Two thirds of consumers surveyed by PwC feel companies have lost touch with the human element of the customer experience. Three quarters saying they want more human interaction in future, not less. Continue reading Companies have lost the human touch in customer experience
Monthly Archives: March 2018
Plantronics to Acquire Polycom for $2 billion
Plantronics and Polycom announced that they have entered into a definitive agreement under which Plantronics will acquire Polycom in a cash and stock transaction valued at $2.0 billion enterprise value. The transaction has been unanimously approved by the boards of directors of both companies, is subject to regulatory approvals and other customary closing conditions, and is expected to close by the end of the third calendar quarter of 2018. Continue reading Plantronics to Acquire Polycom for $2 billion
Threads transforms speech recognition from gimmick into useful business tool
While speech recognition appears to have gone mainstream with products like Amazon’s voice assistant Alexa, phone call transcription has hitherto been the preserve of corporate call centres. But things are about to change now that London-based Threads has teamed up with OrecX – who has the world’s largest installed base of open source call recording systems – to provide a low-cost practical business solution. Continue reading Threads transforms speech recognition from gimmick into useful business tool
Ivanti Announces New Cloud AI-Powered Hub and Bot App for Service Management
Ivanti, the company that unifies IT to better manage and secure the digital workplace announced a new cloud-delivered artificial intelligence (AI) application for service management. Redefining the traditional concept of user self-service, the new Ivanti® cloud-based Hub and Bot capabilities deliver a new intelligent virtual support agent (VSA) that is contextual, conversational and intuitive for the end user, fully integrated with the overall service management workflow, and automated to minimize help and service desk resource engagement. Continue reading Ivanti Announces New Cloud AI-Powered Hub and Bot App for Service Management
Orange Belgium and Orange Polska partner with Salesforce and Vlocity to strengthen their Digital Transformation
Orange Belgium and Orange Polska announced that they signed an agreement with Salesforce, the global leader in CRM, and Vlocity, a leading industry cloud company. Salesforce and Vlocity will help Orange achieve business agility faster and reduce time to market by leveraging cloud-based solutions across Orange`s digital and assisted channels. Continue reading Orange Belgium and Orange Polska partner with Salesforce and Vlocity to strengthen their Digital Transformation
TeleSign SMS Messaging Integrates With Microsoft Dynamics 365 for Marketing
TeleSign announced it will bring its global SMS messaging capabilities to Microsoft Dynamics 365 for Marketing. With TeleSign’s SMS app, Dynamics 365 for Marketing users can seamlessly send SMS-based marketing campaigns including alerts, reminders and notifications to increase engagement, usage and brand awareness. Continue reading TeleSign SMS Messaging Integrates With Microsoft Dynamics 365 for Marketing
Cisco Announces New Chief Sales and Marketing Officer and New Chief Customer Experience Officer
Cisco announced that Gerri Elliott has been named executive vice president and chief sales and marketing officer, and Maria Martinez will serve as the company’s executive vice president and chief customer experience officer. Elliott and Martinez will join Cisco’s executive leadership team and serve as executive officers of the company. Continue reading Cisco Announces New Chief Sales and Marketing Officer and New Chief Customer Experience Officer
DialogTech Deepens Integration with Adobe Experience Cloud
DialogTech, the world’s leading provider of marketing analytics for inbound calls, today announced a deepened integration with Adobe Experience Cloud that enables digital marketers to use deep, real-time insights on offline calls and conversations to drive higher-quality conversions, deliver more personalized customer experiences and grow revenue. Continue reading DialogTech Deepens Integration with Adobe Experience Cloud
Phonexia introduces Deep Embeddings
Phonexia has just launched Deep EmbeddingsTM – the latest generation of its voice biometrics engine for speaker identification and verification. The new technology exclusively uses deep neural networks (DNN) to map voices directly to their unique small and fixed length records called voice-prints. Continue reading Phonexia introduces Deep Embeddings
Nuance Digital Messaging Connects People with Brands One Billion Times a Year
Nuance announced a major achievement: The Nuance Customer Engagement Platform now powers one billion digital messaging interactions between consumers and enterprises each year. Today’s news marks an important milestone for messaging, showing that consumers are rapidly embracing it as a preferred means of engaging across nearly all industries, including banking, telecommunications, travel and more. Continue reading Nuance Digital Messaging Connects People with Brands One Billion Times a Year