Consumers messaged with brands 97 percent more during Cyber Weekend than last year, while web traffic for retailers grew just 10 percent, LivePerson data shows

LivePerson, a leading provider of conversational commerce solutions, recorded a 97 percent increase in messaging conversations between brands and American consumers through its LiveEngage platform during Cyber Weekend, the five-day period between Thanksgiving and Cyber Monday, and a dramatic 261 percent rise in conversations handled by automation, such as bots. Continue reading Consumers messaged with brands 97 percent more during Cyber Weekend than last year, while web traffic for retailers grew just 10 percent, LivePerson data shows

TTEC Wins Best pan-European Contact Centre award at the European Contact Centre & Customer Service Awards 2018

TTEC, a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands, has won a bronze award in recognition of delivering European Customer Experience Excellence, after being named finalist across three categories at the ECCCSA Awards 2018, held in London. Continue reading TTEC Wins Best pan-European Contact Centre award at the European Contact Centre & Customer Service Awards 2018

FBI Selects Pega to Streamline Operations Across Bureau

Pegasystems, the software company empowering digital transformation at the world’s leading enterprises announced it has been awarded a subscription contract by the Federal Bureau of Investigation (FBI) Business Process Management Unit (BPMU). The FBI will deploy a number of Pega-based applications, including human resources, finance, and security applications that improve workflow and automate processes to improve efficiency and meet both immediate and future organizational needs. Continue reading FBI Selects Pega to Streamline Operations Across Bureau

OpenMarket and RealNetworks Join Forces to Combat Messaging Fraud

RealNetworks, and OpenMarket, a leading mobile messaging company announced a new initiative to identify and counter fraud in the US and UK. Preceding a global rollout, OpenMarket will start by implementing a UK pilot deployment of Kontxt™, a machine-learning platform for next-generation A2P messaging from RealNetworks. Continue reading OpenMarket and RealNetworks Join Forces to Combat Messaging Fraud

K4Connect Selects Ooma Enterprise To Boost Call Center Efficiency and Responsiveness

Ooma, Inc., a smart communications platform for businesses and consumers, today announced that K4Connect, a mission-centered technology company that creates solutions that serve and empower older adults and individuals living with disabilities, has selected Ooma Enterprise to boost efficiency and responsiveness in the company’s customer support department. Continue reading K4Connect Selects Ooma Enterprise To Boost Call Center Efficiency and Responsiveness

TTEC Earns Three Chief Learning Officer Learning In Practice Awards

TTEC, a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands, announced that the company won three of the Chief Learning Officer magazine’s Learning in Practice awards for demonstrating excellence in the design and delivery of workforce learning and development programs. Continue reading TTEC Earns Three Chief Learning Officer Learning In Practice Awards

Bright Pattern Announces a Revolutionary Partner Program Backed by Industry-Leading Technology and Team

Bright Pattern, leading provider of omnichannel cloud contact centre software, unveils its partner program designed to drive new business opportunities and increase profits for value-added resellers (VARs), offering up to 50% higher margin than other contact centre providers. Continue reading Bright Pattern Announces a Revolutionary Partner Program Backed by Industry-Leading Technology and Team

PCI Pal Achieves PCI-DSS Certification for Seventh Consecutive Year

PCI-Pal, a secure payments provider to contact centres, announced it has been recertified and awarded the latest standard from the Payment Security Standards Council, PCI DSS v3.2.1 certification. This certification ensures that its PCI solutions provide a secure way for businesses to manage payment information in contact centre environments. Continue reading PCI Pal Achieves PCI-DSS Certification for Seventh Consecutive Year

Five9 Appoints James Doran as New Executive Vice President of Strategy and Operations

Five9 announced James Doran has joined the company as executive vice president of strategy and operations, effective immediately. In his new role, Doran will report directly to CEO Rowan Trollope and be responsible for corporate strategy, operational maturity, and helping Five9 with growth and scale. Continue reading Five9 Appoints James Doran as New Executive Vice President of Strategy and Operations

Liverpool Football Club Scores a Win With Mitel Cloud Solution for Communications and Collaboration

Mitel® signed a multi-year partnership with Liverpool Football Club (LFC) to become the Club’s Official Global Unified Communications Partner. LFC and Mitel will work together to enhance the fan and employee experience by implementing a high-performance cloud communications and collaboration solution. Continue reading Liverpool Football Club Scores a Win With Mitel Cloud Solution for Communications and Collaboration

Natterbox and Atlantic Technologies join forces to incorporate voice into the end-to-end digital transformation offering

Natterbox, a leading provider of global voice cloud services, today announced a partnership with Atlantic Technologies, an international Salesforce cloud consulting partner, to offer customers a comprehensive, end-to-end digital transformation solution. Continue reading Natterbox and Atlantic Technologies join forces to incorporate voice into the end-to-end digital transformation offering