CallMiner Introduces Combined Workforce Intelligence Capabilities to Elevate Agent Experience and Drive Improved Customer Outcomes

CallMiner, the leading provider of conversation intelligence to drive business improvement, announced new and expanded workforce intelligence capabilities to help organizations improve the performance and experience of contact centre and customer service agents, aimed at driving positive customer experiences and business outcomes. Continue reading CallMiner Introduces Combined Workforce Intelligence Capabilities to Elevate Agent Experience and Drive Improved Customer Outcomes

Kingston and Sutton Councils Enable Secure Remote Work with Citrix®

Work used to be a place people went. Today, it happens everywhere. The London councils of Royal Borough of Kingston upon Thames and London Borough of Sutton understand this, and are leveraging virtual desktops from Citrix to create a simple experience that empowers employees to perform at their best and deliver for the more than 400,000 constituents they serve. Continue reading Kingston and Sutton Councils Enable Secure Remote Work with Citrix®

New AI solution empowers organisations to predict future outcomes and automate decision-making

Netcall have announced the launch of Liberty AI, an automation solution that brings machine learning (ML) to complex data. Putting the power of automated data analysis in the hands of everyday business users makes complex, but vital, decision-making simpler. Continue reading New AI solution empowers organisations to predict future outcomes and automate decision-making

InMoment Acquires Leading Customer Review Management Company ReviewTrackers

InMoment®, the leading provider of Experience Improvement (XI)™ solutions, announced it has completed the acquisition of ReviewTrackers, an award-winning customer review management software company. ReviewTrackers empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. Continue reading InMoment Acquires Leading Customer Review Management Company ReviewTrackers

Ada Announces New App Directory and a Suite of Product Updates

Ada, on a mission to help the world’s most innovative brands automate more valuable interactions, announced several new product launches and updates. The Automated Brand Interaction (ABI) company has introduced new no-code builder tools, social channels, proactive SMS, and a global application directory — with additional exciting innovations in the works. Continue reading Ada Announces New App Directory and a Suite of Product Updates

Majorel and Sitel Group® agree on key terms for a potential merger, transforming two high-profile CX groups into a global industry leader

Sitel Group®, one of the largest providers of customer experience (CX) products and solutions, announced with Majorel Group Luxembourg S.A. (“Majorel”), a leading global provider of next-generation end-to-end CX solutions for digital-native and vertical-leading brands, that it has agreed on a non-binding term sheet which provides for a legal merger of Majorel with Sitel Group under Luxembourg law with Majorel Group Luxembourg S.A. ceasing to exist (the “Proposed Merger,” and the surviving company the “combined entity”). Continue reading Majorel and Sitel Group® agree on key terms for a potential merger, transforming two high-profile CX groups into a global industry leader