Monthly Archives: June 2018

Technology

InMoment Transforms Surveys into Intelligent Conversations with AI-driven Multimedia Feedback

InMoment announced the seamless addition of advanced mobile voice and image curation and analysis capabilities to its growing suite of interactive feedback modalities, which also include video, the pioneering AI-powered conversation engine Active Listening™, as well as traditional mobile app, voice, and web. Continue reading InMoment Transforms Surveys into Intelligent Conversations with AI-driven Multimedia Feedback →

Technology

Evergage Launches New Survey Tool – for Targeted, Smarter Surveys That Can Trigger In-the-Moment Personalization

Evergage announced the launch of Evergage SmartSurveysTM – enabling companies to design and deliver highly targeted surveys that improve customer relationships. With SmartSurveys, a full and first-of-its-kind Voice of the Customer (VoC) survey tool, companies can ask timely and contextually relevant questions tailored to each prospect or customer – and then use the response data to affect and improve experiences in real time, at the individual level. Continue reading Evergage Launches New Survey Tool – for Targeted, Smarter Surveys That Can Trigger In-the-Moment Personalization →

Acquisitions & Mergers

Convergys to be Acquired by SYNNEX Corporation for $2.8 Billion in Cash and Stock

Convergys, a global leader in customer experience outsourcing announced that it has entered into a definitive agreement under which SYNNEX Corporation, a leading business process services company, will acquire Convergys in a cash and stock transaction with an enterprise value of approximately $2.8 billion, including approximately $170 million of Convergys outstanding net debt. Continue reading Convergys to be Acquired by SYNNEX Corporation for $2.8 Billion in Cash and Stock →

Technology

Kofax Named a Strong Performer in Robotic Process Automation by Independent Research Firm

Kofax®, a leading supplier of software to automate and digitally transform information intensive processes announced it was among the select companies that Forrester invited to participate in its 2018 Forrester Wave™ evaluation, The Forrester Wave™: Robotic Process Automation, Q2 2018. In this evaluation, Kofax was cited as a Strong Performer in RPA. The evaluation focused on three areas: Current Offering, Strategy and Market Presence. Continue reading Kofax Named a Strong Performer in Robotic Process Automation by Independent Research Firm →

Partnerships

Exertis Provides Resellers with Opportunity to capitalise on UC markets

Exertis, a leading distributor of technology products for the B2B, mobile and retail markets announced the availability of the full range of Mitel’s unified communications and collaboration solutions (UCC) to UK resellers, providing a new procurement route enhanced by a range of value added services. Exertis was previously a distributor for ShoreTel, acquired by Mitel last year. Continue reading Exertis Provides Resellers with Opportunity to capitalise on UC markets →

Acquisitions & Mergers

SYNNEX’ Concentrix Division Announces Acquisition of Convergys

SYNNEX Corporation and Convergys announced they have reached a definitive agreement in which SYNNEX would acquire Convergys, and integrate it with Concentrix, a wholly-owned subsidiary and top global provider of customer engagement CRM BPO services. The transaction is expected to close by the end of the 2018 calendar year, subject to the approval of shareholders of both companies, regulatory requirements, and customary closing conditions. Continue reading SYNNEX’ Concentrix Division Announces Acquisition of Convergys →

Market Research

Contact centres failing to engage and retain young Millennial and GenZ customer service agents

Young Millennial / GenZ Customer Service Agents (ages 18-24) could be the largest customer service agent demographic in the next several years but they could also be the least happy and most likely to leave their jobs, according to the 2nd annual Aspect Agent Experience Index survey, which surveyed US employees. Continue reading Contact centres failing to engage and retain young Millennial and GenZ customer service agents →

Technology

Cyara Empowers Contact Centres to Deliver Personalized Customer Journeys

With its latest update, Cyara is taking aim at one of the biggest customer-service frustrations: the loss of data when customers move from self-service to agent-assisted service, or from one channel to another. To earn customer loyalty and satisfaction, leading global enterprises know they must deliver consistent and personalized customer experiences across all touchpoints and at each step of their customer’s journey. Continue reading Cyara Empowers Contact Centres to Deliver Personalized Customer Journeys →

Outsourcing

SYKES Strengthens Presence in India as Part of Strategic Growth Plan

SYKES, a leading provider of multichannel demand generation and global customer engagement services, has expanded its footprint with the launch of SYKES India’s latest customer experience centre at Mantri Cosmos Gachibowli, Hyderabad. This new site adds to two existing sites in India: one at Mindspace, Hyderabad and the other in Bengaluru. Continue reading SYKES Strengthens Presence in India as Part of Strategic Growth Plan →

Technology

Twilio Launches Build: A Partner Program for an API-First World

Twilio announced Twilio Build, a partner program designed from the ground up with an API-first, developer-first approach. Twilio Build delivers go-to-market support, certification and training programs, and a partner success team to support consulting and technology organizations as they partner with Twilio to innovate for their customers, grow their businesses, and transform the communications industry. Continue reading Twilio Launches Build: A Partner Program for an API-First World →