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

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

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

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