Daily Archives: June 26, 2019

Technology

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 →

Who's Buying What?

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 →

Market Research

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 →

Partnerships

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 →