Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic
Monthly Archives: October 2020
Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers
Inbenta Technologies, a global leader in Symbolic AI-based Customer Interactions applications (artificial intelligence (AI) and natural language processing (NLP) products) announced a new partnership with IntelePeer, a leading Communications Platform as a Service (CPaaS) provider. Continue reading Inbenta Announces Partnership with IntelePeer to Deliver Smarter Workflows to Customers
New Unbabel Portal Unveiled to Manage Customer Service Language Operations
Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, launched the Unbabel Portal, an interface on top of the Unbabel Platform, which offers customers the most dynamic visualization and increased control over language operations. Continue reading New Unbabel Portal Unveiled to Manage Customer Service Language Operations
SAP and Qualtrics Introduce Qualtrics XM for Suppliers
SAP and Qualtrics announced Qualtrics XM for Suppliers, a new solution that empowers organizations to identify key areas of improvement across the source-to-pay process to help secure critical supply, increase cost savings, mitigate risk and improve business agility. Continue reading SAP and Qualtrics Introduce Qualtrics XM for Suppliers
IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres
IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced Atmosphere® CPaaS Connectors for contact centres. The new offering enables enterprises to add cloud-delivered CX applications such as omni-channel automation, artificial intelligence (AI), and analytics to their existing on-premises and hybrid contact centres. Continue reading IntelePeer Launches New Atmosphere® CPaaS Connectors for Contact Centres
Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe
Customer engagement company Airship detailed the amazing success three brand marketers have achieved using Airship Journeys to more quickly and easily improve the business impact of cross-channel customer journeys. The customer journeys these marketers have optimized have driven double- and even triple-digit percentage performance improvements over baselines established by control groups. Continue reading Airship Journeys Powers Massive Conversion Gains for Brands Across the Globe
Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences
Dynamic Yield, the Experience Optimization Platform, and e-Spirit, maker of the industry-leading FirstSpirit DXP (digital experience platform) and hybrid headless CMS, announced an expansion of their strategic partnership that will allow brands greater access to the creation of personalized digital experiences at scale. Continue reading Dynamic Yield and e-Spirit Expand Partnership for Fast and Easy Delivery of Personalized Digital Experiences
Natalie Sehnal appointed Business Development Director at Whistl Gateshead
Whistl, the leading delivery management company in the UK, has promoted Natalie Sehnal to Business Development Director for its Fulfilment and Contact Services division based in Gateshead. Natalie has been with the business 18 years joining Spark Response which Whistl acquired in 2018. Continue reading Natalie Sehnal appointed Business Development Director at Whistl Gateshead
Vision Voice introduces a powerful UC platform for the UK market
Vision Voice has introduced a powerful cloud-based communications platform, offering sophisticated but intuitive and affordable unified communications (UC) solutions. The aim is to give UK businesses and partners a one-stop shop for all their IT and communications needs. Continue reading Vision Voice introduces a powerful UC platform for the UK market
CXone Analytics Boosts Contact Centre Performance and Extreme Agility
NICE inContact, a NICE business, introduced CXone Performance Analytics integrated with Salesforce Einstein, an AI-powered analytics application that uncovers new contact centre performance insights by analysing blended contact centre and CRM data and pinpoints specific recommendations to improve key performance indicators (KPIs). Continue reading CXone Analytics Boosts Contact Centre Performance and Extreme Agility
Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Organizations Worldwide
Verint® announced an expanded partnership with Avaya, a global leader in solutions to enhance and simplify communications and collaboration, to integrate Verint Knowledge Management with Avaya OneCloud CCaaS, a modern browser-based desktop that consolidates relevant customer details, including customer journey touchpoints, and frequently used applications into a consolidated view to increase customer responsiveness, eliminate screen switching and personalize customer interactions. Continue reading Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Organizations Worldwide
C3.ai, Microsoft, and Adobe combine forces to re-invent CRM with AI
C3.ai, Microsoft, and Adobe announced the launch of C3 AI® CRM powered by Microsoft Dynamics 365. The first enterprise-class, AI-first customer relationship management solution is purpose-built for industries, integrates with Adobe Experience Cloud, and drives customer-facing operations with predictive business insights. Continue reading C3.ai, Microsoft, and Adobe combine forces to re-invent CRM with AI
Freshworks unveils Freshworks CRM
Freshworks, the customer and employee engagement software company, unveiled Freshworks CRM, uniting sales and marketing teams with out-of-the-box capabilities for an unsurpassed and unified 360-degree view of the customer to deliver better experiences and more profitable outcomes. Continue reading Freshworks unveils Freshworks CRM
Sprinklr Supports L’Oréal’s Customer Care Transformation Across 36 Brands
Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, announced that it is supporting L’Oréal, the world’s largest cosmetics company, by providing an easy way for customers to get the personalized answers they need about any product, on any social media or messaging channel. Continue reading Sprinklr Supports L’Oréal’s Customer Care Transformation Across 36 Brands
Avtex Acquires Aria Solutions
Avtex, a customer experience (CX) consulting and technology company, announced its acquisition of Aria Solutions, a leader in contact centre and customer experience solutions based in Calgary, Alberta, Canada. Continue reading Avtex Acquires Aria Solutions