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
Evolve IP Recognized in Gartner’s Market Guide for Desktop as a Service
Evolve IP®, The Cloud Strategy Company™, announced that it has been included in the June 2018 Gartner Market Guide for Desktop as a Service (DaaS). The Market Guide, which includes 10 DaaS providers around the world1 including Evolve IP, Amazon Web Services (AWS), Citrix and VMware, provides insight and coverage into the service scope of the DaaS market. Continue reading Evolve IP Recognized in Gartner’s Market Guide for Desktop as a Service
Vendors adopting Google Contact Centre AI
Google has entered the contact centre market with the release of an AI platform supporting virtual agents and call analytics. Leading vendors were quick to adopt Google Contact Centre AI. Here is the roundup of the vendors so far. Continue reading Vendors adopting Google Contact Centre AI
Aculab launches new biometric speaker verification system – VoiSentry
Aculab, a global provider of development APIs for voice, fax, speech and SMS, is pleased to announce the launch of its biometric speaker verification system. Continue reading Aculab launches new biometric speaker verification system – VoiSentry
Mitel Announces New Integration with Google Cloud Contact Center AI
Mitel®, a global leader in business communications announced an integration with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres. Continue reading Mitel Announces New Integration with Google Cloud Contact Center AI
Noble Systems Pursuing Patent Infringement Lawsuit Against Acqueon
Noble Systems Corporation, (“Noble”) is pursuing a lawsuit against Acqueon Technologies, Inc. (“Acqueon”) for patent infringement in the U.S. District Court for the Northern District of Texas. The Complaint alleges infringement by Acqueon’s “LCM” and “U-Nexsys” products, and Aqueon’s TCPA compliance module. Continue reading Noble Systems Pursuing Patent Infringement Lawsuit Against Acqueon