of X Series Platform to Transform Enterprise Communications

8×8, a leading provider of global cloud communications and customer engagement solutions, announced the launch of X Series, a new platform that combines robust call, collaboration, conferencing and contact centre solutions to help businesses win in the new battlefield where customer experience is everything. Continue reading 8×8 Announces Launch of X Series Platform to Transform Enterprise Communications

Genesys Unveils New Customer Experience Marketplace to Drive Unparalleled Business Performance

At the Enterprise Connect conference opening, Genesys® will debut a unified AppFoundry marketplace that incorporates integrations for the entire Genesys portfolio, including the PureEngage, PureConnect and PureCloud platforms. The Genesys AppFoundry now makes it simple for businesses to quickly receive value from the industry’s highest calibre of cloud and on-premises customer experience solutions available in one comprehensive marketplace. Continue reading Genesys Unveils New Customer Experience Marketplace to Drive Unparalleled Business Performance

Vonage Debuts Skills-Based Routing and Real-time Sentiment Analysis Technology to Enable Advanced Contact Centre Capabilities

Vonage introduced skills-based communications routing and real-time sentiment analysis – intelligent communications technologies that enable businesses to create their own routing plans and analytical view of agent and customer interactions for the contact centre via building blocks. Continue reading Vonage Debuts Skills-Based Routing and Real-time Sentiment Analysis Technology to Enable Advanced Contact Centre Capabilities

NICE Named a 2018 Stevie Award Winner for Innovation in Robotic Process Automation

NICE announced that it received the award for Innovation in Customer Service at the 12th annual Stevie® Awards for Sales & Customer Service. The award recognizes ​NICE Robotic Automation for breaking new ground with a unique integration of process automation and artificial intelligence technologies. Continue reading NICE Named a 2018 Stevie Award Winner for Innovation in Robotic Process Automation

Analyst Firm Estimates Twilio as a Leading Cloud Contact Centre Provider

Twilio, the leading cloud communications platform company, was estimated as the 2nd largest cloud-based contact centre infrastructure vendor based on number of customers, and the 3rd largest based on seats in DMG’s 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. This report features 12 leading and contending cloud-based contact centre infrastructure vendors. Continue reading Analyst Firm Estimates Twilio as a Leading Cloud Contact Centre Provider