Avaya and Afiniti Expand AI in the Contact Centre to Provide Unique Behavioral Pairing Capabilities for Outbound Dialing and Digital Notifications

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, has expanded its integration with Afiniti to improve customer experience and contact centre performance through new capabilities applying behavioral pairing AI to outbound campaigns and digital customer notifications. Continue reading Avaya and Afiniti Expand AI in the Contact Centre to Provide Unique Behavioral Pairing Capabilities for Outbound Dialing and Digital Notifications

Major Outsourcer in Saudi Arabia Maximizes Contact Centre Efficiency with Altitude Software

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, announced that FRONTLINERS Contact Center Outsourcing, a major customer service provider in the Middle East, has implemented the latest Altitude Xperience release to ensure excellence in customer care delivery and handle the growth of its outsourcing operations in the Kingdom of Saudi Arabia. Continue reading Major Outsourcer in Saudi Arabia Maximizes Contact Centre Efficiency with Altitude Software

New independent study commissioned by LivePerson finds that most companies are struggling to respond to consumers’ increasing demands for personalized, effective and easy interactions

LivePerson, a leading provider of conversational commerce solutions, today released a new research study conducted by Forrester Consulting and commissioned by LivePerson. Continue reading New independent study commissioned by LivePerson finds that most companies are struggling to respond to consumers’ increasing demands for personalized, effective and easy interactions

Vonage and Freshworks Enhance Customer Experience Via Multichannel Communications

Vonage, a global business cloud communications leader, has announced a partnership with Freshworks Inc, a global innovator in customer engagement software. The partnership integrates messaging APIs via Nexmo, the Vonage API Platform directly into the Freshdesk customer support software, enabling business messaging with customers on the channels they prefer including SMS, MMS, WhatsApp and Facebook Messenger. Continue reading Vonage and Freshworks Enhance Customer Experience Via Multichannel Communications

New Study Shows Adoption of Business Automation Technologies is Driven by the C-Suite

UiPath, the leading Robotic Process Automation (RPA) software company, released a new study that explores the current and future progress of automation in organizations around the world. The survey, developed in collaboration with The Economist Intelligence Unit, found that over 90 percent of organizations already use technology to automate business processes. Continue reading New Study Shows Adoption of Business Automation Technologies is Driven by the C-Suite

LivePerson Wins 2019 Artificial Intelligence Breakthrough Award

LivePerson, a global leader in conversational commerce, announced that its recently introduced Maven™ conversational AI platform was selected as the winner of the “Best AI-Based Solution for Customer Service” from AI Breakthrough, a leading market intelligence organization that recognizes top companies, technologies, and products in the global artificial intelligence market. Continue reading LivePerson Wins 2019 Artificial Intelligence Breakthrough Award

Sourcewell Awards Mitel Third Consecutive Contract to Provide Seamless Communications and Collaboration Solutions

Mitel®, a global leader in business communications, announced that Sourcewell, a trusted service cooperative representing 50,000 government, education and nonprofit organizations, has awarded Mitel a third consecutive contract as a preferred provider of communications and collaboration solutions. Continue reading Sourcewell Awards Mitel Third Consecutive Contract to Provide Seamless Communications and Collaboration Solutions