Verint® announced that the City of Barrie, Ontario, is partnering with Verint to simplify, modernize and automate its customer service operations for improved overall customer experience and employee satisfaction. Continue reading City of Barrie Automates Customer Service Operations with Verint Solutions and Expands Digital Services
NICE inContact Announces New Partnerships in Australia
NICE inContact, a NICE business announced the addition of multiple new partnerships in Australia which will bring NICE inContact CXone – the world’s #1 cloud customer experience platform – to contact centre customers throughout the region. Continue reading NICE inContact Announces New Partnerships in Australia
Cisco Announces Intent to Acquire CloudCherry
Cisco announced its intent to acquire privately-held CloudCherry based in Salt Lake City, UT. CloudCherry is a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics. Continue reading Cisco Announces Intent to Acquire CloudCherry
Airship Acquires Apptimize to Create Industry’s Leading End-to-End Mobile Customer Experience Platform
Customer engagement company Airship announced that it has acquired Apptimize, the most adopted solution for testing and innovating user experiences across mobile apps and other digital channels. This move provides marketers and developers with a single solution to optimize the entire user experience across messaging channels and digital properties. Continue reading Airship Acquires Apptimize to Create Industry’s Leading End-to-End Mobile Customer Experience Platform
5 Ways to strike the right balance: Occupancy and Shrinkage
In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. Continue reading 5 Ways to strike the right balance: Occupancy and Shrinkage
Cisco Announces Intent to Acquire Voicea
Cisco announced its intent to acquire privately-held Voicea, headquartered in Mountain View, CA. Voicea is the creator of a market-leading real-time solution that provides meeting transcription, voice search, and meeting highlights/action items, with robust data privacy. It helps teams have more productive and actionable meetings by turning talk into action. Continue reading Cisco Announces Intent to Acquire Voicea