Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees

Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact centre agents and customer engagement resources exponentially more challenging. Continue reading Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees

Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud

Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand’s customer service department, and 47% said it was because they had to share personal information with a customer service agent. Continue reading Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud

Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures

Moveworks announced it has raised a $75 million Series B financing round, bringing the company’s total amount raised to $105 million. New investors ICONIQ Capital, Kleiner Perkins and Sapphire Ventures led the round with participation from existing investors Lightspeed Venture Partners, Bain Capital Ventures, and Comerica Bank. Continue reading Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures

Mitel Expands Customer Experience Portfolio with New Market and Product Launches

Mitel®, a global leader in business communications, announced a series of enhancements to the company’s customer experience portfolio, including the launch of a new virtual agent, powered by Contact Center AI; expanded market availability of MiCloud Connect CX; and the introduction of Mitel Workforce Optimization. Continue reading Mitel Expands Customer Experience Portfolio with New Market and Product Launches