A 5-point plan for the new era of Customer Experience Intelligence

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences… Continue reading A 5-point plan for the new era of Customer Experience Intelligence

Jabra teams up with Zoom to offer a fully immersive video conferencing experience

Jabra, a leader in audio and video communications solutions announces that the Jabra PanaCast, engineered to be the world’s first intelligent Panoramic-4K plug-and-play video solution, was selected by Zoom Video Communications, Inc. as the video solution for its new telepresence capability, Zoom Rooms Speaker Switching. Continue reading Jabra teams up with Zoom to offer a fully immersive video conferencing experience

3CX Acquires WP-Live Chat – Enters Multi-Channel Contact Center Market

3CX, developer of unified communications solution 3CX Phone System, has announced the acquisition of WP-Live Chat Support, the successful plugin for real-time website visitor chat. It’s the most popular chat plugin for WordPress, amassing over 1 million downloads and over 1,000 downloads per day. Continue reading 3CX Acquires WP-Live Chat – Enters Multi-Channel Contact Center Market

Questback to Drive Improved Employee Experience Insights for the AA

Questback, a global leader in experience management, has entered into a new agreement with the Automobile Association (the AA), a British motoring association that provides roadside assistance and financial services, to deliver additional employee feedback and continuous listening to the firm’s workforce. Continue reading Questback to Drive Improved Employee Experience Insights for the AA

LivePerson Survey: Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands

LivePerson, a global leader in conversational commerce solutions announced the findings of its Consumer Preferences for Conversational Commerce survey examining consumer attitudes and preferences around brand interactions, messaging, and chatbots. Continue reading LivePerson Survey: Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands

OnviSource Releases its New Multi-Engine and Proprietary Artificial Intelligence Software

OnviSource announced it has started the deployment of its AI-driven solutions powered by its new proprietary Artificial Intelligence software, called iMachine™. iMachine is the AI technology for Company’s multichannel and advanced analytics, robotic process automation (RPA) and intelligent virtual agent (IVA) or smart bot. Continue reading OnviSource Releases its New Multi-Engine and Proprietary Artificial Intelligence Software

Moro and Avaya Join Forces to Deliver Digital Transformation Project at DEWA

Data Hub Integrated Solutions LLC (Moro), a wholly owned subsidiary of Dubai Electricity and Water Authority (DEWA), have signed a memorandum of understanding (MoU) with Avaya that will kick-start a full digital transformation project for DEWA’s contact centre, led by Moro as a Tier 1 reseller. Continue reading Moro and Avaya Join Forces to Deliver Digital Transformation Project at DEWA

Servion renews three major contact centre Cisco Certifications

Servion Global Solutions (Servion), a leading Contact Center and Digital Customer Experience (CX) solution provider announced it has renewed three major Cisco certifications consolidating its membership of the select group of partners able to deploy, integrate, and manage Cisco Contact Center solutions globally. Continue reading Servion renews three major contact centre Cisco Certifications