NICE Announces Closing of Mattersight Acquisition, Introducing a New Generation of Customer Analytics

NICE announced the completion of its acquisition of Mattersight Corporation. The finalization of this deal brings together the market’s leading behavioral analytics and cloud innovators, empowering organizations to provide exceptional customer experience through deep understanding of the customer persona. Continue reading NICE Announces Closing of Mattersight Acquisition, Introducing a New Generation of Customer Analytics

Avoiding AI Adoption Mistakes

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence of the two in customer service and support environments. These projections have many contact centre leaders wondering what they should, and shouldn’t, be focused on when it comes to AI adoption in the coming years. What about AI is hype? And, where is it a sustainable, effective solution for improving the customer experience? Continue reading Avoiding AI Adoption Mistakes

NICE Delivers Revolutionary Shape Analysis Capability, Empowering Organizations to Rapidly Deploy Robotic Process Automation

NICE announced that the new Robotic Automation Shape Analysis feature enables organizations to automate significantly more business processes by seamlessly expanding into previously inaccessible virtual desktop environments. Continue reading NICE Delivers Revolutionary Shape Analysis Capability, Empowering Organizations to Rapidly Deploy Robotic Process Automation

Bright Pattern Announces Partnership with Conduit Global to Power Digital Transformation for Contact Centres of All Sizes

Bright Pattern, the leading provider of enterprise contact centre software announces its partnership with Conduit Global, a pioneer in the cloud Contact Center as a Service (CCaaS) industry with more than 25 years’ experience planning, deploying, and managing omnichannel contact centre solutions. Continue reading Bright Pattern Announces Partnership with Conduit Global to Power Digital Transformation for Contact Centres of All Sizes

Medallia Names SaaS Industry Veteran Leslie Stretch President and Chief Executive Officer

Medallia, the leading customer experience management cloud company announced that Leslie Stretch has been named Medallia’s President and Chief Executive Officer. Previously, Stretch served as President and CEO of CallidusCloud for 10 years. In his time at Callidus he delivered a 25X increase in value in the public markets culminating in the company’s acquisition for $2.5 billion earlier this year. Continue reading Medallia Names SaaS Industry Veteran Leslie Stretch President and Chief Executive Officer