Route 101 Partners with Surfly to Introduce Co-Browsing and Screen-Sharing Capabilities to Customers

Route 101, a leading systems integrator of contact centre, customer engagement and unified communication solutions, continues to strengthen its partner ecosystem with the introduction of the world’s most advanced co-browsing solution, Surfly. Continue reading Route 101 Partners with Surfly to Introduce Co-Browsing and Screen-Sharing Capabilities to Customers

New 8×8 XCaaS Enhancements Deliver Large Video Meetings and Advanced Mobility Support for Company-wide Collaboration

8×8, a leading integrated cloud communications platform, announced new 8×8 XCaaS (Experience Communications as a Service) enhancements, including support for video meetings with up to 500 active participants and advanced mobility, to drive organization-wide collaboration for a hybrid workforce. Continue reading New 8×8 XCaaS Enhancements Deliver Large Video Meetings and Advanced Mobility Support for Company-wide Collaboration

TELUS International Announces the Launch of Intelligent Insights

TELUS International, a leading digital customer experience (DCX) innovator that designs, builds and delivers next-generation solutions for global and disruptive brands, announced the launch of Intelligent Insights, a tool-agnostic platform to monitor and manage robotic process automation (RPA) solutions and bots. Continue reading TELUS International Announces the Launch of Intelligent Insights

USA: LiveVox Study Finds That Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, has released the second edition of its LiveVox Work from Home Report, entitled, “The Remote Tipping Point.” Continue reading USA: LiveVox Study Finds That Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits

New Five9 Study Finds Contact Centres Face Workforce and Technology Gaps as Customer Service Becomes More Complex

Five9, a leading provider of the intelligent cloud contact centre, announced the results of a survey conducted by the International Customer Management Institute (ICMI) exploring the current state and future of work in the contact centre. Continue reading New Five9 Study Finds Contact Centres Face Workforce and Technology Gaps as Customer Service Becomes More Complex

Uniphore to Acquire Jacada to Transform Customer Experience with Advanced AI and Low Code/No Code Automation

Uniphore, a leader in Conversational Service Automation (CSA), announced its agreement to acquire Jacada, a customer experience pioneer with the industry’s leading low code/no code platform for contact centre automation. Jacada’s advanced automation software brings a proven track record of solving complex contact centre challenges and empowering the design and implementation of transformational customer experiences quickly and easily. Continue reading Uniphore to Acquire Jacada to Transform Customer Experience with Advanced AI and Low Code/No Code Automation