Five9, a leading provider of the intelligent cloud contact centre, announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact centre workplace trends. Continue reading Five9 International Study Finds 9 out of 10 Contact Centres Have Increased Focus on Agent and Employee Experience
GoTo Launches IT Helpdesk Functionality Within GoTo Connect
GoTo, the all-in-one business communications and IT support platform, announced the launch of IT helpdesk functionality within its GoTo Connect unified communications as a service (UCaaS) product. Continue reading GoTo Launches IT Helpdesk Functionality Within GoTo Connect
Teleperformance Named Second Largest Global Third Party Provider in the Everest Group BPS Top 50 for All Industries
Teleperformance, a leading global group in digitally integrated business services, held its spot at number two on the Everest Group BPS Top 50™ for the second year in a row and was among the top five fastest-growing companies in the burgeoning business services industry. Continue reading Teleperformance Named Second Largest Global Third Party Provider in the Everest Group BPS Top 50 for All Industries
Kore.ai Opens its Enterprise XO Platform to SMBs, Developer Community to Drive Conversational AI Innovation and Adoption
Kore.ai, the leader in enterprise conversational AI (CAI) software technology, announced plans to widen the availability of its solution to companies of all sizes. The goal of the expansion is to empower small and medium businesses (SMBs), startups, entrepreneurs and the broader developer community by offering the platform’s do-it-yourself (DIY) functionalities for driving AI adoption. Continue reading Kore.ai Opens its Enterprise XO Platform to SMBs, Developer Community to Drive Conversational AI Innovation and Adoption
Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Centre App Management
Balto, the leader in uniting contact centre agents with AI for better conversations, is pleased to announce the launch of its next-gen integration: an embeddable “single pane of glass” Balto experience for Genesys Cloud, NICE in Contact, Salesforce, and other major CCaaS softphone systems and workflow solutions. Continue reading Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Centre App Management
Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report
Response-based attacks targeting corporate inboxes have climbed to their highest volume since 2020, representing 41 percent of all email-based scams targeting employees, during Q2 of this year. This is according to the latest Quarterly Threat Trends & Intelligence Report from Agari and PhishLabs, part of the HelpSystems cybersecurity portfolio. Continue reading Response-Based Email Threats Targeting Corporate Inboxes Are The Highest Since 2020, According To HelpSystems’ Latest Agari And PhishLabs Report
Telekom Srbija Utilizes Medallia to Improve Digital Customer Journey
Medallia, the global leader in customer and employee experience, announced Telekom Srbija, the leading internet, mobile and fixed telephony and multimedia services provider in Serbia, is now utilizing Medallia’s Digital Suite to improve their customer journey. Continue reading Telekom Srbija Utilizes Medallia to Improve Digital Customer Journey
C&A Adopts mParticle Customer Data Platform to Power Omnichannel Customer Experience
mParticle, a leader in customer data infrastructure, announced that C&A, one of Europe’s leading fashion retailers, has selected the mParticle Customer Data Platform (CDP) as its customer data management infrastructure. Continue reading C&A Adopts mParticle Customer Data Platform to Power Omnichannel Customer Experience
Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence
Telford and Wrekin Council deployed an AI Assistant, TOM, in 2021 and managed to cut extremely high waiting times by 50%, shifting many users to digital. Now, a year into TOM’s operations, more wins are astonishing the team. Continue reading Telford and Wrekin Council add three new services to their call centre, thanks to Artificial Intelligence
Oak Engage transforms NatWest’s digital employee experience with the launch of Adaptive Intelligence
Growing tech and intranet firm, Oak Engage have been working with leading retail and commercial bank, NatWest Group to increase employee engagement through Adaptive Intelligence, state of the art technology to help businesses communicate with their people more efficiently. Continue reading Oak Engage transforms NatWest’s digital employee experience with the launch of Adaptive Intelligence
How outsourcing CX could unlock the four-day week
Dave Pattman, Customer Experience Managing Director for Gobeyond Partners, part of the Webhelp Group, discusses the challenges and opportunities presented by a 4-day work week… Continue reading How outsourcing CX could unlock the four-day week
PCI Pal Extends Patent Portfolio in Australia and US for Processing Sensitive Information over VoIP
PCI Pal®, the global cloud provider of secure payment solutions, has been granted further patents in both Australia and the United States for its secure payments technology. Continue reading PCI Pal Extends Patent Portfolio in Australia and US for Processing Sensitive Information over VoIP
GoTo Promotes Paddy Srinivasan to CEO
GoTo, the all-in-one business communications and IT support and management platform, announced the promotion of Paddy Srinivasan to President and Chief Executive Officer. In his role as Chief Product and Technology Officer, Srinivasan has been a driving force behind GoTo’s recent transformation, and platform unification. Continue reading GoTo Promotes Paddy Srinivasan to CEO
Uncommon James Chooses Medallia For Customer Experience
Medallia, the global leader in customer and employee experience, announced that Uncommon James, a leading jewellery brand founded by television personality and fashion entrepreneur Kristin Cavallari, has selected Medallia as its experience management platform of choice. Continue reading Uncommon James Chooses Medallia For Customer Experience
Emplifi Wins 2022 MarTech Breakthrough Award
Emplifi, the leading unified customer experience (CX) platform, announced that has received the “Best Customer Experience Management Company” award in the fifth annual MarTech Breakthrough Awards program conducted by MarTech Breakthrough. Continue reading Emplifi Wins 2022 MarTech Breakthrough Award