Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success
Monthly Archives: July 2018
Freshworks Secures $100 Million Investment Led by Accel and Sequoia
Freshworks, a global leader in customer engagement software, announced it has secured $100 million in financing and has hired former AppDynamics Vice President of Finance & Treasury Suresh Seshadri as its chief financial officer. The latest round of funding is co-led by Accel and Sequoia, with participation from CapitalG, bringing Freshworks’ total amount of capital raised to $250 million. The cash infusion will be used to further expand Freshworks’ worldwide expansion as well as continued investment in its integrated SaaS platform. Continue reading Freshworks Secures $100 Million Investment Led by Accel and Sequoia
Qubit Named a Leader in the 2018 Gartner Magic Quadrant for Personalization Engines
Qubit announced that Gartner Inc. has named the company a Leader in their 2018 Magic Quadrant for Personalization Engines. Continue reading Qubit Named a Leader in the 2018 Gartner Magic Quadrant for Personalization Engines
Avaya Named a Leader by Gartner in 2018 Magic Quadrant for Unified Communications
Avaya Holdings announced that Avaya is again positioned as a Leader in the Gartner Magic Quadrant for Unified Communications, the ninth time that the company has been in a Leader position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as companies that “execute well against their current vision and are well positioned for tomorrow.” Continue reading Avaya Named a Leader by Gartner in 2018 Magic Quadrant for Unified Communications
Mitel Named a Leader in Gartner Magic Quadrant for Unified Communications for Fifth Consecutive Year
For the fifth consecutive year, Gartner has named Mitel® a Leader in the Gartner Magic Quadrant for Unified Communications. A global leader in business communications, Mitel helps more than 70 million business users in more than 100 countries to connect and collaborate seamlessly. Continue reading Mitel Named a Leader in Gartner Magic Quadrant for Unified Communications for Fifth Consecutive Year
Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard
COPC Inc. announces that Orange, a provider of convergent fixed and mobile telecom products, has met the qualifications for its Spain, Romania and Madagascar sites to be certified to the COPC Customer Experience (CX) Standard, Customer Service Provider (CSP) version. Continue reading Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard
State of Utah Launches Statewide Customer Experience Program with Qualtrics to Better Serve its Citizens
The State of Utah announced that it is launching a statewide customer experience program focused on improving the experience of its citizens. The program, run on the Qualtrics XM Platform™, will save the state money by doing more in-house research, consolidate all customer experience programs on a single platform, and help the state achieve its goal of 25% greater efficiency in government. Continue reading State of Utah Launches Statewide Customer Experience Program with Qualtrics to Better Serve its Citizens
Jacada Selected by Puget Sound Energy to Provide Intelligent Customer Self-Service Solutions
Jacada announced that it has signed a deal to provide autonomous customer service software solutions for Puget Sound Energy (PSE), Washington state’s oldest local energy company, providing electric and natural gas service to homes and businesses primarily in the Puget Sound area. Continue reading Jacada Selected by Puget Sound Energy to Provide Intelligent Customer Self-Service Solutions
LeadingRE Adds RingCentral to its Solutions Group Program
Leading Real Estate Companies of the World® brings RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, to its Solutions Group program of preferred business resources for its global network of 565 market-leading real estate firms. Continue reading LeadingRE Adds RingCentral to its Solutions Group Program
Upstream Works Software Selected for Cisco SolutionsPlus Program
Upstream Works Software Ltd., a provider of customer experience and omnichannel contact center solutions, announced today that it is expanding its relationship with Cisco and is now a member of the Cisco SolutionsPlus partner ecosystem. Continue reading Upstream Works Software Selected for Cisco SolutionsPlus Program