Who's Buying What?

trivago Hotel Relations books Talkdesk to optimize contact centre

Talkdesk announced trivago Hotel Relations selected Talkdesk as its contact centre solutions provider for more than 150 agents. A dedicated sales subsidiary of trivago, a global hotel search platform, trivago Hotel Relations is on a mission to establish strong relationships with hoteliers and industry partners around the world. Continue reading trivago Hotel Relations books Talkdesk to optimize contact centre →

Outsourcing

Arvato secures three-year extension with the DfT to deliver back-office shared services

Business process outsourcing (BPO) partner Arvato has secured a three-year multi-agency contract extension from the Department for Transport (DfT) as their SAP implementation partner, which will see it support the department to develop and transform back office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy. Continue reading Arvato secures three-year extension with the DfT to deliver back-office shared services →

Technology

Verint Unveils Groundbreaking New Voice of the Customer Cloud Solution that Combines Digital Leadership and Listening at Scale in the Contact Centre

Verint® announced the launch of the industry’s first comprehensive, enterprise-wide view of the voice of the customer, now a cornerstone of its expanding Voice of Customer (VoC) strategy. Tailored to serve the unique needs of CX leaders, Verint Unified VoC* provides a complete view of direct, indirect and inferred VoC from across key customer engagement channels with a powerful, automated analytics engine to deliver actionable insights. Continue reading Verint Unveils Groundbreaking New Voice of the Customer Cloud Solution that Combines Digital Leadership and Listening at Scale in the Contact Centre →

Acquisitions & Mergers

Freshworks Acquires Natero, a Leader in Customer Success Cloud Software

Freshworks, a global innovator in customer engagement software, announced it has acquired Natero, Inc., a leading customer success management software company. The acquisition gives Freshworks a SaaS platform that unifies marketing, sales, support and, now, customer success. With Natero’s AI/ML-powered technology, the Freshworks platform puts actionable data in the hands of customer success professionals. Continue reading Freshworks Acquires Natero, a Leader in Customer Success Cloud Software →

Market Research

New Verint Global Study Reveals Drivers Shaping the Future Hybrid Workforce

Changing behaviors and digital natives are transforming the future workplace, attitudes towards automation, and what employees expect of their employers. That’s according to results announced today from a new large-scale study of more than 34,000 consumers across 18 countries from Verint®, The Customer Engagement Company™. Continue reading New Verint Global Study Reveals Drivers Shaping the Future Hybrid Workforce →

Technology

Verint Voice of Customer Solutions Recognized Among Top Digital Voice of Customer Specialists by Independent Research Firm

Verint® announced that two of its Voice of Customer (VoC) solutions were recognized in “The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019” report by Forrester Research, Inc. Continue reading Verint Voice of Customer Solutions Recognized Among Top Digital Voice of Customer Specialists by Independent Research Firm →

Who's Buying What?

VyStar Credit Union Improves Member Experience, Reduces Fraud with Verint Identity Authentication Solution

Verint® announced that VyStar Credit Union has expanded its partnership with Verint to enhance the security of member information in VyStar’s contact centre.* VyStar will be adding Verint Identity Authentication and Fraud Detection to reduce operational costs and protect member identity, while improving the overall experience of VyStar’s over 655,000 members. Continue reading VyStar Credit Union Improves Member Experience, Reduces Fraud with Verint Identity Authentication Solution →