While many are focusing on getting 2020 back on track, Premier CX have launched something brand new to the Contact Centre world – personalised queue experience. Not just an enhancement, or something to wring out a small incremental improvement. Continue reading Premier CX Launches Groundbreaking Personalised Queue Experience
Monthly Archives: July 2020
Red Box Fuels AI-powered Insights Through Integration with Salesforce Einstein Call Coaching on Salesforce AppExchange
Red Box, a leading platform for voice, announces Red Box AI Bridge for Salesforce Einstein on Salesforce AppExchange, the world’s leading enterprise cloud marketplace. Red Box AI Bridge enables organisations not utilising a Salesforce-embedded communication platform to capture high quality call and metadata from their existing telephony or contact centre platform. Continue reading Red Box Fuels AI-powered Insights Through Integration with Salesforce Einstein Call Coaching on Salesforce AppExchange
One Equity Partners to Make Strategic Investment in Infobip
One Equity Partners (“OEP”) announced that it has signed a definitive agreement to make a major strategic investment in Infobip, a global cloud communications platform for the world’s largest enterprises. This is the first outside capital raised by Infobip’s visionary founders, achieving a unicorn valuation with one of the largest European software Series A rounds in recent years. Continue reading One Equity Partners to Make Strategic Investment in Infobip
Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Continue reading Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
TouchPoint One Releases New Gamification Solution to Boost Work-from-Home Engagement and Performance
TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centres, announced the addition of A-GAME Flex to its gamification solutions lineup. A-GAME Flex enables contact centre supervisors or department and program managers to design and deploy behaviour and KPI-based gamification initiatives in minutes. Continue reading TouchPoint One Releases New Gamification Solution to Boost Work-from-Home Engagement and Performance
Fever Expands Relationship With SugarCRM
SugarCRM Inc.®, the innovator of time-aware CX, announced that Fever, a leading entertainment platform with headquarters in Madrid and New York, has selected Sugar’s CX-driven solutions to better serve local event and music organizers around the globe. Continue reading Fever Expands Relationship With SugarCRM
Atos and Damovo partnership accelerates access to UCC solutions for mid sized and large enterprises
Atos, a global leader in digital transformation, has transferred part of its Unified Communications & Collaborations activities in Belgium, Luxembourg, Sweden and Finland to Damovo, a leading provider of ICT managed services and solutions. Continue reading Atos and Damovo partnership accelerates access to UCC solutions for mid sized and large enterprises
PatientComms launches Virtual Waiting Room Solution Set to Transform Patient Care Delivery for UK’s Dental Practice Providers
The UK’s leading online automated patient communications provider, PatientComms has partnered with Infobip, global cloud communications and omnichannel engagement specialist to launch a Virtual Waiting Room solution for mobile patient messaging set to usher in the definite age of contactless journeys for patients and clinicians. Continue reading PatientComms launches Virtual Waiting Room Solution Set to Transform Patient Care Delivery for UK’s Dental Practice Providers
Noble Gamification 2.1 Receives “2020 Contact Center Technology Award”
Noble Systems, a global leader in omnichannel contact centre technology solutions, is excited to announce that its innovative Noble® Gamification solution has received the 2020 Contact Center Technology Award”, presented by CUSTOMER magazine and TMC. Continue reading Noble Gamification 2.1 Receives “2020 Contact Center Technology Award”
UneeQ drives new human to machine interface with unveiling of first-of-its-kind digital human Creator platform
UneeQ, a United States and New Zealand-based digital human company, announces the launch of first-ever conversational AI digital human creator platform, UneeQ Creator. Continue reading UneeQ drives new human to machine interface with unveiling of first-of-its-kind digital human Creator platform
Aspect Announces General Availability of Aspect Unified IP 7.4 SP1
Aspect announced the general availability of Aspect® Unified IP® and Advanced List Management™ 7.4 SP1, the latest release of its comprehensive, omnichannel customer engagement platform for managing experiences across service, collections and sales. Continue reading Aspect Announces General Availability of Aspect Unified IP 7.4 SP1
Yext Answers Goes Global with Language Expansion
Yext, the Search Experience Cloud company, announced the expansion of Yext Answers, the company’s revolutionary site search product, into four new languages. Businesses and organizations will now be able to deliver official answers on their websites in French, German, Italian and Spanish. Continue reading Yext Answers Goes Global with Language Expansion
Cabify Teams Up with Nuance to Deploy Conversational AI to Supercharge Digital Experience
Nuance® announced Cabify, one of the fastest growing ride-hailing companies, has deployed its Intelligent Engagement Platform to open up new digital customer service channels and enhance engagements with customers. Nuance’s advanced Conversational AI combines seamlessly automated and human-assisted engagements, providing personalised service to customers across digital channels. Continue reading Cabify Teams Up with Nuance to Deploy Conversational AI to Supercharge Digital Experience
Infosys Selected by Consolidated Edison to Digitally Transform Customer Service
Infosys, a global leader in next-generation digital services and consulting, has been selected by Consolidated Edison Company (Con Edison), one of the oldest Fortune 500 utility companies serving New York City and surroundings, to digitally transform Con Edison’s customer service capabilities over the next four years. Continue reading Infosys Selected by Consolidated Edison to Digitally Transform Customer Service
89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever
According to a major new industry survey “What Will Your Contact Centre Be Like Post Lockdown?”, 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how to do homeworking better. Continue reading 89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever