RiverStar Releases QueView, an Integrated Email Handling Solution for NICE InContact

RiverStar, a contact centre software and custom applications solution provider announced the release and general availability of its QueView software application. QueView runs within the NICE inContact application, and provides custom responsiveness and better control over email queues by allowing supervisors and agents to assign emails to agents based on availability, skill or any other criteria. Continue reading RiverStar Releases QueView, an Integrated Email Handling Solution for NICE InContact

Ovum Ranks Automation Anywhere A Leader in RPA Platforms Decision Matrix

Automation Anywhere®, the global leader in Robotic Process Automation (RPA) announced it was ranked a leader in the Ovum RPA Platforms Decision Matrix 2018-19, which evaluated ten automation vendors. Automation Anywhere achieved highest scores for both the “technical” and “execution and market impact” assessment dimensions. Continue reading Ovum Ranks Automation Anywhere A Leader in RPA Platforms Decision Matrix

NewVoiceMedia wins Best in Biz Award for Most Innovative Product Feature

NewVoiceMedia, a Vonage Company (NYSE:VG) and leading global provider of cloud contact centre and inside sales solutions, has been named a silver winner in the Most Innovative Product Feature of the Year – Enterprise/SMB category of Best in Biz Awards, the only independent business awards program judged each year by prominent editors and reporters from top-tier publications in North America. Continue reading NewVoiceMedia wins Best in Biz Award for Most Innovative Product Feature

ENACOMM Strikes Reseller Agreement with Carousel Industries to Outfit Financial Institutions with Voice Banking and Intelligent IVR

Banks and credit unions are now able to harness the power of artificial intelligence, big data and new consumer technologies to affordably modernize the self-service experience they create for customers and members. Continue reading ENACOMM Strikes Reseller Agreement with Carousel Industries to Outfit Financial Institutions with Voice Banking and Intelligent IVR

Pegasystems Honored by Best in Biz Awards for Third Consecutive Year

Pegasystems, the software company empowering digital transformation at the world’s leading enterprises announced that Pega Infinity™ was named a Silver winner for Most Innovative Product Feature of the Year – Enterprise and SMB in the eighth annual Best in Biz Awards. This marks the third consecutive year that a Pega solution has been honored in this awards program. Continue reading Pegasystems Honored by Best in Biz Awards for Third Consecutive Year

Ada Secures $19 Million in Series A Funding Led by FirstMark Capital

Ada, a global leader in automated customer service, today announced that it has raised C$19 million in Series A funding. The round was led by FirstMark Capital with participation from Leaders Fund and Burst Capital, as well as returning investors Bessemer, Version One, and computer scientist, Barney Pell. Continue reading Ada Secures $19 Million in Series A Funding Led by FirstMark Capital

Tom Puorro Leaves Cisco To Join Plantronics as Exec VP, General Manager

Plantronics, an audio pioneer and unified communications (UC) technology leader announced Tom Puorro is joining the company as Executive Vice President, General Manager, Group Systems. In this role, Puorro will lead the team responsible for audio and video collaboration solutions for the modern workplace. Continue reading Tom Puorro Leaves Cisco To Join Plantronics as Exec VP, General Manager

Striking a balance between communication recording and data privacy

The past year has seen a whirlwind of regulatory change around communication. MiFID II, aimed at the financial services sector, and General Data Protection Regulation (GDPR), which effects every business, have come into force, both disrupting the traditional way of approaching customer communications and record keeping. Continue reading Striking a balance between communication recording and data privacy