Monthly Archives: November 2019

Appointments

Avaya Names Anthony Bartolo as Executive Vice President and Chief Product Officer

Avaya announced a strategic addition to its management team as Anthony Bartolo will join the company as Chief Product Officer effective December 9, 2019. Bartolo will be responsible for product development, product management, emerging technologies and corporate strategy across the company’s premise and cloud-based UC, CC, and collaboration solutions. Bartolo will report to Avaya president and CEO Jim Chirico. Continue reading Avaya Names Anthony Bartolo as Executive Vice President and Chief Product Officer →

Acquisitions & Mergers

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 →

Market Research

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 →

Outsourcing

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 →

Who's Buying What?

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 →