Most Customers Hate AI & Chatbots for This Reason…

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Continue reading Most Customers Hate AI & Chatbots for This Reason…

Freshworks Brings Context to Collaboration with Freshconnect

Freshworks, the global leader in customer engagement cloud software announced the launch of Freshconnect, a new contextual collaboration solution for support and sales teams. Immediately available to Freshdesk and Freshsales users, the new collaboration tool makes it easy for customer-facing and internal teams to work more efficiently with each other on customer issues and sales deals. Continue reading Freshworks Brings Context to Collaboration with Freshconnect

CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience

CGS, a global provider of business applications, enterprise learning and outsourcing services announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 U.S. and U.K. individuals, ages ranging from 18 to over 65. The survey looked at consumer preferences for customer service engagements, specifically chatbot usage. Continue reading CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience

Sangoma Announces Transformative Acquisition of Digium

Sangoma Technologies, a trusted leader in delivering Unified Communications solutions for SMBs, Enterprises, OEMs, and Service Providers, both on-premises and in the cloud, has entered into a definitive agreement to acquire all of the outstanding shares of Digium, Inc. The deal is expected to close on or about August 31, 2018, subject to customary closing conditions. Continue reading Sangoma Announces Transformative Acquisition of Digium

NICE inContact CXone Summer 2018 Release Launches New Embedded Analytics and Omnichannel Social Capabilities for Better Customer and Agent Experiences

NICE inContact, a NICE business announced the Summer 2018 release of NICE inContact CXone, the world’s #1 cloud customer experience platform, with innovations that empower organizations to win in the experience economy and deliver exceptional agent and customer experiences. Continue reading NICE inContact CXone Summer 2018 Release Launches New Embedded Analytics and Omnichannel Social Capabilities for Better Customer and Agent Experiences

[24]7.ai and KPMG Align to Bring Intent-Driven Customer Engagement Solutions to Large Enterprises

[24]7.ai, a global leader in intent-driven customer engagement solutions, and KPMG LLP, the U.S. audit, tax and advisory firm, are teaming to help companies enhance the customer service experience and accelerate digital transformation, while reducing their overall cost to serve customers. Continue reading [24]7.ai and KPMG Align to Bring Intent-Driven Customer Engagement Solutions to Large Enterprises

Cognizant to Acquire SaaSfocus to Expand Salesforce Cloud Consulting Capabilities

Cognizant announced it has agreed to acquire SaaSfocus, a privately-held consulting firm specializing in digital transformation, leveraging the Salesforce Platform. The transaction is expected to close in the fourth quarter of 2018, subject to certain closing conditions. Financial details were not disclosed. Continue reading Cognizant to Acquire SaaSfocus to Expand Salesforce Cloud Consulting Capabilities