Jacada announced that it has released Jacada Interact 11, the latest release of its Customer Service Robotic Automation and AI Hub. With release 11, Jacada continues to rapidly provide capabilities to easily and intuitively build and manage automated customer service sequences through an easy-to-use Designer, helping organizations reduce development effort, increase business agility, and improve employee and customer experiences. Continue reading Jacada Introduces Interact 11 to Uniquely Enable Customer Service RPA, Intelligent Self-Service and Agent Engagement in One Hub →

Based on its recent analysis of the North American hosted/cloud contact centre market, Frost & Sullivan recognizes Genesys with the 2018 North American Market Leadership Award. With cloud market share of 10.7 percent in 2017, and one of the broadest solution portfolios in the industry, Genesys is leading the market. Continue reading Genesys Applauded by Frost & Sullivan for Consistently Leading the North American Hosted/Cloud Contact Centre Market →

Monese, the globally connected banking service for internationally mobile individuals, has announced a partnership with Unbabel to deliver multilingual customer service. Unbabel, the enterprise SaaS company that combines state-of-the-art Artificial Intelligence (AI) with the assurance of human translators to break down business communication barriers, will allow Monese customers to communicate with customer support teams in 28 languages. Continue reading Monese partners with Unbabel to support banking without boundaries →

Genesys®, the global leader in omnichannel customer experience and contact center solutions, announced its cloud sales have risen 32% year-over-year. The cloud business growth spans all market segments with 70% gains in the mid-market, 50% in small-and-medium sized enterprises, and 30% in large enterprises1. Continue reading Cloud Reigns Supreme in 2018 Genesys Growth →

Verint® announced the results of the ForeSee® Digital Experience Index™ (DXI™). Verint acquired ForeSee to create the market’s most comprehensive omnichannel cloud Voice of the Customer (VoC) portfolio available—an analytics-rich offering that will allow organizations to better measure and understand customer experiences and prioritize the improvements that will have the greatest business impact. Continue reading New Verint Report Confirms Digital’s Substantial Influence on the Customer Experience →