Gig customer service (GigCX) platform Limitless released its third-annual GigCX report The Inevitable, Explosive Growth of GigCX with headline data revealing that nearly 80% of CX leaders surveyed feel that the GigCX model is ‘inevitable,’ and that it is here to stay. Continue reading Global CX Leaders Predict the Explosive Rise of GigCX in Third Annual Limitless Report
All posts by Sam Heggie-Collins
Content Guru Adds New Workforce Management Functionality to Optimize Agent Adherence
Leading cloud customer engagement solutions provider, Content Guru, has announced new functionality for its cutting-edge Workforce Management solution, storm® WFMTM, to help organizations improve their contact centre agent adherence levels. Continue reading Content Guru Adds New Workforce Management Functionality to Optimize Agent Adherence
Marsden Building Society to Enhance Employee and Customer Experiences with Advanced Communications Capability from Avaya Cloud Office
Avaya, a global leader in solutions to enhance and simplify communications and collaboration, is providing the Marsden, Lancashire’s largest building society, with its Avaya OneCloud™ UCaaS solution for more agile, flexible and scalable communication to support its immediate needs and long-term growth. Continue reading Marsden Building Society to Enhance Employee and Customer Experiences with Advanced Communications Capability from Avaya Cloud Office
Sparkhound Provides Fast and Transparent Support to Clients 24/7 with 8×8 Contact Center
8×8, a leading integrated cloud communications platform provider, announced Sparkhound’s continued expansion of its 8×8 Contact Center deployment, including the new 8×8 Agent Workspace, to provide resilient, consistent cloud communications, collaboration, and customer engagement capabilities to its clients. Continue reading Sparkhound Provides Fast and Transparent Support to Clients 24/7 with 8×8 Contact Center
Syniverse and Twilio Close on Strategic Partnership to Unlock the Power of Communications Technology
Syniverse ®, the “world’s most connected company®” and a communications technology provider to leading carriers and enterprises, and Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced that the companies have closed on their previously announced strategic partnership. Continue reading Syniverse and Twilio Close on Strategic Partnership to Unlock the Power of Communications Technology
isolved Debuts Conversational Virtual Assistant for HR Answers and Assistance Wherever and Whenever Employees Need Them
Conversational virtual assistants (VA) are becoming a standard means for how people now interact with technology, delivering much simpler, easier ways to access information and services. In a recent survey, 71 percent of full-time employees said they were willing to use a conversational VA to accomplish human resource (HR) tasks. Continue reading isolved Debuts Conversational Virtual Assistant for HR Answers and Assistance Wherever and Whenever Employees Need Them
MiaRec Announces Release of Customer Sentiment Analysis
MiaRec, a global provider of award-winning workforce and customer engagement solutions, announced the release of its Customer Sentiment Analysis to its interaction recording and customer engagement platform. Continue reading MiaRec Announces Release of Customer Sentiment Analysis
Smarsh to Acquire TeleMessage
Smarsh, the industry leader in enabling organizations to easily manage risk and uncover the value within their communications data, announced that they have entered into an agreement to acquire TeleMessage, a global leader in mobile messaging and voice capture and archiving. Continue reading Smarsh to Acquire TeleMessage
Zoom Drives Contact Centre Expansion with Acquisition of Solvvy
Zoom Video Communications, Inc. announced it has entered into a definitive agreement to acquire Solvvy, a leading conversational AI and automation platform for customer support. Together, Zoom and Solvvy will offer elevated customer service experiences to a global enterprise base and work quickly to capitalize on new opportunities in contact centre and customer support. Continue reading Zoom Drives Contact Centre Expansion with Acquisition of Solvvy
Babble strengthens North-West presence with Active acquisition
Babble, a leading UK technology company transforming how ambitious businesses use next generation business tools, has today announced the acquisition of Stockport and Ellesmere Port-based IT and telecoms solution provider, Active. Continue reading Babble strengthens North-West presence with Active acquisition
New Customer Service Features Enable Support Agents to Deliver Smart, Relevant, and Personalized Experiences with Ease
Coveo, a leader in AI-powered relevance platforms that transform search, recommendations, and personalization within digital experiences, announced a range of new capabilities designed to help customer service employees effortlessly deliver personalized customer experiences. Continue reading New Customer Service Features Enable Support Agents to Deliver Smart, Relevant, and Personalized Experiences with Ease
Twilio Welcomes Joyce Kim as Chief Marketing Officer
Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced Joyce Kim will be joining the company as Chief Marketing Officer, reporting to President of Revenue, Elena Donio. Continue reading Twilio Welcomes Joyce Kim as Chief Marketing Officer
LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI
LiveVox, a leading cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact centre. Continue reading LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI
Jabra launches Engage 55
Jabra, leaders in personal sound and office solutions, has launched the Engage 55, the newest product in Jabra’s Engage series. Engineered to enhance your communications, the latest headset comes with the highest DECT security with military-grade 256-bit encryption and noise cancelling technology. Continue reading Jabra launches Engage 55
SS&C Launches Blue Prism Desktop to Optimize Desktop Process Management
SS&C Technologies Holdings, Inc. announced the launch of SS&C Blue Prism Desktop (“Blue Prism Desktop”), a desktop automation solution. Blue Prism Desktop helps guard against operational vulnerabilities resulting from human interaction, including governance and security risks. Continue reading SS&C Launches Blue Prism Desktop to Optimize Desktop Process Management