[24]7.ai Extends Messaging Leadership with Industry Leading Conversational AI

[24]7.ai announced that it has expanded its messaging capabilities with advanced conversational AI capabilities. With this release, companies can now enrich messaging channels such as Apple Business Chat, Google RCS and Facebook Messenger with industry-leading conversational AI, sophisticated routing capabilities, and disambiguation of complex intents from [24]7.ai. Continue reading [24]7.ai Extends Messaging Leadership with Industry Leading Conversational AI

Gladly Introduces In-App Chat, JetBlue Among First to Launch New Customer Service Contact Channel

Gladly, the company making customer service radically personal announced a new capability that allows companies to offer live chat from within their branded mobile applications. With this feature, consumers can now chat with customer support teams right from within a company’s native mobile app, without having to go to other places to get help. Continue reading Gladly Introduces In-App Chat, JetBlue Among First to Launch New Customer Service Contact Channel

Airship Receives Highest Product Scores Across All Three Uses Cases in Gartner’s Critical Capabilities for Mobile Marketing Platforms

Customer engagement company Airship announced that it received the highest Product Scores across all three Use Cases in Gartner’s 2019 Critical Capabilities for Mobile Marketing Platforms,1 including the Acquisition, Engagement and Retention Use Cases. A complimentary copy of the report is available here. Continue reading Airship Receives Highest Product Scores Across All Three Uses Cases in Gartner’s Critical Capabilities for Mobile Marketing Platforms

Enreach acquires Danish service provider M Mobility A/S

Enreach, the fast-growing European UC provider, strengthens its position in the European IT and telecommunications markets with the acquisition of M Mobility A/S (‘M Mobility’), a dedicated full-service provider of B2B telco solutions to small and medium-sized enterprises (‘SME’) in Denmark. Founded in 2010, M Mobility provides telco services and hardware which are bundled together in customised solutions. Continue reading Enreach acquires Danish service provider M Mobility A/S

Five9 Announces Five9 Einstein Engagement Bot on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

Five9 announced it has launched the Five9 Einstein Engagement Bot on Salesforce AppExchange, empowering enterprise contact centres to engage customers with intelligent, compelling interactions. This integration enables Einstein Bot to engage with the customer, determine the intent of their need, provide quick answers or, if necessary, intelligently escalate to a chat or a phone call back from an agent. Continue reading Five9 Announces Five9 Einstein Engagement Bot on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

Subaru Selects MaritzCX Customer Experience Platform to Accelerate Its Programme Delivery and ROI

Following a competitive internal review and third-party evaluation, the MaritzCX Platform defeated four challenger solutions to become Subaru Canada’s experience management solution. It replaces the customer experience (CX) programme Subaru Canada had used for more than a decade. Continue reading Subaru Selects MaritzCX Customer Experience Platform to Accelerate Its Programme Delivery and ROI

Vonage Continues to Unify Communications with the Introduction of a Native Video Collaboration Solution for Vonage Business Cloud

Vonage, a global business cloud communications leader, has announced the addition of Vonage Meetings, which will bring new video collaboration capability to its Vonage Business Cloud (VBC) solution. Announced at the Company’s user and developer conference, Vonage Campus, Vonage Meetings is the latest in a series of innovations to VBC, enhancing the Company’s unified communications offering. Continue reading Vonage Continues to Unify Communications with the Introduction of a Native Video Collaboration Solution for Vonage Business Cloud

NICE inContact Receives Highest Scores in Both Western Europe and North America Use Cases in Gartner Report

NICE inContact announced that it received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service1 report, including the highest scores in both geographic use cases, Western Europe and North America, and two application use cases, customer engagement centre and agile contact centre, for CXone. Gartner’s report evaluates 12 unique critical capabilities within each use case. Continue reading NICE inContact Receives Highest Scores in Both Western Europe and North America Use Cases in Gartner Report

Odigo named a Leader in 2019 Gartner Magic Quadrant for Contact Centre as a Service, Western Europe

Odigo has been named a Leader in the Gartner Magic Quadrant for Contact Centre as a Service, Western Europe for the fifth consecutive year.* In the 2019 edition of the Magic Quadrant, Gartner evaluated eight vendors in terms of their ability to execute and their completeness of vision. Continue reading Odigo named a Leader in 2019 Gartner Magic Quadrant for Contact Centre as a Service, Western Europe