8×8 Selects Confirmit to Deliver Deeper Customer Insights

Confirmit has been chosen by 8×8, Inc., a leading provider of cloud phone, meeting, collaboration and contact centre solutions, to power its online and telephone surveys within its Voice of the Customer programme. 8×8 selected Confirmit Horizons to replace its existing software due to the strength of Confirmit’s technology, flexibility, competitive offering and ability to be scaled globally. Continue reading 8×8 Selects Confirmit to Deliver Deeper Customer Insights

Lithium Offers Apple Business Chat Integration to Provide Convenient, Personal Messaging

Lithium Technologies, the leading platform for enabling brands to support, serve and engage customers, announced its support for Apple Business Chat, allowing Lithium customers to meet hundreds of millions of iOS customers where they are — on one of the most exciting new channels in the rapidly expanding messaging market. Continue reading Lithium Offers Apple Business Chat Integration to Provide Convenient, Personal Messaging

DevOps adoption will accelerate over the next two years as businesses focus on application-centric approaches, finds Claranet

New research commissioned by managed services provider Claranet has revealed that there is significant appetite for embracing a DevOps approach to services at businesses across Europe, with many looking to scale up their efforts as part of a wider application-first philosophy. Continue reading DevOps adoption will accelerate over the next two years as businesses focus on application-centric approaches, finds Claranet

Why Agent Engagement Hinges on Tool Effectiveness

If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely as one less satisfied to meet key performance metrics such as average handling time, customer satisfaction scores, and first-contact resolution rates. Continue reading Why Agent Engagement Hinges on Tool Effectiveness

Canary Selects Bright Pattern’s Cloud Contact Center Solution to Provide Top-Tier Omnichannel Customer Service

Canary offers a home security device that connects to a user’s smartphone so that customers can check the security of their home on the go. Canary was founded in 2013 and its flagship product is now available in more than 8,000 retail stores across North America and Europe. Continue reading Canary Selects Bright Pattern’s Cloud Contact Center Solution to Provide Top-Tier Omnichannel Customer Service

TTEC Expands Humanify™ @home Solution with Technology Innovation in Evolving Labor Market

TTEC, a leading global customer experience technology and services provider focused exclusively on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands, today announced details around its proprietary work from home program, Humanify @home, which is growing throughout North America. Continue reading TTEC Expands Humanify™ @home Solution with Technology Innovation in Evolving Labor Market

Qubit Announces New Integration with SAP® Applications That Brings True Personalization to Ecommerce Businesses

Qubit Digital Ltd, a leader in marketing personalization technology announced that Qubit 2.0 now integrates with SAP® applications, including SAP® Customer Experience. The Qubit Pro and Qubit Aura products, which allow ecommerce companies to create truly personalized experiences that can increase revenue by up to six percent, can now be seamlessly integrated with the cloud commerce platforms of existing SAP Hybris users. Continue reading Qubit Announces New Integration with SAP® Applications That Brings True Personalization to Ecommerce Businesses

VonageFlow, an All-in-One Workstream Collaboration Solution, Now Available with Vonage Business Cloud

Vonage, a business cloud communications leader, has expanded Vonage Business Cloud (VBC) platform capabilities with VonageFlow, its proprietary workstream collaboration solution. Now, VBC users can leverage team messaging, file sharing, SMS and voice, available across any device, and can integrate directly with the capabilities of Business Inbox, including social messaging via Facebook, available in beta. Continue reading VonageFlow, an All-in-One Workstream Collaboration Solution, Now Available with Vonage Business Cloud