NTT Ltd., a world-leading global technology services provider revealed the findings of its annual Global Customer Experience Benchmarking Report titled “The Connected Customer: Delivering an effortless experience.” According to the research, only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator. Continue reading Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond
Monthly Archives: February 2020
Freshworks Acquires AnswerIQ
Freshworks, the customer engagement software company, announced the acquisition of AnsweriQ, a provider of ML and AI for larger enterprises that want to better serve their customers. AnsweriQ complements Freshworks’ AI engine, Freddy, by enabling enterprise organizations to fully leverage their existing customer data to scale self-service experiences and automate complex customer workflows. Continue reading Freshworks Acquires AnswerIQ
5 Benefits of Integrated Ticketing in Contact Centres
Long considered a ‘nice to have’, integrated ticketing is now the latest ‘must have’ for successful contact centres. In his first blog on the subject Thomas Rødseth of Puzzel sums up the benefits of integrated ticketing… Continue reading 5 Benefits of Integrated Ticketing in Contact Centres
Leading Online Grocer FreshDirect Selects Selligent Marketing Cloud to Drive Personalized Service and Engagement
Selligent Marketing Cloud (Selligent) announced that online direct-to-consumer grocer, FreshDirect, has chosen the company to power its digital marketing efforts. Continue reading Leading Online Grocer FreshDirect Selects Selligent Marketing Cloud to Drive Personalized Service and Engagement
Redwood Technologies recognised for global growth in Sunday Times HSBC International Track 200
Bracknell-based privately-owned provider of cloud contact centre solutions, Redwood Technologies Group, has announced that it has been included in the 11th annual Sunday Times HSBC International Track 200. Continue reading Redwood Technologies recognised for global growth in Sunday Times HSBC International Track 200
Study Reveals Hidden Drivers of AI Adoption
Interactions, the world’s largest stand-alone artificial intelligence (AI) company announced the release of “State of AI Decision-Making,” a report that unveils top drivers of AI adoption in the enterprise, with surprising results. Continue reading Study Reveals Hidden Drivers of AI Adoption
Genesys Cloud Now Available on AWS Marketplace
Genesys® announced that Genesys Cloud is now available in AWS Marketplace, a digital catalogue with thousands of software listings from independent software vendors. The catalogue makes it easy for organisations to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). Continue reading Genesys Cloud Now Available on AWS Marketplace
Verint Positioned as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management
Verint® announced that Verint has been named a Leader by Gartner, Inc. in the research and advisory firm’s Magic Quadrant for Workforce Engagement Management (WEM) report*. Continue reading Verint Positioned as a Leader in Gartner’s Magic Quadrant for Workforce Engagement Management
Liquid Voice and Speechmatics expand partnership to minimize GDPR-related risk and protect vulnerable customers
Speechmatics, a UK leader in any-context speech recognition technology that enables companies to rapidly build innovative applications, has expanded its 3-year partnership with interaction recording and quality monitoring company Liquid Voice. Continue reading Liquid Voice and Speechmatics expand partnership to minimize GDPR-related risk and protect vulnerable customers
MaritzCX & Inmoment Join Forces
InMoment and MaritzCX, recognised market leaders and proven innovators in the global customer experience (CX) sector announced they have entered into a definitive agreement to combine the two companies. Continue reading MaritzCX & Inmoment Join Forces
Using Artificial Intelligence to build a great future for CX
AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman says it pays to tread with caution, despite all the success stories and shares his top 3 Tips for before you begin. Continue reading Using Artificial Intelligence to build a great future for CX
Hosting service HOUST takes up residence in Talkdesk cloud for customer service solutions
Talkdesk® announced HOUST selected Talkdesk to power its Client Success and Guest Support teams. Formerly Airsorted, HOUST is a property management company using technology to create an infrastructure for the fast-growing sharing community. Continue reading Hosting service HOUST takes up residence in Talkdesk cloud for customer service solutions
Poly exhibits its latest wireless UC portfolio at Call Centre World
Poly (formerly Plantronics and Polycom) a global communications company that powers meaningful human connection and collaboration, is exhibiting its latest, powerful unified communications (UC) portfolio at Call Centre World (CCW) in Berlin in March 2020. Continue reading Poly exhibits its latest wireless UC portfolio at Call Centre World
Talkdesk announces Business Transformation Services for expert-led transition to cloud solutions
Talkdesk®, Inc., the cloud contact centre for innovative enterprises announced Talkdesk Business Transformation Services, to guide companies through contact centre transformations that provide an easy and seamless transition from on-premises platforms to modern cloud solutions. Continue reading Talkdesk announces Business Transformation Services for expert-led transition to cloud solutions
Salesforce Signs Definitive Agreement to Acquire Vlocity
Salesforce signed a definitive agreement to acquire Vlocity. Built natively on the Salesforce platform, Vlocity is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health and government organizations. Continue reading Salesforce Signs Definitive Agreement to Acquire Vlocity