Genesys® announced the Genesys Cloud EX™ solution, a new product to engage, motivate and empower employees within the contact centre and beyond. Continue reading Genesys Extends Beyond the Contact Centre with New AI-Powered Employee Experience Solution
Monthly Archives: May 2023
Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
Four in ten shoppers have needed to get in touch with a business’s customer support with a query or complaint in the last three days, according to new research. Continue reading Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
Medallia adds key executives to accelerate innovation and scalable growth
Medallia, the global leader in customer and employee experience, announced the addition of two new key executives, with Dan Madden named Chief Financial Officer and Robert Baca Chief Technology Officer. Continue reading Medallia adds key executives to accelerate innovation and scalable growth
Simplr Launches Cognitive Paths, the Safeguard for Using ChatGPT in Customer Service
Simplr, a bot-first CX outsourcing solution that offers automation and human agents, announced a major infusion of generative AI into its platform alongside comprehensive safeguards called Cognitive Paths to ensure safe and secure use of the new technology. Continue reading Simplr Launches Cognitive Paths, the Safeguard for Using ChatGPT in Customer Service
Riverbed Launches Aternity Sentiment to Deliver the Most Comprehensive Digital Employee Experience (DEX) Solution
Riverbed, the leader in unified observability, announced the launch of Aternity Sentiment. The addition of Sentiment to Alluvio Aternity™ optimizes the digital experience by correlating employee sentiment to application and device performance, enabling organizations to pinpoint user experience issues and take prescriptive, targeted actions that increase productivity and employee satisfaction, service quality and business performance. Continue reading Riverbed Launches Aternity Sentiment to Deliver the Most Comprehensive Digital Employee Experience (DEX) Solution
Puzzel reigns as Frost & Sullivan’s most innovative European provider on the 2023 Cloud Contact Center Radar
Puzzel has been recognised as the most innovative European-founded CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar. Continue reading Puzzel reigns as Frost & Sullivan’s most innovative European provider on the 2023 Cloud Contact Center Radar