UserTesting to be Acquired by Thoma Bravo and Sunstone Partners for $1.3Bn and combined with UserZoom

UserTesting, a leader in video-based human insight, announced that it has entered into a definitive agreement to be acquired by Thoma Bravo, a leading software investment firm, and Sunstone Partners for $7.50 per share, in an all-cash transaction valued at approximately $1.3 billion. Continue reading UserTesting to be Acquired by Thoma Bravo and Sunstone Partners for $1.3Bn and combined with UserZoom

Emplifi Delivers Innovative Live Commerce Solutions Including Real-Time Customer Care and Interactive Commerce

Emplifi, the leading unified customer experience (CX) platform, announced the release of three innovative Live Commerce features: Calls from Social, Live Care, and Augmented Reality with rich media screen sharing. Continue reading Emplifi Delivers Innovative Live Commerce Solutions Including Real-Time Customer Care and Interactive Commerce

Zingtree Announces TTEC Digital Partnership to Improve Contact Centre Agent Productivity

Zingtree, a conversational workflow software that turns every contact centre agent into an expert, is pleased to announce its partnership with TTEC Digital, a business segment of TTEC Holdings, Inc., one of the largest global digital CX technology and services innovators for end-to-end, digital CX solutions, to further its mission to elevate contact centre agent productivity. Continue reading Zingtree Announces TTEC Digital Partnership to Improve Contact Centre Agent Productivity

Introducing enhanced workflow tools to power modern work—all from Dropbox

Distributed work is here to stay, and people and teams across continents and time zones need to be more connected than ever. In this new reality, we spend more time working in our virtual screens than in a physical office. But unfortunately, our digital tools haven’t kept up. Continue reading Introducing enhanced workflow tools to power modern work—all from Dropbox

Forsta Named a Leader in the G2 Grid® for Experience Management Software by Real Users on G2

Forsta, an industry-leading global provider of market research, customer experience (CX), and employee experience (EX) technology, announced the achievement of Leader standing on the G2 Grid® for Experience Management Software by G2, the world’s largest and most trusted software marketplace. Continue reading Forsta Named a Leader in the G2 Grid® for Experience Management Software by Real Users on G2

Infobip creates AI-powered chatbot for Uber, enabling its Delhi-NCR customers to book rides via WhatsApp

Infobip, a global cloud communication platform and leader in omnichannel engagement, has developed an AI-powered chatbot for Uber. A global first initiative, the chatbot enables customers to order rides via WhatsApp, creating a seamless booking experience.  Continue reading Infobip creates AI-powered chatbot for Uber, enabling its Delhi-NCR customers to book rides via WhatsApp

New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations

Vonage has unveiled new research that shows businesses have technology gaps that prevent them from making meaningful connections with customers. After two years of nonstop digital transformation among businesses, only 45% of consumers are “very satisfied” with the way they connect with companies, revealing opportunities to enhance digital transformation efforts with omnichannel communications channels, artificial intelligence (AI)-driven capabilities, and more. Continue reading New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations

42% of consumers have had it with hanging on hold

Having to wait on hold for a long time is the biggest frustration when calling customer service for more than two in five (42%). This emphasises that customers of today expect timely, consistent treatment and service – even during the busiest time of the year, according to a recent social poll carried out by customer communications & call centre specialist, Enghouse Interactive. Continue reading 42% of consumers have had it with hanging on hold