Synchronoss Technologies Signs Agreement to Acquire honeybee

Synchronoss Technologies, a global leader and innovator of cloud, messaging, digital and IoT products and platforms announced it has signed an agreement to acquire Dixons Carphone plc’s honeybee software business, a leading provider of digital solutions targeted at optimizing the customer experience. Continue reading Synchronoss Technologies Signs Agreement to Acquire honeybee

Liquid Voice Expands Solution Portfolio With New Advanced Voice Analytics

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of Liquid Analytics. This new contact centre tool includes the latest generation transcription engine, developed by Speechmatics in partnership with the University of Cambridge, and uses deep neural networks to achieve an average accuracy of 85% on recordings. Continue reading Liquid Voice Expands Solution Portfolio With New Advanced Voice Analytics

GCI sets itself up for continued growth with Mayfair Equity Partners and the formation of a strategic acquisition fund over £60million

Converged ICT Services Provider GCI is pleased to announce that Mayfair Equity Partners (“Mayfair”) has acquired a majority stake in the business. Mayfair’s investment also includes the formation of a new strategic fund worth over £60 million, providing GCI with significant financial firepower to finance future strategic acquisitions. Continue reading GCI sets itself up for continued growth with Mayfair Equity Partners and the formation of a strategic acquisition fund over £60million

Teleopti Empowers Workforce Management Software with Artificial Intelligence

Teleopti, a global leader in workforce management (WFM) solutions, launched the first of many functionalities within its Artificial Intelligence (AI) initiative, which focuses on enhancing the capabilities of core WFM software. With this release, Teleopti infuses WFM scheduling with AI techniques where the intelligent software automatically learns from the customer, improving the longer it is used and making decisions unique to each customer’s situation. Continue reading Teleopti Empowers Workforce Management Software with Artificial Intelligence

Firstsource Solutions reports Fiscal 2018 results with improved profit margins and recommends a maiden dividend of 15%

Firstsource Solutions Limited, a global provider of customised Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, reported its consolidated financial results for the quarter and the fiscal year ended March 2018 according to Ind AS. Continue reading Firstsource Solutions reports Fiscal 2018 results with improved profit margins and recommends a maiden dividend of 15%

Talkdesk Announces Integration of Enterprise Contact Centre Platform with ServiceNow

Talkdesk, the enterprise contact centre platform, announced Talkdesk Enterprise for ServiceNow. The deep integration between the Talkdesk Enterprise Contact Center Platform and ServiceNow improves agent efficiency and customer experience by enabling voice and ServiceNow interactions, simultaneously. Continue reading Talkdesk Announces Integration of Enterprise Contact Centre Platform with ServiceNow

Clarabridge Announces Platform Updates that Empower Brands to See into the Future of Customer Loyalty

Clarabridge announced powerful updates and new functionalities to its CX Analytics product suite. This year marks the tenth anniversary of the C3 conference and the celebration of a decade of innovation in artificial intelligence, natural language processing, and predictive analytics. Continue reading Clarabridge Announces Platform Updates that Empower Brands to See into the Future of Customer Loyalty

Sitel Group Appoints Leading Facebook Artificial Intelligence Research Engineer Alexandre Lebrun to Board of Directors

Sitel Group, one of the largest customer experience management companies in the world, announced that it has appointed Alexandre Lebrun, head of Engineering at Facebook Artificial Intelligence Research (FAIR), to its board of directors – a move that signals the company’s continued progression toward offering artificially intelligent digital solutions to its clients. Continue reading Sitel Group Appoints Leading Facebook Artificial Intelligence Research Engineer Alexandre Lebrun to Board of Directors

Teleperformance wins Frost & Sullivan Security & Compliance Competitive Strategy Innovation and Leadership Award

Teleperformance, the worldwide leader in omnichannel customer experience management, has been named the recipient of Frost & Sullivan’s 2018 Best Practice Award for Security & Compliance Contact Center Outsourcing Competitive Strategy Innovation and Leadership. Continue reading Teleperformance wins Frost & Sullivan Security & Compliance Competitive Strategy Innovation and Leadership Award

Study Finds 97 Percent of Customer Support Agents Say They Worry About Ability To Deliver Superior Service

A new study released, “Investigating the Customer Support Persona,” found that while customer support teams are staffed by professionals who feel dedicated to their jobs, the complexity of the software and applications they use for their role makes it difficult for them to perform their tasks optimally. Continue reading Study Finds 97 Percent of Customer Support Agents Say They Worry About Ability To Deliver Superior Service

Sensely Announces Partnership with Leading Middle East Insurance Services Company

Sensely announced a partnership agreement with NAS, a Third Party Administrator based in the United Arab Emirates. The companies will be working in close collaboration to deploy Sensely’s virtual health assistant technology to the NAS member ecosystem as a means of boosting engagement and providing a more efficient communication channel. Continue reading Sensely Announces Partnership with Leading Middle East Insurance Services Company

Aspect Software Enters Into a Strategic Partnership With Vion Consulting

Aspect Software announced the commencement of a global strategic partnership with Vion Consulting, a leading provider of customer experience management solutions. With an unparalleled ability to know and act on consumer intent, this alliance with Vion will add value to delivery of Aspect’s customer engagement solutions suite in India and the Middle East. Continue reading Aspect Software Enters Into a Strategic Partnership With Vion Consulting

Zappix, Inc. Visual IVR Implemented by Major Retailer to Improve Self-Service

Zappix, a leading provider of cloud-based Visual IVR platforms improving digital self-service and transforming the user journey during contact centre interactions, has delivered a positive ROI for a major distributed US retailer with over 100,000 employees that implemented their solution for human resources use. Continue reading Zappix, Inc. Visual IVR Implemented by Major Retailer to Improve Self-Service