Serenova Acquires Workforce Management Technology from Loxysoft

Serenova, a leading CCaaS and WFO provider announced it acquired the technology and hired the team behind the ProScheduler platform from Loxysoft. With this new, sophisticated technology added to its portfolio, Serenova will offer customers of all sizes the ability to fully leverage their workforce investments through advanced and accurate scheduling, reducing staffing costs and improving ROI. Continue reading Serenova Acquires Workforce Management Technology from Loxysoft

LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Continue reading LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

Virgin Atlantic Expands Technology Partnership with TCS to Further Enhance Customer Experience

Tata Consultancy Services (TCS), a leading global IT services, consulting and business solutions organisation, has announced that it has expanded its partnership with Virgin Atlantic, one of the UK’s leading airlines, to create innovative customer experiences. Continue reading Virgin Atlantic Expands Technology Partnership with TCS to Further Enhance Customer Experience

HSBC Partners with MaritzCX and Others to Complete the Launch of Their New, Customer Journey Based Experience Management Programme

Under the expert guidance of Bain & Company and with operational and technology support provided by experience management leader MaritzCX, HSBC has completed the launch of their new, global, customer experience programme. Continue reading HSBC Partners with MaritzCX and Others to Complete the Launch of Their New, Customer Journey Based Experience Management Programme

Airship Unveils Airship Journeys, Offering Brands Revolutionary Simplicity to Create, Manage and Optimize Cross-Channel Customer Experiences for the Mobile Era

Customer engagement company Airship introduced Airship Journeys, a new visual interface that makes customer engagement simpler and dramatically more effective for the marketer. Continue reading Airship Unveils Airship Journeys, Offering Brands Revolutionary Simplicity to Create, Manage and Optimize Cross-Channel Customer Experiences for the Mobile Era

“Hey Einstein”— Salesforce Brings Voice to Every Customer Experience

Salesforce is bringing the power of voice to every customer experience spanning the Salesforce Customer 360 Platform and enabling millions of CRM users to talk to Salesforce. With Einstein Voice Assistant guiding every action, insight and prediction, Salesforce users will be more productive—from anywhere. Continue reading “Hey Einstein”— Salesforce Brings Voice to Every Customer Experience

Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level

Helpshift, a platform revolutionizing customer service technology, announced its integration with Amazon Connect. Helpshift + Amazon Connect brings together the traditionally siloed channels of phone support and digital self-service with messaging, artificial intelligence (AI), and bots to provide a frictionless, cross-channel experience to customers. Continue reading Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level

Vonage announces strategic alliance with Grant Thornton to accelerate the digital transformation of financial services organizations

Vonage, a global business cloud communications leader announced a strategic alliance with Grant Thornton UK LLP to help accelerate the digital transformation of UK financial services organizations, as they seek to outcompete on customer experience. Continue reading Vonage announces strategic alliance with Grant Thornton to accelerate the digital transformation of financial services organizations

NexTechAR Teams with LivePerson to Personalize Augmented Reality Through Conversational Commerce

NexTech AR Solutions, the industry leader in augmented reality, is pleased to announce it has partnered with LivePerson (NASDAQ:LPSN), a global leader in conversational commerce solutions, to integrate augmented reality (AR) for enhanced product views and 3D advertising into LivePerson’s AI-powered conversational commerce platform. Continue reading NexTechAR Teams with LivePerson to Personalize Augmented Reality Through Conversational Commerce