Harry’s Selects Playvox for Contact Centre Forecasting and Scheduling

Playvox, the leading CRM-connected omnichannel contact centre provider of workforce engagement solutions, announced that Harry’s, Inc., the quality men’s grooming and shaving products company, has selected Playvox Workforce Management for use by their North America Customer Experience team. Continue reading Harry’s Selects Playvox for Contact Centre Forecasting and Scheduling

Humley Partner with Puzzel to Deliver Enhanced Customer Experiences with Conversational AI

Puzzel, the leading European provider of cloud-based contact centre solutions, announced its partnership with innovative UK provider of Conversational AI solutions, Humley. The addition of Humley to Puzzel’s marketplace will enable businesses to transform their customer experience through enhanced self-service. Continue reading Humley Partner with Puzzel to Deliver Enhanced Customer Experiences with Conversational AI

LogMeIn rebrands as GoTo with a new application combining support and communications solutions, new products, and a new partner network

LogMeIn, Inc., a recognized leader in remote-work technology, announced today it has rebranded as GoTo to reflect its deep dedication to making IT easy, anywhere. Continue reading LogMeIn rebrands as GoTo with a new application combining support and communications solutions, new products, and a new partner network

NICE CXone Selected by Leading Australian Vocational Education Provider to Digitally Transform its Customer Service

NICE announced that Wodonga TAFE (Technical and Further Education), a leading vocational education and training provider located in north-east Victoria, Australia, has selected NICE CXone as the centerpiece of its contact centre modernization and digitization initiative. Continue reading NICE CXone Selected by Leading Australian Vocational Education Provider to Digitally Transform its Customer Service

Vocalcom names Karine Palacios Chief Product Officer (CPO)

Vocalcom, a global supplier of cloud contact centre and customer experience management solutions, is strengthening its Executive Committee with the appointment of Karine Palacios as Chief Product Officer (CPO). Through this appointment, Vocalcom reinforces its historic positioning as an innovative customer relationship leader. Continue reading Vocalcom names Karine Palacios Chief Product Officer (CPO)

Kore.ai Named a Leader in 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms

Kore.ai, a top conversational AI software platform and solutions provider, announced that the company has been named a “Leader” in the first-ever Gartner Magic Quadrant for Enterprise Conversational AI Platforms published last week. Of the 21 conversational AI providers evaluated for the Magic Quadrant, Kore.ai has been recognized for its “Completeness of Vision” and “Ability to Execute.” Continue reading Kore.ai Named a Leader in 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms

North Wales Police to deploy Hexagon’s cloud-based, next-generation dispatch system

Hexagon’s Safety, Infrastructure & Geospatial division announced North Wales Police will deploy Hexagon’s next-generation public safety solutions in the cloud. Hosted in Microsoft Azure, HxGN OnCall Dispatch and field mobility solutions will provide advanced call-taking and dispatch capabilities to link callers, dispatchers, managers and field officers for faster, more effective response. Continue reading North Wales Police to deploy Hexagon’s cloud-based, next-generation dispatch system

Gupshup Acquires AI-Powered Voice Leader, Knowlarity, Strengthens Conversational Engagement Portfolio

Gupshup, the global leader in conversational engagement, announced the acquisition of Knowlarity Communications. Knowlarity is a global leader in cloud communications, offering cloud telephony, contact centre automation, AI-powered voice assistants and speech analytics solutions to over 6,000 customers across 65 countries. Continue reading Gupshup Acquires AI-Powered Voice Leader, Knowlarity, Strengthens Conversational Engagement Portfolio

Nearly a Half of Customers Are Abandoning Financial Services Websites

Just under half (47%) of visitors to financial services websites leave after seeing only one page of content. This figure is even higher for those visiting websites from a mobile device (51%). That’s according to the latest report from digital experience analytics company, Contentsquare. Continue reading Nearly a Half of Customers Are Abandoning Financial Services Websites

Cellcom Sees Increase in Customer Service Agent Productivity and Improved Customer Experience with Amdocs

Amdocs announced that it has completed a digital modernization project with Israeli telecoms operator Cellcom in less than 10 months, producing a series of tangible business benefits including an average 15 percent increase in Cellcom’s frontline customer service agents’ productivity and an 80 percent reduction in new agents’ training time according to Cellcom’s own estimates. Continue reading Cellcom Sees Increase in Customer Service Agent Productivity and Improved Customer Experience with Amdocs