Contact Centre and Customer Experience company IstTek announces value-added customer experience suite through its European strategic channel partnerships initiative. Continue reading IstTek Announces Official European Launch
Monthly Archives: August 2020
Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19
New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has revealed that over 60% of business leaders are re-evaluating how much they will be investing in change and transformation since COVID-19, yet only a third of survey respondents are committing to a higher spend in this area. Continue reading Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19
Europa Contact Centre Appoints General Manager: Growth Strategy
Europa Contact Centre, which offers an extensive range of outsourced contact centre services across multiple sectors, has appointed Graham Henry as its new General Manager. Continue reading Europa Contact Centre Appoints General Manager: Growth Strategy
Vonage Announces Enhanced Capabilities to the Vonage Contact Center
Vonage announced the release of several product enhancements to Vonage Contact Center, that will help businesses to further transform the customer and agent experience to drive more personal connections in an increasingly virtual world. Continue reading Vonage Announces Enhanced Capabilities to the Vonage Contact Center
Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty
In today’s uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner, Inc. However, most customer service organizations attempt to do so by leaning heavily on initiatives to improve service experience quality. Continue reading Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty
Lifesize Acquires Kaptivo to Fuel Next Generation of Advanced Collaboration
Lifesize®, a global innovator of immersive enterprise communication solutions, announced the acquisition of Kaptivo, a digital collaboration solutions company. With the addition of Kaptivo, Lifesize further expands its portfolio of cloud-based unified communications and collaboration (UCC) solutions for contact centres, video conferencing and meeting rooms with a new suite of advanced collaboration tools. Continue reading Lifesize Acquires Kaptivo to Fuel Next Generation of Advanced Collaboration
Iconic omnichannel retailer expands next-gen digital customer experiences with eGain
eGain, the leading provider of customer engagement solutions, announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain. Continue reading Iconic omnichannel retailer expands next-gen digital customer experiences with eGain
PGi Survey Confirms Work from Home Could Be the Next Normal
While many employees may not have a definitive timeline to return to work, nearly 71% of employed Americans working from home due to COVID-19 say they are able to collaborate just as well using video conferencing while working from home as they would in an in-person meeting, according to a new online survey commissioned by PGi and conducted by The Harris Poll. Continue reading PGi Survey Confirms Work from Home Could Be the Next Normal
RingCentral Partners with Poly to Transform Meeting Rooms with RingCentral Video
RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, announced RingCentral Rooms™ for Poly, bringing the power and ease-of-use of RingCentral Video™ to every work space. Continue reading RingCentral Partners with Poly to Transform Meeting Rooms with RingCentral Video
MondayCall Chooses Vonage as its Preferred Contact Centre Partner
Vonage announced that Salesforce consulting partner MondayCall has chosen Vonage as its preferred partner for contact centre opportunities. Continue reading MondayCall Chooses Vonage as its Preferred Contact Centre Partner
Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates
LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimisation. Continue reading Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates
Talkative partners with Formula 1®
Talkative has announced a long-term partnership with Formula 1® using customer contact technology to manage interactions with over 500 million fans, improving support and user experience through Formula1.com and F1TV. Continue reading Talkative partners with Formula 1®
Noble Gamification Helps Financial Services Firms Conquer Marketplace Challenge
Noble Systems, a global leader in omnichannel contact centre technology solutions, is helping today’s financial services organisations manage their critical customer relationship activities in today’s challenging marketplace. Continue reading Noble Gamification Helps Financial Services Firms Conquer Marketplace Challenge
SP Madrid enables 100+ Contact Centre Agents to Work Remotely using Ameyo
Ameyo, an omnichannel customer engagement platform, announced that it has enabled SP Madrid, a BPO Collections Leader in Philippines, move its 100+ agents to Remote Contact Center Solutions in less than 2 days, overcoming the challenge of low internet connectivity and bandwidth issues. Continue reading SP Madrid enables 100+ Contact Centre Agents to Work Remotely using Ameyo
Asian Startups Change the Customer Experience Game with 8×8 Communications APIs
8×8 announced Asian startups Janio Asia and Coda Payments are using 8×8 Communications Platform as a Service (CPaaS) to more effectively reach customers anywhere. 8×8, through its Wavecell acquisition, recently launched CPaaS programmable applications, APIs and delivery capabilities beyond the Asia Pacific region to organisations in the US and the UK. Continue reading Asian Startups Change the Customer Experience Game with 8×8 Communications APIs