Avaya and Afiniti Introduce Avaya AI Routing with Afiniti AiRo

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, and Afiniti, the leading provider of AI-based behavioral pairing technology, announced Avaya AI Routing with Afiniti AiRo, a new offering in the Avaya IX™ Contact Center portfolio that enables companies of all sizes and industries to improve customer interactions and employee engagement by optimally pairing customers with contact centre agents using artificial intelligence. Continue reading Avaya and Afiniti Introduce Avaya AI Routing with Afiniti AiRo

MJ Flood Technology and Enghouse Interactive Announce Partnership

Enghouse Interactive has signed leading ICT solutions provider, MJ Flood Technology, as a new member of its EMEA partner programme. The new collaboration arrangement provides MJ Flood Technology with the accreditation to sell, implement and support the Enghouse Interactive Communications Centre (CC) and Quality Management Suite (QMS) to customers across multiple vertical sectors. Continue reading MJ Flood Technology and Enghouse Interactive Announce Partnership

TELUS Corporation Completes Acquisition of Competence Call Center Through TELUS International

TELUS Corporation and its global arm, TELUS International – a customer experience innovator that designs, builds and delivers next-generation digital solutions for some of the world’s most established brands, today confirmed the close of their previously announced acquisition of Competence Call Center (CCC). TELUS International now holds a 100% interest in CCC. Continue reading TELUS Corporation Completes Acquisition of Competence Call Center Through TELUS International

More than half of consumers across the globe don’t feel recognized when interacting with businesses digitally

Today’s businesses need to deliver more than personalized products and offers, they need to deliver on customer expectations for security and convenience at every moment. Experian’s annual Global Identity and Fraud Report found that the keys to meaningful online customer engagement are identifying and recognizing consumers time after time. Continue reading More than half of consumers across the globe don’t feel recognized when interacting with businesses digitally

Nectar Expands its Diagnostic Capabilities across the Contact Centre Network

Nectar Services Corp., the leader in the development and deployment of proactive unified communications and contact centre monitoring and performance management software for the voice, video and collaboration market, today announced a powerful integration between its Customer Experience (CX) Assurance and Nectar Diagnostics offerings.

Continue reading Nectar Expands its Diagnostic Capabilities across the Contact Centre Network