BT Group Selects NICE Performance Management, Driving Focus on Employee Engagement

NICE announced that BT Group, a leading United Kingdom-based multinational communications company, has selected NICE Performance Management (NPM) to create a unified performance management system to drive employee engagement across its BT Consumer lines of business. Continue reading BT Group Selects NICE Performance Management, Driving Focus on Employee Engagement

Genesys Expands Support for Google Cloud Contact Center AI Across All Three Customer Experience Platforms

Genesys®, a global leader in omnichannel customer experience and contact centre solutions, is extending its integration with Google Cloud Contact Center AI across all three of its platforms – Genesys PureEngage™, PureConnect™ and PureCloud® – this quarter. Continue reading Genesys Expands Support for Google Cloud Contact Center AI Across All Three Customer Experience Platforms

Steinhoff partners with Upland Rant & Rave to enhance customer experience at Bensons for Beds and Harveys Furniture

Upland Software, a leader in cloud-based enterprise work management software announces a partnership with Steinhoff to facilitate seamless feedback capture across multiple touchpoints of the customer journey for two of the retail group’s biggest UK brands. Continue reading Steinhoff partners with Upland Rant & Rave to enhance customer experience at Bensons for Beds and Harveys Furniture

Upland Software Enhances Knowledge Sharing, Collaboration with Award-Winning, KCS® v6 Verified Knowledge Management Solution

Upland Software, a leader in cloud-based enterprise work management software announced a major release for RightAnswers, its KCS® v6 Verified Knowledge Management (KM) solution. This release features an improved user experience to enhance agent productivity, integrates machine learning into content translations, and features AI-enabled support improvements through enhanced chatbot and virtual assistant capabilities. Continue reading Upland Software Enhances Knowledge Sharing, Collaboration with Award-Winning, KCS® v6 Verified Knowledge Management Solution

Sinch and WIT Software sign RCS partnership agreement

Sinch, a global leader in cloud communications for mobile customer engagement announced a partnership agreement with WIT Software to speed up the global uptake of next generation messaging through RCS. Sinch will deploy WIT technology as a part of its RCS-as-a-Service offering to mobile operators who look for a nimble but scalable solution to roll-out RCS to their subscribers and enterprise customers. Continue reading Sinch and WIT Software sign RCS partnership agreement

RingCentral Engage Digital Integrates with Google Dialogflow to Enhance Customer Engagement

RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact center solutions announced the integration of RingCentral Engage Digital™, a digital customer engagement platform, with Google Dialogflow, a machine learning development suite for conversational interface to connect customers to businesses. Continue reading RingCentral Engage Digital Integrates with Google Dialogflow to Enhance Customer Engagement

World Fuel Services Connects its Global Workforce and Reimagines Digital Customer Engagement with Box

Box, Inc., a leader in cloud content management announced that World Fuel Services, a leader in the energy industry, selected Box to be the content layer for its IT infrastructure of best-of-breed cloud applications, centralize content management across its global workforce, and reimagine customer engagement models and digital business processes. Continue reading World Fuel Services Connects its Global Workforce and Reimagines Digital Customer Engagement with Box

Serenova Accelerates Partner Program with Brandon Knight Named SVP of Channel Sales

Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimization (WFO) provider, has named Brandon Knight to the role of Senior Vice President of Channel Sales. Knight will provide the strategic direction for Serenova’s channel partners around the world, focusing primarily on engaging current partners to continue to drive the adoption of Serenova’s innovative contact centre solutions. Continue reading Serenova Accelerates Partner Program with Brandon Knight Named SVP of Channel Sales