Infinity, the leading call intelligence provider, has announced the launch of ‘Agent ID’ and ‘Outbound call tracking’ – representing a significant improvement to its contact centre offering. The business has also launched an improved Insights and Intelligence consultancy. Continue reading Infinity launches tailored agent training solution for contact centres
Monthly Archives: April 2022
Firstsource committed to create jobs, expand operations and investment across the UK
Firstsource Solutions Limited, a global provider of Business Process Management (BPM) services and an RP-Sanjiv Goenka Group company, reiterated its commitment to growing operations across the UK. Firstsource will invest to create around 1,000 new jobs over the next 12 months across South Wales, the Midlands and cities in the Northern Powerhouse. Continue reading Firstsource committed to create jobs, expand operations and investment across the UK
ŠKODA AUTO, Artificial Solutions & Cognizant announce European expansion of Conversational AI Solution
Artificial Solutions® announces that ŠKODA AUTO is expanding its Conversational AI solution to cover new European regions, taking the total number of countries covered by its chatbot ‘Laura’ to 13. Continue reading ŠKODA AUTO, Artificial Solutions & Cognizant announce European expansion of Conversational AI Solution
Press Ganey Advances Technology via Acquisition of Forsta, A Global Leader in Market Research, Customer Experience and Employee Experience
Press Ganey, renowned leader in patient, member, employee and consumer experience across the healthcare ecosystem, announced it has completed its acquisition of Forsta, a leading global provider of market research, customer experience (CX) and employee experience (EX) technology. Continue reading Press Ganey Advances Technology via Acquisition of Forsta, A Global Leader in Market Research, Customer Experience and Employee Experience
Twilio welcomes London-based ex-HPE Chief Privacy Officer Amy Holcroft and Chief Digital Officer Reeny Sondhi
Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced two new hires. Reeny Sondhi joined the company as Chief Digital Officer, and Amy Holcroft joined the company as Chief Privacy Officer. Continue reading Twilio welcomes London-based ex-HPE Chief Privacy Officer Amy Holcroft and Chief Digital Officer Reeny Sondhi
MoEngage partners with Microsoft to empower customer-centric enterprises
MoEngage announces a new collaboration with Microsoft, allowing enterprises to gather insights and run personalized, omnichannel campaigns for different customer segments to boost engagement, retention, and revenue. Continue reading MoEngage partners with Microsoft to empower customer-centric enterprises
NEC takes on-premises phone systems to the Cloud with UNIVERGE BLUE® CONNECT BRIDGE
NEC Enterprise Solutions, global leader in Communications & IT solutions, announced the launch of UNIVERGE BLUE® CONNECT BRIDGE, an innovative solution that builds on NEC’s UNIVERGE BLUE® CLOUD SERVICES and enables existing on-premises NEC phone systems to leverage the power of Cloud-based services and solutions while maintaining their existing infrastructure and investments. Continue reading NEC takes on-premises phone systems to the Cloud with UNIVERGE BLUE® CONNECT BRIDGE
New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat
Qualtrics, the leader and creator of the experience management (XM) category, announced Qualtrics Social Connect, a new digital customer service and social listening solution that enables contact centre, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. Continue reading New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat
Replicant Raises $78 Million in Series B Funding to Automate Customer Service
Replicant, the leader in the Contact Center Automation market, announced it has closed its Series B funding of $78 million, bringing its total funding to more than $110 million. Continue reading Replicant Raises $78 Million in Series B Funding to Automate Customer Service
Loris announces $12m Series A to transform AI for customer service
Loris, the conversational AI software that assists human agents in real time to make customer support more human, empathetic, and scalable, announced its $12 million Series A funding round. The series was led by Bow Capital, with participation from ServiceNow Ventures and existing investors Floodgate and Vertex Ventures. Continue reading Loris announces $12m Series A to transform AI for customer service
PCI Pal partners with Odigo to provide secure payments
PCI Pal®, the global provider of secure payment solutions, has announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. Continue reading PCI Pal partners with Odigo to provide secure payments
Quantum Metric Integrates with ServiceNow to Ease Contact Centre Frustration
Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, announced an integration with ServiceNow to extend insight into individual customer experiences. Continue reading Quantum Metric Integrates with ServiceNow to Ease Contact Centre Frustration
Lifesize Connect Plus+ Enables Multivendor Hybrid Video Meetings
Lifesize®, the original inventors of high-definition video conferencing and creator of the world’s first cloud-based omnichannel contact centre, introduced Lifesize Connect Plus+, a new DSS feature for its 4K Lifesize Cloud Room hardware. Continue reading Lifesize Connect Plus+ Enables Multivendor Hybrid Video Meetings
Sunrise Software Joins Volaris Group
Sunrise Software has joined Volaris Group, an operating group of Constellation Software. Volaris is a Canadian company providing market-leading software and services to a variety of industries worldwide. Volaris acquires, strengthens, and grows vertical market software companies. Continue reading Sunrise Software Joins Volaris Group
Gnani.ai’s assist365™ Low-code Omnichannel Conversational AI Automation Platform V2.0 sees a 3x Rise in Adoption
Gnani.ai, a global frontrunner in Conversational AI and customer service automation announced a 3x rise in uptake for the new version of the assist365™ low-code omnichannel automation platform. Continue reading Gnani.ai’s assist365™ Low-code Omnichannel Conversational AI Automation Platform V2.0 sees a 3x Rise in Adoption