Genesys, a global leader in cloud customer experience and contact centre solutions, announced the launch of Genesys Digital, a new business unit to help companies address the latest technology trends and consumers’ ever-changing needs in the digital landscape. Continue reading Genesys Launches the Future of Digital Customer Engagement
Monthly Archives: December 2020
Elevēo Introduces Multi-Skill Capabilities to Its Commercial WFM Product
Commercial contact centres with 500 or fewer agents now have access to advanced multi-skill forecasting and scheduling functionality with Elevēo’s most recent WFM product enhancement. Continue reading Elevēo Introduces Multi-Skill Capabilities to Its Commercial WFM Product
RingCentral Appoints Matthew Bishop as Chief Digital Officer
RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, announced that Matthew Bishop has been appointed as Chief Digital Officer. Bishop will be responsible for ensuring that RingCentral has the very best digital strategy, real time actionable insights and processes to support the growing operational needs of its global business. Continue reading RingCentral Appoints Matthew Bishop as Chief Digital Officer
Fiserv Enhances Digital Experiences with Acquisition of Ondot
Fiserv, a leading global provider of financial services technology solutions, announced that it has signed a definitive agreement to acquire Ondot Systems, a leading digital experience platform for financial institutions. Continue reading Fiserv Enhances Digital Experiences with Acquisition of Ondot
imimobile enables ŠKODA AUTO to use the WhatsApp Business API for customer interactions
Global cloud communications software and services provider IMImobile announced that ŠKODA AUTO India has integrated the WhatsApp Business API as part of their customer communication strategy. ŠKODA is now using WhatsApp to streamline the vehicle service booking process, provide breakdown support, share their COVID-19 initiatives, share product information, and more. Continue reading imimobile enables ŠKODA AUTO to use the WhatsApp Business API for customer interactions
Cisco Announces All-New Webex
Cisco announced a wave of Webex innovation to help organizations collaborate seamlessly and transform their employee and customer experiences. Continue reading Cisco Announces All-New Webex
Nearly 70% of organizations believe the productivity gains of remote working are sustainable beyond the pandemic
A majority of organizations have witnessed strong productivity gains in Q3 2020 by allowing employees to work remotely; however, employees are being impacted by the feeling of being “always-on”. Continue reading Nearly 70% of organizations believe the productivity gains of remote working are sustainable beyond the pandemic
Remote Workforce Management – from survive to thrive in 3 easy steps
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times… Continue reading Remote Workforce Management – from survive to thrive in 3 easy steps
Business Adoption of 1:1 Video Messaging Grows 471% as Remote Sales and Distributed Work Dominate 2020
With the forced shift to remote work this year, video content went from a nice-to-have to a need-to-have tool for companies, a new research report shows. The number of respondents investing in asynchronous one-to-one video grew exponentially, from 7% in 2019 to 40% in 2020, representing a 471% increase year over year, according to The State of Video Report – 2020 Edition released today by Vidyard and Demand Metric, now in its seventh year. Continue reading Business Adoption of 1:1 Video Messaging Grows 471% as Remote Sales and Distributed Work Dominate 2020
Serviceaide Announces Integration of the Luma Virtual Agent with its Point of Business Service Management Platform Newly Acquired from Wendia
Serviceaide, Inc., a global provider of intelligent IT and enterprise service management solutions, announced availability, and seamless integration, of its Luma 2.5 virtual agent on the Point of Business (PoB) platform, a customer-acclaimed suite of service management modules used by large and mid-sized enterprises across Europe and North America. Continue reading Serviceaide Announces Integration of the Luma Virtual Agent with its Point of Business Service Management Platform Newly Acquired from Wendia
El Paso Water Selects Infosys as its Strategic Partner for Customer Service Transformation
Infosys, a global leader in next-generation digital services and consulting, announced a strategic partnership with El Paso Water (EPWater), a municipal utility in El Paso, Texas, to transform its legacy customer information systems (CIS) with Oracle Utilities Customer to Meter (C2M). Continue reading El Paso Water Selects Infosys as its Strategic Partner for Customer Service Transformation
Business Systems (UK) Ltd partner with New York based Market Communications To Provide Recording Solutions To The Financial Trading Floor Environment
Business Systems (UK) Ltd, a specialist in Enterprise Communications solutions has partnered with Market Communications in New York to provide robust and legally compliant recording solutions to the financial trading floor environment. Continue reading Business Systems (UK) Ltd partner with New York based Market Communications To Provide Recording Solutions To The Financial Trading Floor Environment
Predictions for 2021 – Contact Centres Need Extreme Digital CX Agility
What does 2021 hold for us? Aviad Abiri is VP, Portfolio Sales Enablement at NICE Ltd shares some of his thoughts with us. What will the CX landscape look like in 2021 and why will it need to look to extreme digital CX agility… Continue reading Predictions for 2021 – Contact Centres Need Extreme Digital CX Agility
Avaya Earns Frost & Sullivan Award for Excellence in Healthcare Solutions
Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced it has earned Frost & Sullivan’s Competitive Strategy Leadership Award for its extensive portfolio of Avaya OneCloud healthcare solutions. Continue reading Avaya Earns Frost & Sullivan Award for Excellence in Healthcare Solutions
It’s good to talk: learning from COVID-19 customer experiences
The value of delivering good customer experience cannot be underestimated. Research from Infobip recently found that British businesses are set to lose more than £2.5 billion due to bad customer service during lockdown. But it’s not all doom and gloom; some retailers are getting customer service right. Continue reading It’s good to talk: learning from COVID-19 customer experiences