Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Centre to Enhance Agent Performance and Improve Customer Experience

Afiniti and Sytel are excited to announce a transformative partnership that combines Afiniti’s AI expertise with Sytel’s best in class contact centre solutions. This partnership provides a native integration of Afiniti Enterprise Behavioral Pairing™ (“EBP”) with the world-leading Sytel AI Predictive Dialer, enabling all customers to activate Afiniti EBP quickly and easily. Continue reading Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Centre to Enhance Agent Performance and Improve Customer Experience

RSPB Selects Verint Community Solution in Move to New Cloud, GDPR-Compliant Platform

Verint® announced that the Royal Society for the Protection of Birds (RSPB) is transitioning its online community to the latest version of Verint’s Community™ solution. Currently a customer of Verint’s Community*, the RSPB will move from on premises to the cloud with its new version, which includes knowledge management and other features, giving community members quick access to answers to their questions and enabling customization of the site’s interface to increase visitor self-service. Continue reading RSPB Selects Verint Community Solution in Move to New Cloud, GDPR-Compliant Platform

InMoment Extends Leadership Position in Future of Feedback with Launch of the Experience Intelligence (XI) Platform

InMoment announced the launch of its latest innovation, the Experience Intelligence (XI) Platform™. The XI Platform blends beautiful applications with unique underlying science and technology to enable leading brands to more fully understand the complex and dynamic nature of experiences across all their businesses and channels. Continue reading InMoment Extends Leadership Position in Future of Feedback with Launch of the Experience Intelligence (XI) Platform

Customer Experience Falling Short Across Multiple Channels

According to a recent customer experience survey from Serenova, organizations are not delivering the seamless customer experience that their customers want and need. In fact, 77% of the survey respondents reported having had a bad customer experience within the last year when interacting with a brand. And, alarmingly for these brands, two-thirds of respondents would not purchase from a brand again if they had a bad experience with them. Continue reading Customer Experience Falling Short Across Multiple Channels

Enghouse Interactive launches the first contact centre solution officially connected with WhatsApp

Enghouse Interactive announces the availability of its Presence Social Interactions module, focused on automating customer experience on digital channels and social media by using bots programmed with artificial intelligence. This module allows users to self-serve their simple requirements without live agents and, if necessary, escalate the interaction to the most qualified one. Continue reading Enghouse Interactive launches the first contact centre solution officially connected with WhatsApp

Independent Research Firm Names Pegasystems as a Leader in Real-Time Interaction Management

Pegasystems, the software company empowering digital transformation at the world’s leading enterprises, announced Forrester Research has named Pega a Leader in The Forrester Wave™: Real-Time Interaction Management (RTIM) report, Q1 2019 (1). Pega received the top scores in two of the three main evaluation categories – current offering and strategy – and tied for top scores in 10 of the 14 top-level criteria. Continue reading Independent Research Firm Names Pegasystems as a Leader in Real-Time Interaction Management

BookingBug Announces Partnerships with Yext and Twilio

BookingBug, the leader in customer journey management announced partnerships with industry-leading technology providers Yext and Twilio. Yext is a leading Digital Knowledge Management (DKM) platform designed to provide companies with the ability to control brand experiences across digital channels – including maps, search engines, voice, applications and other intelligent services that drive customer discovery and inform actionable decision making. Continue reading BookingBug Announces Partnerships with Yext and Twilio

Sparkcentral Announces Enhanced Instagram Support for its Enterprise Social Customer Service Platform

Sparkcentral announced Instagram support for its leading social messaging customer service platform, which allows marketing and care teams to respond and engage customers in real time over the world’s most popular online photo-sharing app and social network. Continue reading Sparkcentral Announces Enhanced Instagram Support for its Enterprise Social Customer Service Platform

Rakuten Selects NEC’s and Netcracker’s Next-Generation Digital Customer and Business Solutions

NEC Corporation and Netcracker Technology announced today that Rakuten, the Japan-based global leader in internet services, has selected Netcracker’s next-generation digital business and operations solutions to enable a disruptive go-to-market strategy with its mobile network launch. Continue reading Rakuten Selects NEC’s and Netcracker’s Next-Generation Digital Customer and Business Solutions

Quovim C3 Achieves Gold Partner Status from Genesys

Quovim C3, a provider of Contact Center and Unified Communications solutions and consulting services, announces its official Gold Partner status with long-time partner Genesys®, the global leader in omnichannel customer experience and contact centre solutions. Gold partner status is the highest echelon within the Genesys Partner Network. Continue reading Quovim C3 Achieves Gold Partner Status from Genesys

Tech Data Signs Distribution Agreement with Automation Anywhere in India

Tech Data announced that it has signed an India distribution agreement with Automation Anywhere, the global leader in Robotic Process Automation (RPA). Automation Anywhere pioneered RPA to enable organizations to automate business processes while freeing up existing employees to spend more time on strategic tasks. Continue reading Tech Data Signs Distribution Agreement with Automation Anywhere in India