Kibo, the leader in unified commerce, announced that global analyst firm Forrester Research has named Kibo a Strong Performer in The Forrester Wave™: Experience Optimization Platforms, Q4 2020. Continue reading Kibo Named a Strong Performer in Experience Optimization Platforms Report by Independent Research Firm
Monthly Archives: December 2020
Facebook to acquire Kustomer
Facebook has reached an agreement to acquire Kustomer, a top-rated CRM that enables businesses to effectively manage all customer interactions across channels. Facebook’s goal with Kustomer is simple: to give businesses access to best-in-class tools that deliver excellent service and support. Continue reading Facebook to acquire Kustomer
Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation
NICE announced that Swinton Group has transformed customer service and improved both customer and employee experiences by leveraging NICE’s Attended Automation solution. A UK-based insurance retailer with a network of branches across the country, Swinton Group redefined customer service workflows to ensure employees had the right data at the opportune time and next-step guidance at their fingertips with NICE’s Attended Automation solution. Continue reading Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation
BT’s refurbished Doncaster office due to open in Spring
BT released new images of its Doncaster Contact Centre currently undergoing a multi-million-pound refurbishment – as it announced the project will complete early next year. Continue reading BT’s refurbished Doncaster office due to open in Spring
Puzzel launches disruptive new solutions packages to transform customer experience in Europe
Puzzel, the trailblazing innovator of CCaaS for Europe’s leading customer contact centres, has launched a set of customer service solutions packages – Engage, Delight and Inspire.
Continue reading Puzzel launches disruptive new solutions packages to transform customer experience in Europe
Verint Introduces Digital Behavior Analytics
Verint® announced the addition of Digital Behavior Analytics to its Experience Cloud solution, creating a deep, insightful, and comprehensive view of digital customer interactions. The new solution captures and tracks millions of clicks, gestures, taps, and other actions so organizations can see and analyse how customers navigate digital properties, automate how they find and fix problems, and vastly improve bottom-line outcomes. Continue reading Verint Introduces Digital Behavior Analytics
Unbabel Launches COMET, Blazing New Trail for Ultra-Accurate Machine Translation
Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, announced the release of COMET (Crosslingual Optimized Metric for Evaluation of Translation), an open-source neural framework and metric for Machine Translation (MT) evaluation that has been validated as a top performing metric by the 2020 Fifth Conference on Machine Translation (WMT20). Continue reading Unbabel Launches COMET, Blazing New Trail for Ultra-Accurate Machine Translation
Gainsight Announces Majority Investment from Vista Equity Partners
Gainsight, the Customer Success company, announced it has signed an agreement to receive a majority investment from Vista Equity Partners (“Vista”), a leading global investment firm focused on enterprise software, data and technology-enabled businesses. Continue reading Gainsight Announces Majority Investment from Vista Equity Partners
Confirmit Named A Leader in the Omdia Market Radar Report on Experience Management Platforms
Confirmit has been named a Leader in the Omdia Market Radar Report on AI-enabled Experience Management Platforms. The market radar report provides a comparative analysis of nine leading enterprise experience management platforms (EXMs), their evolution from enterprise feedback management systems into EXMs through advanced AI, and how to use them to improve the customer experience. Continue reading Confirmit Named A Leader in the Omdia Market Radar Report on Experience Management Platforms
AI & Live Chat: a winning combination
Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance. Continue reading AI & Live Chat: a winning combination
Whistl acquires Clientbase Fulfilment
Founded in 1999, Clientbase is a privately held company based in Paignton, Devon, and offers the full fulfilment service for home shopping companies, including pick & pack, 140 seat contact centre capability, warehousing, returns handling and delivery. Continue reading Whistl acquires Clientbase Fulfilment
PODS® Partners With Five9 to Take their Recognized Customer Care to the Cloud
Five9, a leading provider of the intelligent cloud contact centre, announced that PODS Enterprises, LLC, a pioneer and leader in the containerized moving and storage industry, providing both residential and commercial services in the U.S., Canada, Australia and the UK, has selected Five9 to power their global cloud contact centre. Continue reading PODS® Partners With Five9 to Take their Recognized Customer Care to the Cloud