Genesys Debuts Fastest, Most Accurate AI-powered Forecasting and Scheduling Service for Better Workforce Management

Genesys®, the global leader in omnichannel customer experience and contact centre solutions introduced the industry’s first forecasting and scheduling service for workforce management powered by artificial intelligence (AI). Now businesses can use AI to predict the best possible staffing schedules with unprecedented speed and accuracy, saving time and money in the process. Continue reading Genesys Debuts Fastest, Most Accurate AI-powered Forecasting and Scheduling Service for Better Workforce Management

Calabrio Delivers Powerful Enterprise Scalability and Management Capabilities

Calabrio, a leading provider of customer engagement and analytics software released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite. The new Calabrio ONE platform features customer-driven capabilities to manage large-scale, dynamic enterprise environments. Continue reading Calabrio Delivers Powerful Enterprise Scalability and Management Capabilities

Meraas Deploys LogMeIn Solutions to Enhance Collaboration and Customer Experience

LogMeIn announced that Meraas, a leading designer of living spaces to stimulate a creative urban culture in the United Arab Emirates, has deployed LogMeIn’s leading Communications & Collaboration products, GoToMeeting and OpenVoice, as well as Customer Engagement and Support product, RescueAssist. Continue reading Meraas Deploys LogMeIn Solutions to Enhance Collaboration and Customer Experience

Dynamic Recovery Solutions Implements CallMiner Speech Analytics to Offer Tailored Coaching to Contact Centre Staff

CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announces that Dynamic Recovery Solutions has selected CallMiner as its speech and engagement analytics solution to bring greater operational efficiency to its contact centre through improved agent coaching and performance. Continue reading Dynamic Recovery Solutions Implements CallMiner Speech Analytics to Offer Tailored Coaching to Contact Centre Staff

Cyara Joins Amazon Web Services Partner Network

Cyara announced that it is joining the Amazon Web Services (AWS) Partner Network (APN) and will support Amazon Connect, a self-service, cloud-based contact centre service from AWS. Cyara is the first APN partner to provide a customer experience (CX) assurance solution that encompasses CX design, testing and monitoring to support customers using Amazon Connect. Continue reading Cyara Joins Amazon Web Services Partner Network

Dimension Data appoints Nemo Verbist as new Group Executive for Customer Experience and Digital Workplace

Dimension Data, the USD 8 billion global technology integrator and managed services provider announced the appointment of Nemo Verbist as its new Group Executive for Customer Experience (CX) and Digital Workplace (DW). His appointment is effective from 1 November 2018 when he will be responsible for delivering the vision, strategy and Go-To-Market (GTM) execution for the CX and DW practices. Continue reading Dimension Data appoints Nemo Verbist as new Group Executive for Customer Experience and Digital Workplace