The Foundational Pillars of Omnichannel Success

Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success

Freshworks Secures $100 Million Investment Led by Accel and Sequoia

Freshworks, a global leader in customer engagement software, announced it has secured $100 million in financing and has hired former AppDynamics Vice President of Finance & Treasury Suresh Seshadri as its chief financial officer. The latest round of funding is co-led by Accel and Sequoia, with participation from CapitalG, bringing Freshworks’ total amount of capital raised to $250 million. The cash infusion will be used to further expand Freshworks’ worldwide expansion as well as continued investment in its integrated SaaS platform. Continue reading Freshworks Secures $100 Million Investment Led by Accel and Sequoia

Avaya Named a Leader by Gartner in 2018 Magic Quadrant for Unified Communications

Avaya Holdings announced that Avaya is again positioned as a Leader in the Gartner Magic Quadrant for Unified Communications, the ninth time that the company has been in a Leader position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as companies that “execute well against their current vision and are well positioned for tomorrow.” Continue reading Avaya Named a Leader by Gartner in 2018 Magic Quadrant for Unified Communications

Mitel Named a Leader in Gartner Magic Quadrant for Unified Communications for Fifth Consecutive Year

For the fifth consecutive year, Gartner has named Mitel® a Leader in the Gartner Magic Quadrant for Unified Communications. A global leader in business communications, Mitel helps more than 70 million business users in more than 100 countries to connect and collaborate seamlessly. Continue reading Mitel Named a Leader in Gartner Magic Quadrant for Unified Communications for Fifth Consecutive Year

State of Utah Launches Statewide Customer Experience Program with Qualtrics to Better Serve its Citizens

The State of Utah announced that it is launching a statewide customer experience program focused on improving the experience of its citizens. The program, run on the Qualtrics XM Platform™, will save the state money by doing more in-house research, consolidate all customer experience programs on a single platform, and help the state achieve its goal of 25% greater efficiency in government. Continue reading State of Utah Launches Statewide Customer Experience Program with Qualtrics to Better Serve its Citizens

Jacada Selected by Puget Sound Energy to Provide Intelligent Customer Self-Service Solutions

Jacada announced that it has signed a deal to provide autonomous customer service software solutions for Puget Sound Energy (PSE), Washington state’s oldest local energy company, providing electric and natural gas service to homes and businesses primarily in the Puget Sound area. Continue reading Jacada Selected by Puget Sound Energy to Provide Intelligent Customer Self-Service Solutions