Twilio Announces the General Availability of Flex, Fueling the Next Generation of the Contact Centre

Twilio, the leading cloud communications platform announced that Twilio Flex, the first fully programmable cloud contact centre platform, is now generally available. Since its announcement in March, Flex has rolled out to thousands of contact center agents including support and sales teams at Lyft, Scorpion, Shopify and U-Haul. Continue reading Twilio Announces the General Availability of Flex, Fueling the Next Generation of the Contact Centre

LogMeIn Redefines Employee Support with New Product Lineup

LogMeIn introduced two solutions to its market-leading product portfolio – both designed to revolutionise the employee support process. By making the technology easier, faster and more frictionless than ever before, LogMeIn is removing the need for companies to choose between the requirements of IT and the expectations of employees. Continue reading LogMeIn Redefines Employee Support with New Product Lineup

LivePerson and AdLingo Enable Brands to Have One-to-One Conversations with Consumers Inside Display Ads

LivePerson, a leading provider of conversational commerce solutions, announced an integration with the newly launched, AdLingo, a conversational marketing platform built within Area 120, Google’s incubator for experimental projects. AdLingo’s Conversational Display Ads are a new way for brands to connect with consumers digitally as they are browsing content across the display network. Continue reading LivePerson and AdLingo Enable Brands to Have One-to-One Conversations with Consumers Inside Display Ads

Blue Diamond Growers Go Live with Conversational Online Self-Service Using Astute Bot

Blue Diamond Growers recently launched a new customer self-service chatbot on its website using AI-driven virtual agent technology from Astute. In its first month, the new Blue Diamond bot has assisted close to 6,000 consumers in finding answers to questions about products, coupons, recipes and more. Continue reading Blue Diamond Growers Go Live with Conversational Online Self-Service Using Astute Bot

LivePerson Acquires AdvantageTec, Adding Service Department Messaging Platform to its Automotive Company, Contact At Once!

LivePerson, a leading provider of conversational commerce solutions announced the acquisition of AdvantageTec, a leading provider of texting solutions for service departments of automotive dealerships. The addition of AdvantageTec to Contact At Once!, LivePerson’s automotive company, helps enable conversational commerce across the entire dealership, including variable and fixed operations. Continue reading LivePerson Acquires AdvantageTec, Adding Service Department Messaging Platform to its Automotive Company, Contact At Once!

J.D. Power and ClickFox Create Alliance

Expanding its industry-leading customer experience solutions, J.D. Power today announced a unique global alliance with ClickFox that combines J.D. Power’s world-leading consumer research, data analytics and customer experience advisory capabilities with ClickFox’s industry-leading customer journey analytics platform which analyzes billions of cross-channel journey interactions at the world’s largest financial services, energy, retail, healthcare and insurance companies. Continue reading J.D. Power and ClickFox Create Alliance

AGC Networks Partners with RingCentral to Address Global Enterprise Demand for Cloud Communications Solutions

AGC Networks, a global technology solutions integrator, and RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, have partnered to bring cloud communications solutions to enterprises around the world. Continue reading AGC Networks Partners with RingCentral to Address Global Enterprise Demand for Cloud Communications Solutions

BookingBug and Field Dynamics Partner to Transform Customer Experience for Local Government

BookingBug, market leading experts in customer journey unification management solutions, and Field Dynamics, a leading technology specialist delivering advanced analytics and diagnostics to large field-based organisations, announced a joint partnership today aimed to transform the way UK councils, healthcare and education providers drive best in class experiences across digital and physical touchpoints, while meeting Government Digital Service accessibility standards. Continue reading BookingBug and Field Dynamics Partner to Transform Customer Experience for Local Government

RingCentral Named a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide Report

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that Gartner has recognized RingCentral as a Leader in the Magic Quadrant for Unified Communications as a Service, Worldwide report.* In the Magic Quadrant report, published on October 10, 2018, RingCentral was positioned furthest to the right within the Leaders quadrant for completeness of vision and ability to execute. Continue reading RingCentral Named a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide Report

Serenova Named by Gartner as a Challenger in the 2018 Magic Quadrant for Contact Center as a Service, North America

Serenova, a leading CCaaS and WFO provider, has been positioned in the Challengers quadrant of the October 2018 Gartner Magic Quadrant for Contact Center as a Service, North America. Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant is a definitive source of objective and independent evaluations of enterprise CCaaS solutions. Continue reading Serenova Named by Gartner as a Challenger in the 2018 Magic Quadrant for Contact Center as a Service, North America

Twilio Announces Autopilot, Enabling Millions of Developers to Build Omnichannel Bot Experiences That Don’t Suck

Twilio, the leading communications platform, today announced Twilio Autopilot, the first fully programmable, conversational AI platform for building custom bots, IVRs and home assistant apps. Consumers want a quick, self-service option when interacting with businesses but are often frustrated when that experience does not connect them to the information they need. Autopilot uses best-in-class conversational patterns to automate the initial, information-gathering conversation with customers. Continue reading Twilio Announces Autopilot, Enabling Millions of Developers to Build Omnichannel Bot Experiences That Don’t Suck