Blue Prism Announces Service Assist

Addressing the increasing demands of customer contact centres and call centre agent productivity, Blue Prism announced the availability of Blue Prism Service Assist. This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic and engaging, to better serve customers. Continue reading Blue Prism Announces Service Assist

CoreDial Announces Acquisition of Video Collaboration and Communication Technology Company eZuce

CoreDial, LLC, a leading provider of cloud communications, video collaboration and contact centre solutions, announced it has acquired the assets of eZuce, a privately held video collaboration and communications technology vendor based in Stoneham, Massachusetts, with engineering and development teams in Slovakia and Romania. Continue reading CoreDial Announces Acquisition of Video Collaboration and Communication Technology Company eZuce

Sabio Group appoints Matt Tuson as Chief Commercial Officer

Sabio Group, Europe’s leading full service CX provider, has appointed Matt Tuson as Chief Commercial Officer. He brings proven executive leadership, sales and company expansion experience to Sabio, with a 25-years plus track record of driving major sales growth for cloud and CX organisations across multiple vendors. Continue reading Sabio Group appoints Matt Tuson as Chief Commercial Officer

SugarCRM Names Enterprise Software Veteran to Board of Directors

SugarCRM, the innovator of time-aware customer experience (CX) announced the appointment of James Norwood to its board of directors effective immediately. James brings more than 30 years experience in enterprise software with a proven track record in product strategy and development, sales and marketing, M&A, brand creation and differentiation, and has a detailed industry knowledge. Continue reading SugarCRM Names Enterprise Software Veteran to Board of Directors

Shifting liability for fraud from merchants to customers in contact centres

Fraud patterns are evolving quickly since the coronavirus outbreak. However, the recent introduction of PSD2 and Strong Customer Authentication has meant that liability switches from merchant to customer for fraudulent transactions. Rob Crutchington at Encoded discusses how the new payment rules benefit merchants in a volatile retail market. Continue reading Shifting liability for fraud from merchants to customers in contact centres