COVID accelerates demand for gig-driven customer support models

Limitless released annual industry report ‘GigCX goes mainstream‘, with headline data revealing that 47% of those doing gig customer service roles today had lost full time employment or had hours cut due to COVID-19. Furthermore, 46% of those surveyed became GigCX Experts over the past year due to reasons associated with the pandemic. Continue reading COVID accelerates demand for gig-driven customer support models

RS Components chooses Orange Business Services as sole managed service provider to improve business agility globally

RS Components (RS), a global omni-channel solutions partner for industrial customers and suppliers, has chosen Orange Business Services as its single end-to-end managed services provider. Orange will carry out a major transformation of RS’ entire global infrastructure, digitise its sales processes and move its contact centre activities to the cloud. Continue reading RS Components chooses Orange Business Services as sole managed service provider to improve business agility globally

iQor Selects NICE Workforce Management Cloud Solutions

NICE announced that iQor has selected the NICE Workforce Management (WFM) cloud-based suite to help teams augment customer experience across its global service locations. iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, is leveraging NICE’s AI and machine learning-based scheduling solution to further engage employees and boost customer satisfaction. Continue reading iQor Selects NICE Workforce Management Cloud Solutions

Research Study Commissioned by LiveVox Reveals Path to Improved Contact Centre Agent and Customer Experience

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how integrated contact centre solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Continue reading Research Study Commissioned by LiveVox Reveals Path to Improved Contact Centre Agent and Customer Experience

Enreach further expands in the UK with the acquisition of Pace Telecom

Enreach, the fast-growing European unified communications group, has further strengthened its position in the UK telecommunications market with the acquisition of Pace Telecom. Established in 1993, Pace Telecom is a leading communications provider specialising in business telephony, mobile and broadband and helps over 1,000 customers to work more efficiently and productively. Continue reading Enreach further expands in the UK with the acquisition of Pace Telecom

TeamViewer announces the launch of TeamViewer Engage

TeamViewer, a leading global provider of secure remote connectivity solutions and workplace digitalisation technology, announced the launch of TeamViewer Engage. The customer engagement suite – originating from the acquisition of Austrian startup Xaleon earlier this year – is a great addition to TeamViewer’s solution portfolio. Continue reading TeamViewer announces the launch of TeamViewer Engage

UiPath Acquires Cloud Elements to Deliver Expanded API-Based Automation Capabilities

Leading enterprise automation software company, UiPath announced it has acquired Cloud Elements, a pioneering API integration platform. With this acquisition, UiPath continues to lead innovation in the automation market, this time believed to be the first provider to offer enterprise-grade user interface (UI) and API-based automation capabilities in a single platform. Continue reading UiPath Acquires Cloud Elements to Deliver Expanded API-Based Automation Capabilities

Sendbird Joins Unicorn Club as Mobile Communications Become Essential in the Lives of Billions of People Across the Globe

Sendbird, the leading mobile engagement & communication company across in-app chat, voice and video, announced that it closed $100 million in Series C funding in an oversubscribed round led by STEADFAST Capital Ventures. STEADFAST Managing Director and Head of Venture Capital Karan Mehandru will join Sendbird’s board of directors. Continue reading Sendbird Joins Unicorn Club as Mobile Communications Become Essential in the Lives of Billions of People Across the Globe

Semafone and Avaya Bring Leading Payment Security Capabilities to Contact Center Customers

Semafone®, the leading provider of data security and compliance solutions for call and contact centres, announced a global reseller partnership with Avaya, the leader in cloud-based solutions designed to enhance and simplify communications and collaboration. Continue reading Semafone and Avaya Bring Leading Payment Security Capabilities to Contact Center Customers

Intradiem’s Intelligent Automation Solutions Now Available through Avaya Select Product Program

Intradiem announced that its portfolio of Intelligent Automation solutions will be sold through the Avaya Select Product Program. Avaya is a global leader in solutions to enhance and simplify communications and collaboration, delivering open, intelligent and customizable solutions for contact centres and unified communications that create seamless communication experiences for customers and employees. Continue reading Intradiem’s Intelligent Automation Solutions Now Available through Avaya Select Product Program