MindTouch, a provider of cloud-based, AI-powered knowledge management solutions, has achieved Knowledge-Centered Service (KCS®) v6 verification for its knowledge management platform. Continue reading MindTouch Knowledge Management Platform Receives KCS® v6 Verification
Monthly Archives: November 2018
Vonage completes acquisition of NewVoiceMedia
Vonage completed the acquisition of privately-held NewVoiceMedia, an industry-leading cloud Contact Centre-as-a-Service (CCaaS) provider, for an equity price of $350 million in cash. Continue reading Vonage completes acquisition of NewVoiceMedia
Firstsource reports Second Quarter Fiscal 2019 Results
Firstsource Solutions Limited, a global provider of customised Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, reported its consolidated financial results for the quarter ended September 2018. Continue reading Firstsource reports Second Quarter Fiscal 2019 Results
How to avoid the 5 most common mistakes in forecasting
According to Nick Brook at Teleopti, resource forecasting in contact centres needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics… Continue reading How to avoid the 5 most common mistakes in forecasting
Adobe Completes Acquisition of Marketo
Adobe announced the completion of its acquisition of Marketo, the market leader for B2B marketing engagement. With Adobe’s acquisition of Marketo, customers will benefit from the combination of Adobe Experience Cloud’s analytics, personalization and content capabilities with Marketo’s lead management, account-based marketing and revenue attribution technology, helping companies further connect marketing engagement to revenue growth. Continue reading Adobe Completes Acquisition of Marketo
Verint Named World Leader in Workforce Management Market Report by Pelorus Associates
Verint®, The Customer Engagement Company™ announced that it has been named the global market leader in Pelorus Associates’ 2018 Workforce Management (WFM) Systems Market report with a number one ranking in overall global market share.1 Continue reading Verint Named World Leader in Workforce Management Market Report by Pelorus Associates
Puzzel announces new agent application for a connected omni-channel customer service
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to help agents manage customer enquiries and streamline the customer journey. The new agent application supports direct integration through widgets to the agent’s screen to enterprise solutions providing access to customer relationship management information, invoice history, product or service details, user knowledgebases and more. Continue reading Puzzel announces new agent application for a connected omni-channel customer service
Global Content Operating Model Transforms Traditional Content Strategies for International Brands
SDL, a global leader in content creation, translation, management and delivery announces it is helping leading brands develop their own Global Content Operating Model (GCOM), addressing their most complex content and language challenges as they engage with global audiences. Continue reading Global Content Operating Model Transforms Traditional Content Strategies for International Brands
Centrica forms strategic partnership with Microsoft to transform field operations with Dynamics 365 and AI
Centrica, the leading international energy and services firm with well-known customer brands British Gas, Dyno and Direct Energy, has formed a strategic partnership with Microsoft designed to transform the way its 12,000-strong team of British Gas engineers serve customers across the UK. The agreement is at the heart of the Centrica purpose to “provide energy and services to satisfy the changing needs of their customers”. Continue reading Centrica forms strategic partnership with Microsoft to transform field operations with Dynamics 365 and AI
Acqueon Announces a Suite of Proactive Engagement Products that Drive Effortless Customer and Agent Experience
Acqueon Technologies, a leader in delivering AI powered proactive customer experiences, unveiled a suite of products that are engineered to drive effortless experience for both contact centre agents and customers, at the Cisco’s Customer Journey Sales Summit, in New Orleans. Continue reading Acqueon Announces a Suite of Proactive Engagement Products that Drive Effortless Customer and Agent Experience
NICE inContact Wins 2018 Contact Center Technology Award from CUSTOMER Magazine
NICE inContact, a NICE business announced that TMC, a global, integrated media company, has named NICE inContact CXone, the world’s #1 cloud customer experience platform, as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. CXone was recognized for innovating customer service technology and improving the customer experience. Continue reading NICE inContact Wins 2018 Contact Center Technology Award from CUSTOMER Magazine