TTEC, a leading global consulting, technology, and managed services company delivering solutions at the intersection of data, AI, and CX, announced a seven-year contract extension with Volkswagen Group UK, further advancing a strategic collaboration focused on delivering class-leading CX and AI-enabled digital transformation across the United Kingdom. Continue reading TTEC and Volkswagen Group UK Expand Strategic Collaboration with New 7-Year Agreement
Zendesk Introduces the Autonomous Service Workforce, Defining the Future of Customer and Employee Service
At its annual Relate conference, Zendesk announced its vision for the Autonomous Service Workforce, a new approach to customer service powered by its core platform. This move replaces standard deflection-based bots with specialized AI agents that operate across all channels and use cases, and are priced solely on the outcomes Zendesk verifiably resolves. Continue reading Zendesk Introduces the Autonomous Service Workforce, Defining the Future of Customer and Employee Service
Qualtrics completes acquisition of Press Ganey Forsta
Qualtrics announced the completion of its acquisition of Press Ganey Forsta for $6.75 billion USD. Qualtrics created the Experience Management category to deliver legendary experiences for organizations and the people they serve. Continue reading Qualtrics completes acquisition of Press Ganey Forsta
GoTo Launches GoTo Connect CX Complete
GoTo, the leader in cloud communications and IT, announced GoTo Connect CX Complete, a new AI-powered offering that unifies all of GoTo Connect’s customer experience (CX) capabilities into a single platform. Continue reading GoTo Launches GoTo Connect CX Complete
PolyAI opens its Agentic Dialog Platform, making the tech behind complex conversations for hundreds of enterprises available to every builder
PolyAI, the Agentic Dialog Platform for building the conversational enterprise, opened its platform to every builder. Free for the first two months, the technology powering the world’s most demanding customer conversations across 75 languages and 25 countries is now available to any team with an idea and an email address. Continue reading PolyAI opens its Agentic Dialog Platform, making the tech behind complex conversations for hundreds of enterprises available to every builder
ArvatoConnect selects Peopleware to improve its workforce management operations
ArvatoConnect, a leading UK-based digital transformation partner, specialising in customer service and business process optimisation, has deployed Peopleware’s AI-native workforce management (WFM) suite to sharpen its planning capabilities, drive further operational efficiency, and continue delivering exceptional customer experiences at scale. Continue reading ArvatoConnect selects Peopleware to improve its workforce management operations