A Major Wireless Service Provider Deploys OnviSource ia.Enterprise™ Intelligently Automated Solutions

OnviSource announced that a leading wireless service provider has expanded its use of ia.Enterprise Intelligently Automated (IA) Solutions from OnviSource to complete the implementation of its Digital Transformation strategy related to end-to-end Customer Experience Management (CXM). Continue reading A Major Wireless Service Provider Deploys OnviSource ia.Enterprise™ Intelligently Automated Solutions

Talkdesk enables Tuft & Needle to elevate industry customer experience standards

Talkdesk, the enterprise cloud contact centre for innovative enterprises, was chosen by Tuft & Needle as its customer support platform. The online mattress retailer brought an innovative approach to the mattress purchasing process and was quickly successful in gaining market share and disrupting their static industry. Continue reading Talkdesk enables Tuft & Needle to elevate industry customer experience standards

Qualtrics Continues Automotive Industry Leadership with Appointment of Industry Veteran David Mingle

Qualtrics, the leader in experience management announced the appointment of industry veteran and senior executive David Mingle to lead the company’s automotive practice. The world’s leading automotive brands use Qualtrics to power their experience management feedback including industry luminaries Ferrari, Ford, General Motors, Maserati and Toyota. Continue reading Qualtrics Continues Automotive Industry Leadership with Appointment of Industry Veteran David Mingle

Interactions Achieves Record Sales, Revenue and Profitability in 2018

Interactions LLC, the world’s largest stand-alone artificial intelligence (AI) company, announced record revenue, sales growth and profitability for 2018. Strong adoption of the company’s conversational Intelligent Virtual Assistant (IVA) solutions by leading global brands across industries, as well as the dynamic development of Interactions’ omnichannel capabilities that support conversations across channels, are driving the company’s growth. Continue reading Interactions Achieves Record Sales, Revenue and Profitability in 2018

Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software

Martin Chester, Service Delivery Manager at Essex County Fire and Rescue Service describes how his team successfully implemented a self-service portal to reduce calls into the service desk by 10% and install a powerful new change management process, with the help of Cherwell Software… Continue reading Essex County Fire & Rescue Service streamline service and champion collaboration using Cherwell Software

Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research

As Google Duplex inches closer to becoming a reality, new research by Aspect Software has revealed that over half of consumers (52 per cent) would be comfortable communicating with a customer service robot that closely mimics human behaviour over the phone. While this indicates a growing acceptance of customer service technology that is increasingly human-like, there also remain a number of concerns about the impact this will have on the role of human agents. Continue reading Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research

Diabolocom reports impressive results for 2018 and a positive outlook for 2019

Cloud based contact centre specialist, Diabolocom sees a positive start to 2019 after a successful 2018 included an increase in turnover of up to 20 % compared to 2017, reaping the rewards of its international investment. Now present in the United Kingdom, Germany and Spain with commercial teams and operational support in each of these countries, the company has placed itself as one of the major players in the European market offering 100% cloud contact centre solutions. Continue reading Diabolocom reports impressive results for 2018 and a positive outlook for 2019

Qlik Acquires CrunchBot and Crunch Data to Augment Conversational Analytics Capabilities

Qlik announced it has acquired the CrunchBot AI-powered analytics bot along with Crunch Data Inc.’s experienced team of AI and solution development professionals. Now users can interact with and understand their data using natural language through Qlik Sense and within leading collaboration tools such as Slack, Skype, Salesforce Chat and Microsoft Teams. Continue reading Qlik Acquires CrunchBot and Crunch Data to Augment Conversational Analytics Capabilities

Kustomer Raises $35M Series C Led by Battery Ventures, Further Challenging Salesforce and Zendesk as it Expands Into the Enterprise Market

Kustomer, the next-generation customer management platform for the people-first enterprise, announced a $35 million Series C round led by Battery Ventures, bringing Kustomer’s total funding to $73.5 million. The investment comes just 6 months after its Series B round in June of 2018. Continue reading Kustomer Raises $35M Series C Led by Battery Ventures, Further Challenging Salesforce and Zendesk as it Expands Into the Enterprise Market

Freshworks introduces Proximity, an immersive way to bring businesses closer to their customers

Freshworks, the leading provider of cloud-based customer engagement software, has reimagined B2C messaging with Proximity. The new suite of updates to the modern messaging software Freshchat will enable businesses to build better relationships with prospects and customers by combining the power of text, audio, video and social messaging. Continue reading Freshworks introduces Proximity, an immersive way to bring businesses closer to their customers