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

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