Five9, the leading provider of the intelligent cloud contact centre announced the execution of a definitive agreement to acquire Virtual Observer, formerly known as CSI, an innovative provider of cloud-based Workforce Optimization (WFO), also known as Workforce Engagement Management (WEM), solutions. Continue reading Five9 to Acquire Virtual Observer
All posts by Sam Heggie-Collins
Dermalogica Selects 8×8 X Series with Contact Centre to Power its Customer Service Experience in UK and Ireland
8×8, a leading integrated cloud communications platform, announced its partnership with Dermalogica, a leading skincare provider across England and Ireland, with 6,000 skin therapists. Continue reading Dermalogica Selects 8×8 X Series with Contact Centre to Power its Customer Service Experience in UK and Ireland
Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat
Genesys®, the global leader in cloud customer experience and contact centre solutions, announced that Swisscom’s customer satisfaction, efficiency and transactional Net Promoter Score® have improved by nearly 10% on messaging channels since deploying Genesys Messaging for Apple Business Chat just six months ago. Continue reading Swisscom Quadruples Customer Interactions in Just Six Months with Genesys Messaging for Apple Business Chat
Talkdesk enhances Outbound Dialer suite for efficient and compliant customer outreach
Talkdesk®, the cloud contact centre for innovative enterprises, announced three new capabilities to its cutting-edge, AI-infused Outbound Dialer™ suite. The new Predictive Dialer™, new Proactive Notifications™ and enhanced Salesforce Dialer integration offers Talkdesk customers new capabilities for organisations to proactively connect with current and prospective customers in an efficient and compliant manner. Continue reading Talkdesk enhances Outbound Dialer suite for efficient and compliant customer outreach
Aisera Secures Series B Funding
Aisera, the world’s first AI-driven platform that automates tasks, actions and workflows for employees and customers, announced that it has secured $20M in Series B funding. Continue reading Aisera Secures Series B Funding
Dialpad Launches Startup Program for VCs and Early-Stage Companies
Dialpad, the only cloud-native business communications platform powered by Voice Intelligence (ViTM), announced the launch of Dialpad for Startups, a program designed to support emerging companies with free and discounted seats of all Dialpad products. Continue reading Dialpad Launches Startup Program for VCs and Early-Stage Companies
Surfly Now Available for NICE inContact CXone for In-Person, Co-browsing Experiences Online
Surfly, the market standard for co-browsing technology, announced that its integration with NICE inContact CXone is now available on CXexchange. With this integration users can instantly make use of Surfly’s universal co-browsing technology to upgrade existing CXone channels, such as Phone, Chat, or Email to an in-person experience online. Continue reading Surfly Now Available for NICE inContact CXone for In-Person, Co-browsing Experiences Online
Ooredoo Qatar to use Nokia AI-powered customer engagement solution
Nokia has announced that Ooredoo Qatar will soon complete the deployment of Nokia’s customer engagement solution to improve digital experiences by using analytics to better understand customer needs and to recommend and automatically trigger the next best action for a more relevant offer for the subscriber. Continue reading Ooredoo Qatar to use Nokia AI-powered customer engagement solution
BridgeClimb Reaches the Cloud with RingCentral’s Cloud Communications and Contact Centre Solutions
BridgeClimb, the operator of Sydney’s iconic Harbour Bridge experience, has selected RingCentral Australia, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions and a wholly owned subsidiary of RingCentral, to enable multichannel communications and customer service. Continue reading BridgeClimb Reaches the Cloud with RingCentral’s Cloud Communications and Contact Centre Solutions
Sitel Group Recognized on the Best of The Global Outsourcing 100 List by IAOP
Sitel Group, a leader in CX management, today announced that it has been recognized on the Best of The Global Outsourcing 100® list produced by IAOP®, the International Association of Global Outsourcing Professionals, and published annually by FORTUNE® Custom Projects. Continue reading Sitel Group Recognized on the Best of The Global Outsourcing 100 List by IAOP