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