Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced it has been awarded it’s 600th contact centre innovation patent by the U.S. Patent Office2, for its latest AI technology advancement within the Avaya OneCloud CCaaS portfolio. Continue reading Avaya Receives 600th Contact Centre Technologies Patent in its Avaya OneCloud™ CCaaS Portfolio
Monthly Archives: January 2021
Video Chat for Customer Service sees 70% growth in Europe
Webhelp, a leading global customer experience and business solutions provider, has today released new research regarding consumer preferences towards video chat . The research conducted during the pandemic found that, whilst COVID-19 has resulted in an uptick in the use of video calls across both personal and professional lives, consumer preferences for the use of video calling in a customer service setting have dramatically increased at 70%. Continue reading Video Chat for Customer Service sees 70% growth in Europe
UHS NHS Foundation Trust supercharges return to work with low-code vaccination app
With tens of thousands of NHS staff currently off sick or self-isolating due to COVID-19, the race is on to vaccinate front-line employees and get them back to work so they can support patients through the winter months. Continue reading UHS NHS Foundation Trust supercharges return to work with low-code vaccination app
Mano Būstas Partners with Airship to Power Proactive, Anticipatory Communications with Customers
Customer engagement company Airship and City Service, one of the largest corporate groups engaged in facility and property management and integrated utility services in Europe, unveiled a new partnership that will streamline communications between its Lithuanian property management company, Mano Būstas and its hundreds of customers across the region. Continue reading Mano Būstas Partners with Airship to Power Proactive, Anticipatory Communications with Customers
TTEC and Schwan’s Home Delivery Raise the Bar on Customer Experiences
TTEC, a leading Customer Experience as a Service (CXaaS) solution provider for many of the world’s most iconic and disruptive brands is pleased to announce it has partnered with Schwan’s Home Delivery to quickly meet increased customer demand for convenient, high-quality frozen food delivery. Continue reading TTEC and Schwan’s Home Delivery Raise the Bar on Customer Experiences
Uniphore Acquires Emotion Research Lab
Uniphore, an early leader in Conversational Service Automation (CSA), announced the acquisition of Emotion Research Lab, a cutting-edge video and emotion AI company. Emotion Research Lab is a leading software developer that uses AI and machine learning, to identify emotion and engagement levels in real-time over video-based interactions. Continue reading Uniphore Acquires Emotion Research Lab
Upland Software Acquires Second Street
Upland Software, a leader in cloud-based tools for digital transformation, has acquired Second Street Media, Inc., a leading audience engagement cloud software platform. Adding Second Street to Upland’s product portfolio will provide Upland’s customers the power to build promotions and email campaigns that grow revenue, customer databases, and consumer engagement. Continue reading Upland Software Acquires Second Street
Housing.com partners with MoEngage to boost platform enquiries by 15%
Housing.com, India’s leading real estate portal, has signed MoEngage to help increase its push delivery rates and drive better stickiness with hyper-personalized engagement. The decision comes on the back of a three month long POC that clearly established the uplift in deliverability and conversions brought about by MoEngage’s insights led engagement platform. Continue reading Housing.com partners with MoEngage to boost platform enquiries by 15%
Sitecore Embarks on $1.2B Investment Plan to Accelerate Growth
Sitecore® the global leader in digital experience management software, announced that it has secured backing for a large-scale growth plan fuelled by $1.2 billion in investment. Continue reading Sitecore Embarks on $1.2B Investment Plan to Accelerate Growth
Empirix Helps CEHE Confidently Migrate to Five9 Cloud-Based Contact Center Software
Empirix®, the leader in end-to-end test automation and network and service performance monitoring, assurance and analytics announced that The Center for Excellence in Higher Education (CEHE) selected Empirix to validate the efficacy of their migration to Five9, an all-in-one cloud-native contact centre solution, before go live. Continue reading Empirix Helps CEHE Confidently Migrate to Five9 Cloud-Based Contact Center Software
Infosys launches Infosys Cortex
Infosys, a global leader in next-generation digital services and consulting, announced the launch of Infosys Cortex, its customer engagement platform. The platform leverages technology from Genesys, a global leader in cloud customer experience and contact center solutions, along with Contact Center AI services from Google Cloud and its managed artificial intelligence (AI) and analytics services. Continue reading Infosys launches Infosys Cortex
Mitel’s Strong Partnership with Noetica Delivers Major Wins in 2020
Mitel’s contact centre technology portfolio is one of the most comprehensive and adaptable offerings in this highly competitive market. This completeness of vision includes the ability to deliver anything from public, private or hybrid cloud solutions to specialist features provided via a best of breed approach through partnerships with some of the most innovative technology providers in the contact centre space. Continue reading Mitel’s Strong Partnership with Noetica Delivers Major Wins in 2020
Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favour of Messaging by 2025
By 2025, 80% of customer service organizations will have abandoned native mobile apps in favour of messaging for a better customer experience, according to Gartner, Inc. Continue reading Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favour of Messaging by 2025
Ideagen makes largest ever acquisition with purchase of Huddle
Ideagen Plc, the leading global provider of information management software for highly regulated industries, has announced the acquisition of Huddle. Continue reading Ideagen makes largest ever acquisition with purchase of Huddle
Babble continues its investment in CCaaS with the acquisition of Ultracomms
Unified Comms, Contact Centre and Cyber Solutions provider, Babble, announces the acquisition of UItracomms. The deal continues Babble’s rapid buy and build strategy, which has been complemented by robust organic growth over the last 12 months. Continue reading Babble continues its investment in CCaaS with the acquisition of Ultracomms