NICE inContact CXone Spring 2018 Release Introduces New Omnichannel Customer Experience Insights, Enhanced Workforce Collaboration and Elevated Omnichannel Customer Experiences

NICE inContact, a NICE business, announced the NICE inContact CXone Spring 2018 release with new capabilities to enable organizations of all sizes to win in the experience economy. To continuously improve customer interactions across the customer journey, contact centres will be empowered to: Continue reading NICE inContact CXone Spring 2018 Release Introduces New Omnichannel Customer Experience Insights, Enhanced Workforce Collaboration and Elevated Omnichannel Customer Experiences

Top 100 US Automotive Dealership Selects 8×8 to Improve Employee and Customer Engagement

8×8 announced that Gettel Automotive Group, ranked 68th on Automotive News’ annual top US automotive dealership groups list, has selected 8×8 to move almost 1,000 employees from their current cloud communications solution to the newly announced X Series, the next generation enterprise system of engagement and intelligence. Continue reading Top 100 US Automotive Dealership Selects 8×8 to Improve Employee and Customer Engagement

Stockport Metropolitan Borough Council Advances Digital-First Approach With Verint

Verint® announced that the UK’s Stockport Metropolitan Borough Council has implemented its latest Engagement Management Professional solution to support council employees in the delivery of effective, consistent, quality service to its nearly 300,000 citizens. Continue reading Stockport Metropolitan Borough Council Advances Digital-First Approach With Verint

IVR Technology Group Adds Pay by Chat and Social Media to Payment Technology Stack

IVR Technology Group announces that the company has integrated pay by chat and pay by social media messaging to their popular Compass Payments Suite to increase the omnichannel experience for companies whose customers are looking for more options when making payments. Continue reading IVR Technology Group Adds Pay by Chat and Social Media to Payment Technology Stack

Marriott International Launches Global Customer Recognition Platform Powered by Salesforce, Providing Personalization at Scale Across All Consumer Touchpoints

Marriott International, Inc., the global leader in hospitality, and Salesforce, the global leader in CRM, today announced the global rollout of Marriott’s new customer recognition platform. Powered by Salesforce, the platform enables Marriott to conduct one, continuous interaction with members of its loyalty programs across guest channels including call centres, on-property, web and mobile, on a global scale. Continue reading Marriott International Launches Global Customer Recognition Platform Powered by Salesforce, Providing Personalization at Scale Across All Consumer Touchpoints

Convergys Introduces Conversational Virtual Assistant Technology to Leading North American Financial Institution

Convergys, a global leader in customer management, recently completed a pilot implementation of a conversational virtual assistant solution at one of North America’s largest financial services companies. This solution resulted in an annual cost savings of $8.5 million, achieved by increasing the number of calls managed by the Interactive Voice Response (IVR) system by more than two million, decreasing misrouted calls by 67 percent, and creating a seamless conversational experience for self-service across all channels. Continue reading Convergys Introduces Conversational Virtual Assistant Technology to Leading North American Financial Institution

Teleperformance Announces New Consultancy Business Praxidia for Customer Experience Research, Advisory and Analytics

Teleperformance announced the launch of Praxidia; a new and unique consultancy business based on the Group’s massively successful global expertise in omnichannel customer experience management and its extensive ongoing insights into customer behavior. Continue reading Teleperformance Announces New Consultancy Business Praxidia for Customer Experience Research, Advisory and Analytics

Francisco Partners to Acquire Bomgar

Francisco Partners (“FP”), a leading technology-focused private equity firm, announced it has signed a definitive agreement to acquire Bomgar, a leader in secure access solutions. The acquisition will strengthen Francisco Partners’ security technology portfolio with the addition of Bomgar’s privileged access and identity management solutions. Francisco Partners is acquiring Bomgar from Thoma Bravo, and financial details were not disclosed. Continue reading Francisco Partners to Acquire Bomgar

InGenius Releases New Integration for Microsoft Dynamics 365 at Genesys CX18

InGenius® is happy to announce a new integration for InGenius Connector Enterprise between the Genesys® PureEngage® platform and Microsoft Dynamics® 365. The InGenius platform uses features such as screen pop, click-to-dial, CRM screen transfer, and automated case creation to make it easier for agents and organizations to work efficiently and achieve their business objectives. Continue reading InGenius Releases New Integration for Microsoft Dynamics 365 at Genesys CX18