NICE Workforce Management Delivers Transformational Customer Experience for Leading Travel Company

NICE announced that Thomas Cook UK, one of the world’s leading leisure travel companies, has significantly improved employee and customer engagement, as well as operational efficiency, with their renewal and upgrade of NICE Workforce Management (WFM). Continue reading NICE Workforce Management Delivers Transformational Customer Experience for Leading Travel Company

Customer Experience Pioneer and Industry Innovator TeleTech Announces Name Change to TTEC (pronounced T-tec)

TeleTech Holdings, a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most prestigious and innovative brands announced that it has changed its name to TTEC (pronounced T-tec). Continue reading Customer Experience Pioneer and Industry Innovator TeleTech Announces Name Change to TTEC (pronounced T-tec)

Aptean Expands Text Analytics Capabilities with TheySay Acquisition

Aptean, a leading global provider of mission-critical enterprise software solutions, has acquired TheySay, a best-in-market text analytics platform that uses advanced computational linguistics and deep learning to help customers effectively monitor, manage and optimise their reputations and business. Continue reading Aptean Expands Text Analytics Capabilities with TheySay Acquisition

Aspect Software Launches Aspect® Via™ Reseller Program, Appoints David Herzog as SVP Worldwide Partners

Aspect Software, a leading provider of native customer engagement, workforce management and self-service solutions announced their first formal channel partner program for their customer engagement platform, Aspect® Via™, as well as the appointment of David Herzog to Senior Vice President, Worldwide Partners. Continue reading Aspect Software Launches Aspect® Via™ Reseller Program, Appoints David Herzog as SVP Worldwide Partners

Enghouse Interactive Signs activereach® as an Authorised Partner

Enghouse Interactive has announced that it has signed activereach, a leading technology and services provider, as a new member of its partner programme. As an authorised partner, activereach will sell, market and deploy a broad range of Enghouse Interactive products, including the flagship Enghouse Interactive Communications Center (“CC”) solution. Continue reading Enghouse Interactive Signs activereach® as an Authorised Partner

HGS Partners with Inbenta to Enhance Customer Experience Solutions with AI Enablement of Bots & Brains™

Hinduja Global Solutions (HGS) announced an innovative partnership with Inbenta, the natural language processing and AI company. This partnership will enhance HGS’s CX offerings for customers by providing a more efficient and seamless omnichannel integration of the HGS Bots & Brains approach to deliver smart two-way conversations that help consumers get to the right answer, fast. Continue reading HGS Partners with Inbenta to Enhance Customer Experience Solutions with AI Enablement of Bots & Brains™

Q-nomy Enhances Its Omnichannel Customer Journey Management Suite with New AI Chatbot

Q-nomy, a leading global provider of omnichannel customer journey and experience optimization solutions, announced the release of myVisit Chatbot, which enables service providers to provide their customers with an option to converse with a computerized AI agent for locating nearby stores or branches, as well as booking appointments at the desired location. Continue reading Q-nomy Enhances Its Omnichannel Customer Journey Management Suite with New AI Chatbot

Jacada Receives $4.5 Million Investment to Accelerate Delivery of Customer Service Automation Solutions

Jacada announced an equity investment of $4.5 million from multiple investors including Israel Growth Partners (IGP), a Private Equity investment firm and other existing shareholders. In support of Jacada’s history of solid execution and focused Customer Service Automation vision, the funds will be targeted at expediting development of innovative automation and bot technology used to drive efficiency in customer service operations. Continue reading Jacada Receives $4.5 Million Investment to Accelerate Delivery of Customer Service Automation Solutions

Cogito Releases New Version of Cogito Dialog to Augment the Emotional Intelligence of Call Centre Representatives

Cogito, the leader in real-time emotional intelligence solutions, announced a new version of Cogito Dialog, the only system that provides live guidance to improve phone representatives’ emotional intelligence. Based on analysis of millions of calls and advancements in behavioral research, the new version augments human intelligence, helping employees in their most important sales and service moments to increase productivity and customer loyalty. Continue reading Cogito Releases New Version of Cogito Dialog to Augment the Emotional Intelligence of Call Centre Representatives

TD Bank Group acquires artificial intelligence innovator Layer 6

TD Bank Group (TD) announced the acquisition of Layer 6 Inc. (“Layer 6”), a world-renowned artificial intelligence company based in Toronto, Ontario. Layer 6 has emerged as a global thought-leader and pioneer in the delivery of responsive, personalized and insight-driven experiences for the financial services industry. Continue reading TD Bank Group acquires artificial intelligence innovator Layer 6