Daily Archives: October 4, 2018

Market Research

Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation

More than a third (34.2%) of UK workers believe that robots and automation will deliver more interesting and creative jobs for future generations, according to new research. However, the majority of employees require more education to understand the technology’s capabilities, revealing an urgent need for UK businesses to provide comprehensive training during RPA on-boarding. Continue reading Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation →

Technology

Talkdesk Raises $100 Million to Power the Contact Centre of the Future

Talkdesk, the fastest growing Contact Centre as a Service provider announced $100 million in Series B funding led by Viking Global Investors with participation from existing investor DFJ. As the largest round ever raised for a private company in the contact center industry, the funding is strong validation of the company’s current performance and future potential. Continue reading Talkdesk Raises $100 Million to Power the Contact Centre of the Future →

Acquisitions & Mergers

Lithium Technologies and Spredfast Complete Merger

Lithium Technologies and Spredfast announced the closing of their merger transaction. Individually, each is the category creator and leader in social customer care and social media marketing. The combination of Lithium and Spredfast’s expertise and technology creates an unparalleled ability to connect with the customer wherever they are. Continue reading Lithium Technologies and Spredfast Complete Merger →

Who's Buying What?

AKYTA Helps Entrust Energy Reduce Costs by 50 Percent Using Genesys Cloud Solution

Entrust Energy, a Houston-based retail energy company, has significantly reduced costs by deploying the Genesys® PureCloud® platform. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys, the global leader in omnichannel customer experience and contact centre solutions. Continue reading AKYTA Helps Entrust Energy Reduce Costs by 50 Percent Using Genesys Cloud Solution →

Acquisitions & Mergers

Quovim C3 Acquires Workforce Management & Customer Experience Consulting Firm, SSA Solutions

Quovim C3, a provider of Contact Centre and Unified Communications solutions and consulting services, announces the acquisition of Montreal-based SSA Solutions, a leading Workforce Management consulting firm with an impressive list of customer accounts in customer engagement and workforce optimization. Continue reading Quovim C3 Acquires Workforce Management & Customer Experience Consulting Firm, SSA Solutions →

Who's Buying What?

PHH Mortgage Moves its Contact Centre to the Cloud with Serenova

Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimization (WFO) provider announced that PHH Mortgage, one of the largest subservicers of residential mortgages in the United States, has selected its CCaaS platform, CxEngage. PHH was introduced to Serenova via D&M Enterprise Group (link is external), a Holmdel, N.J.-based Platinum Plus partner of telecom master agent Intelisys, to evaluate the best course of action for its customer experience moving forward. Continue reading PHH Mortgage Moves its Contact Centre to the Cloud with Serenova →

Whitepaper

Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper

Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, has published a new whitepaper, A Chatbot for Your Contact Centre, in celebration of Customer Service Week. Designed as a buyer’s guide for the contact centre, the complimentary whitepaper outlines industry best practices and provides questions to ask when selecting a conversational platform. Continue reading Creative Virtual Celebrates Customer Service Week with New Contact Centre Whitepaper →

Partnerships

Bright Pattern Announces Partnership with Waterfield Technologies to Help Contact Centres Increase Efficiency and Provide Superior Customer Service

Bright Pattern, the leading provider of enterprise contact centre software announces its partnership with Waterfield Technologies, a leading enterprise software and professional services organization providing voice and mobile solutions that drive customer engagement. Continue reading Bright Pattern Announces Partnership with Waterfield Technologies to Help Contact Centres Increase Efficiency and Provide Superior Customer Service →