Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

Over a third of Irish organisations with customer contact centres view Artificial Intelligence (AI) as a high priority for Customer Relationship Management (CRM). However, only 14% currently use AI solutions, and only 33% of organisations plan to implement AI in the immediate future for customer service management, according to new research from Microsoft Ireland and Codec. Continue reading Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

BT Brings RingCentral’s Cloud Communications Solution to Medium and Large Enterprises

RingCentral UK, Ltd., a wholly owned subsidiary of RingCentral, Inc., a leading provider of global enterprise cloud communications and collaboration solutions announced that BT has enhanced and extended its Cloud Phone solution – which is hosted by RingCentral – to meet the needs of medium and large enterprise customers. Continue reading BT Brings RingCentral’s Cloud Communications Solution to Medium and Large Enterprises

SugarCRM Partners with Private Equity Firm Accel-KKR for next phase of accelerated growth

SugarCRM Inc.®, the company that helps organizations build better business relationships, is excited to announce that Accel-KKR, a leading technology-focused private equity firm, has made a strategic and significant investment in SugarCRM. Continue reading SugarCRM Partners with Private Equity Firm Accel-KKR for next phase of accelerated growth

Hyundai Capital America Adopts NICE Cloud Omnichannel Recording Platform to Improve Customer Experience

NICE announced that Hyundai Capital America has successfully deployed the NICE Engage platform for omnichannel interaction recording to support the auto finance company’s growth while enabling better service for its over 1.7 million retail customers. Continue reading Hyundai Capital America Adopts NICE Cloud Omnichannel Recording Platform to Improve Customer Experience

Selligent Marketing Cloud and Calabrio Partner to Connect Contact Centre and Marketing Insights

Selligent Marketing Cloud, the B2C marketing automation company, and Calabrio, a leading provider of customer engagement and analytics software announced an alliance to bridge customer care technology and digital marketing capabilities to enhance the customer journey. The market-first collaboration will enable brands to marry data gleaned from customer care engagements with digital marketing communications to create a full view of the customer and deliver consistent customer experiences. Continue reading Selligent Marketing Cloud and Calabrio Partner to Connect Contact Centre and Marketing Insights

Blue Prism and Celonis Join Forces to Accelerate Enterprise Automation Initiatives

Blue Prism, provider of the world’s most successful Digital Workforce, and Celonis, the leader in operationalizing process change for business transformation announced a partnership, which will see both companies jointly market their respective solutions. Continue reading Blue Prism and Celonis Join Forces to Accelerate Enterprise Automation Initiatives