Calabrio, the customer experience intelligence company, unveiled the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference. Continue reading Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement
Monthly Archives: October 2020
Noble Workforce Management Meets the Growing Demand for WFM Solutions in a Changing Contact Centre Landscape
Noble Systems, a global leader in omnichannel contact centre technology solutions, is helping contact centres meet the challenges of managing their workforces in the new landscape of work from home environments. The demand for WFM is growing rapidly, especially as companies move to remote working. Continue reading Noble Workforce Management Meets the Growing Demand for WFM Solutions in a Changing Contact Centre Landscape
The Value of Customer Loyalty at Times of Crisis
Matt Parker, CEO of Babble explains why implementing flexible customer experience solutions has never been so critical… Continue reading The Value of Customer Loyalty at Times of Crisis
IMI Hydronic Engineering Selects Confirmit to Boost Customer-Centricity
IMI Hydronic Engineering, the industry-leading provider of innovative and reliable HVAC solutions, has selected Confirmit Horizons as the platform to support its new customer experience (CX) programme. Continue reading IMI Hydronic Engineering Selects Confirmit to Boost Customer-Centricity
LivePerson launches support for Instagram messaging
LivePerson, a global leader in conversational solutions, announced the integration of Instagram messaging into its industry-leading Conversational Cloud platform, empowering brands to create meaningful messaging experiences with consumers on Instagram at scale. Continue reading LivePerson launches support for Instagram messaging
Qualtrics Unveils Next Wave of Experience Management Innovations
Qualtrics, the leader in customer experience and creator of the experience management category, announced several solutions, capabilities, and enhancements to the Qualtrics XM Platform™ that powers the four core experiences of business: customer, employee, product, and brand. Continue reading Qualtrics Unveils Next Wave of Experience Management Innovations
TechSee Closes $30M Series C Investment Round to Accelerate Growth
TechSee, the category leader in Intelligent Visual Assistance, announced it has raised $30 million in a Series C equity investment round. The round was co-led by OurCrowd, Salesforce Ventures, and TELUS Ventures with participation from Scale Venture Partners and Planven Entrepreneur Ventures. Continue reading TechSee Closes $30M Series C Investment Round to Accelerate Growth
Contentsquare Acquires Dareboost and Launches Find & Fix Product
Contentsquare, the global leader in experience analytics trusted by brands like BMW, Sephora and Walmart, announced today it has acquired web performance monitoring company Dareboost, a key part of its new Find & Fix product. Continue reading Contentsquare Acquires Dareboost and Launches Find & Fix Product
BT launches RCS Business Messaging to customers in the UK
BT announced that its mobile network EE is the first to partner with Google to bring RCS Business Messaging (RBM) to businesses in the UK. RCS is the next generation of mobile messaging, included in the latest GSMA 5G standard. Continue reading BT launches RCS Business Messaging to customers in the UK
UK’s Leading Legal Services Business Slater and Gordon Transforms Client Services with 8×8
8×8, a leading integrated cloud communications platform provider, announced that Slater and Gordon, the UK’s leading consumer legal services business, has deployed the 8×8 Open Communications PlatformTM to transform its legal services and create an agile workplace as part of its ‘work anywhere’ strategy. Continue reading UK’s Leading Legal Services Business Slater and Gordon Transforms Client Services with 8×8
Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue
As passengers scoured Ethiopian Airlines’ website to adjust or cancel flight itineraries amidst COVID-19 travel restrictions and bans, its contact centre agents knew precisely how and when to intervene. Genesys® Predictive Engagement, an application that leverages artificial intelligence (AI) and machine learning, helped the airline use real-time statistics and data to engage passengers in more efficient, personalized interactions. Continue reading Ethiopian Airlines Taps AI’s Predictive Power to Personalize Passenger Experiences and Grow Revenue
Teleperformance Named a Leader in Global Omnichannel Customer Services by Independent Research Firm Forrester
Teleperformance, a leading global group in digitally integrated business services, announced it has been recognized as a global leader in the latest Forrester report on global omnichannel customer services outsourcing which evaluates the top 10 most significant industry players. Continue reading Teleperformance Named a Leader in Global Omnichannel Customer Services by Independent Research Firm Forrester
Inspiro outshines its workforce management capabilities with WorkGenda
Outsourcing specialist Inspiro has selected WorkGenda, a next-generation SaaS Workforce Management Optimization solution, for managing and optimizing its contact centre operations. Continue reading Inspiro outshines its workforce management capabilities with WorkGenda
Medallia and Visier Collaborate to Provide Leaders with Critical Employee Insights for Evidence-Based Decision Making
Medallia, the leader in experience management, announced a collaboration with Visier, the recognized leader in people analytics. The two companies will collaborate to provide HR and people leaders with a comprehensive view of the employee that brings together people data with employee experiences. Continue reading Medallia and Visier Collaborate to Provide Leaders with Critical Employee Insights for Evidence-Based Decision Making
Blue Prism Keeps goto.energy on Track for High-Speed Growth
New energy market entrant, goto.energy, has grown its customer base by over 200 percent in just 12 months with the support of Blue Prism’s cloud-based, intelligent digital workforce. The use of this digital workforce, alongside a core contact team, has enabled goto.energy to maximize operational efficiencies while delivering fast and consistently high-quality customer service. Continue reading Blue Prism Keeps goto.energy on Track for High-Speed Growth