NICE CXone Named Overall Leader in 2021 SPARK Matrix™ for Contact Centre as a Service Report

NICE announced that it has been recognised as the overall leader in the 2021 SPARK Matrix™ for Contact Centre as a Service (CCaaS) report. The Quadrant Knowledge Solutions report, which provides market insights, competitive evaluation, and rankings for 23 vendors, gave NICE CXone the highest ratings in the technology excellence and customer impact performance parameters. Continue reading NICE CXone Named Overall Leader in 2021 SPARK Matrix™ for Contact Centre as a Service Report

Qualtrics and AWS Expand Relationship to Transform Customer Feedback into Enhanced Experiences

Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company, and Qualtrics announced they are expanding their relationship, with Qualtrics migrating its internal IT systems and customer-facing workloads to the world’s leading cloud. The migration includes Qualtrics’ complete portfolio of experience management (XM) applications and its xFlow automated workflow system. Continue reading Qualtrics and AWS Expand Relationship to Transform Customer Feedback into Enhanced Experiences

Poor Customer Service Threatens $4.7 Trillion in Annual Revenue Globally as Companies Struggle to Retain Staff

Nearly all consumers say they were dissatisfied with their experiences as customers in 2021, according to the 2022 Global Consumer Trends report from Qualtrics, the leader and creator of the Experience Management (XM) category. Continue reading Poor Customer Service Threatens $4.7 Trillion in Annual Revenue Globally as Companies Struggle to Retain Staff