£30M Merger Creates Kerv, a Next-generation Cloud-centric Managed Services Company

Kerv, a next-generation ‘customer-first, cloud-first’ managed services provider has launched in the UK, created to help mid-market customers achieve successful business outcomes in a new digital era. Continue reading £30M Merger Creates Kerv, a Next-generation Cloud-centric Managed Services Company

NICE Delivers the Market’s First Real-Time Interaction Guidance

NICE announced the launch of Real-time Interaction Guidance, an innovative solution powered by its proven AI platform – ENLIGHTEN. This new solution, based on predictive behavioural models for real-time interaction guidance, accurately and automatically determines and scores the unique agent behaviours that directly drive customer satisfaction. Continue reading NICE Delivers the Market’s First Real-Time Interaction Guidance

AWS Announces General Availability of Contact Lens for Amazon Connect

Amazon Web Services Inc. (AWS), an Amazon.com company, announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that gives contact centres the ability to understand the sentiment, trends, and compliance of customer conversations to improve their experience and identify crucial feedback. Continue reading AWS Announces General Availability of Contact Lens for Amazon Connect

Symphony, a SYKES company Joins Forces With Jacada as Newest Global Consulting Partner

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Symphony, a SYKES company, a global consulting and managed services firm that specializes in designing and deploying IA solutions that help clients rapidly realize the full potential of digitized operations. Continue reading Symphony, a SYKES company Joins Forces With Jacada as Newest Global Consulting Partner

Yeastar Delivers Superior SIP Trunk Connection with Gamma Service

Yeastar, the world’s leading provider of SME PBX system, announced that Gamma, the leading provider of Unified Communications as a Service (UCaaS) into the UK and Dutch business markets, has joined the pre-configured ITSP template on both Yeastar Cloud-based and on-premises PBXs as a certified ITSP partner. Continue reading Yeastar Delivers Superior SIP Trunk Connection with Gamma Service

Infobip Data Finds COVID-19 Accelerating Adoption of Omnichannel Marketing

Infobip, a global cloud communications company that provides messaging solutions for advanced customer engagement, identity authentication and security, today released data showing that COVID-19 is driving businesses to invest in long-term digital solutions with a focus on SMS messaging and omnichannel communication solutions. Continue reading Infobip Data Finds COVID-19 Accelerating Adoption of Omnichannel Marketing