James Stokes, Enterprise Team Lead UK & Ireland at Infobip discusses his top five communications and technology trend predications for 2022… Continue reading The communications trends that will shape 2022
Monthly Archives: December 2021
Travelopia Takes Next Steps On Customer Experience Journey With Talkdesk
Talkdesk®, the global customer experience leader for customer-obsessed companies, has been chosen by Travelopia, the world’s largest collection of specialist travel brands, as its contact centre solution provider. Continue reading Travelopia Takes Next Steps On Customer Experience Journey With Talkdesk
DHL Supply Chain Singapore Supports Business Expansion, Supercharges Agent Retention with Avaya OneCloud™
DHL Supply Chain, the world’s leading contract logistics provider, has accelerated its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud™ solutions. Continue reading DHL Supply Chain Singapore Supports Business Expansion, Supercharges Agent Retention with Avaya OneCloud™
Quiq Announces Integration with Microsoft to Enable Digital Messaging on Dynamics 365
Quiq, an AI-powered conversational platform that enables businesses to engage with customers across the most popular digital messaging channels, announced a new integration with Microsoft Dynamics 365. Built to improve customer experience and agent efficiency, the integration allows Dynamics 365 customers to capture leads and customer tickets directly from digital conversations. Continue reading Quiq Announces Integration with Microsoft to Enable Digital Messaging on Dynamics 365
NICE Named a Leader in 2021 SPARK MatrixTM for Voice of the Customer
NICE announced that it has been recognized as a Technology Leader in the 2021 SPARK MatrixTM for Voice of the Customer (VoC) Platform report. The Quadrant Knowledge Solution report, which provides market insights, competitive evaluation, and rankings for 17 vendors, gave NICE Voice of the Customer strong ratings for both parameters, technology excellence and customer impact. Continue reading NICE Named a Leader in 2021 SPARK MatrixTM for Voice of the Customer
Verint Named a Leader in the IDC MarketScape for Worldwide Conversational AI Software Platforms for Customer Service 2021
Verint® announced that it has been named a leader in the second of two IDC reports on conversational artificial intelligence (AI). The IDC MarketScape: Worldwide Conversational AI Software Platforms for Customer Service 2021 Vendor Assessment report * positions Verint in the Leaders category for delivering robust conversational AI solutions specifically in the customer service environment. Continue reading Verint Named a Leader in the IDC MarketScape for Worldwide Conversational AI Software Platforms for Customer Service 2021
LumenVox Recognized by Frost & Sullivan for Offering Highly Accurate Voice-Enabled Software with its AI-Powered Speech Recognition and Authentication
Based on its recent analysis of the North American contact centre industry, Frost & Sullivan recognizes LumenVox, a leading provider of AI-driven speech recognition and voice biometrics software, with the 2021 Enabling Technology Leadership Award for its versatile and cost-effective suite of speech and authentication software. Continue reading LumenVox Recognized by Frost & Sullivan for Offering Highly Accurate Voice-Enabled Software with its AI-Powered Speech Recognition and Authentication
Exertis acquires Almo Corporation in DCC plc’s biggest ever transaction
DCC Technology, which trades as Exertis and is one of the world’s leading technology distribution and services businesses, has announced its acquisition of Almo Corporation in North America. The acquisition is the biggest yet in the history of parent company DCC plc. Continue reading Exertis acquires Almo Corporation in DCC plc’s biggest ever transaction
Puzzel unveils Digital Engagement, a new solution for delivering digital-first customer experiences
Puzzel, the leading European provider of cloud-based contact centre solutions, has announced the launch of Digital Engagement, a new solution for delivering digital-first customer experiences. Continue reading Puzzel unveils Digital Engagement, a new solution for delivering digital-first customer experiences
Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum
Sensée, the work-from-home (WFH) and hybrid workplace specialist, is pleased to announce several senior appointments in response to a significant growth in demand for WFH Customer Experience (CX) Outsourcing in 2021. Continue reading Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum
Q-nomy Announces Q-Flow Virtual Lobby for Omnichannel Customer Service Centres
Q-nomy Inc., a leading global provider of omnichannel customer journey and customer experience optimization solutions, announced the addition of a Virtual Lobby application to its Q-Flow software platform. Continue reading Q-nomy Announces Q-Flow Virtual Lobby for Omnichannel Customer Service Centres
ServiceNow and Qualtrics Add New Innovations to Help Companies Personalize and Scale Service Experiences
ServiceNow and Qualtrics announced the availability of new joint capabilities that enable companies to deliver personalized service experiences. Combining ServiceNow’s digital workflows with Qualtrics’ experience management technology, organizations can harness and act on customer and employee experience data on the Now Platform, in real time, to quickly resolve issues and improve engagement, loyalty, and retention. Continue reading ServiceNow and Qualtrics Add New Innovations to Help Companies Personalize and Scale Service Experiences
Dynamic Yield Research Finds Pandemic has Propelled Significant Advancements in Personalization
Dynamic Yield, the Experience Optimization platform, announced the results of its fourth annual report on the State of Personalization Maturity, exposing greater levels of adoption than in recent years, synchronous with the pandemic’s acceleration of digital. Continue reading Dynamic Yield Research Finds Pandemic has Propelled Significant Advancements in Personalization
Kaleyra Rolls Out RCS Broadcast Messages in USA, UK, and India
Kaleyra, a rapidly growing cloud communications software provider delivering a secure system of application programming interfaces (APIs) and connectivity solutions in the API/Communications Platform as a Service (CPaaS) market, has released RCS Broadcast Messages as part of its intuitive ‘ComPro’ platform. Continue reading Kaleyra Rolls Out RCS Broadcast Messages in USA, UK, and India
Uniphore Collaborates with Cisco to Enable Better Customer Experiences
Uniphore, the leader in Conversational Automation, announced that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions. Continue reading Uniphore Collaborates with Cisco to Enable Better Customer Experiences