All posts by Sam Heggie-Collins

Market Research

New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work

Mitel®, a global leader in business communications, is sharing the findings of a business communications research survey conducted by analyst research firm Techaisle, which unveils crucial insights into the wide-ranging needs of organisations seeking to modernise their business communications to support hybrid work. Continue reading New Research Reveals Need for Organisations to Modernise Business Communications to Support Accelerating Hybrid Work →

Outsourcing

British Gas Grows Partnership with ResQ Creating 200 New Jobs in Hull

ResQ, the leading outsourced contact centre specialist, has announced that British Gas has grown its partnership with the company, which will generate 200 new jobs in Hull over the next 12 months. ResQ has been an outsourced partner of choice for British Gas since 2011, providing customer support across both inbound and outbound activity. Continue reading British Gas Grows Partnership with ResQ Creating 200 New Jobs in Hull →

Market Research

Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months

Verint® released a commissioned study conducted by Forrester Consulting on The Total Economic Impact™ of Verint Digital-First Engagement™ (DFE) solutions, part of the Verint Customer Engagement Cloud Platform. Continue reading Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271% Over Three Years with a Payback in Less Than Six Months →

Who's Buying What?

Cape Air Enhances Cloud Communications and Customer Engagement with 8×8 XCaaS

8×8, a leading integrated cloud communications platform provider, announced that Cape Air, one of the largest commuter airlines in the US, has deployed 8×8 XCaaS™ (eXperience Communications as a Service™) with 8×8 Voice for Microsoft Teams to empower their employees to provide exceptional customer experiences. Continue reading Cape Air Enhances Cloud Communications and Customer Engagement with 8×8 XCaaS →

Who's Buying What?

Multinational Fleet Management Company Selects eGain Knowledge Hub™ to Power Digital-First Customer Service

eGain, the leading knowledge management platform provider for customer engagement automation, announced that one of the world’s largest fleet management companies has selected the eGain Knowledge Hub to automate digital self-service and augment contact centre agents at the point of service. Continue reading Multinational Fleet Management Company Selects eGain Knowledge Hub™ to Power Digital-First Customer Service →

Partnerships

Salesforce and WhatsApp Partner to Transform How People and Businesses Engage Globally

Salesforce, the #1 CRM provider worldwide, and WhatsApp, the most popular messaging service in the world, announced a new strategic partnership that will allow Salesforce customers to connect with their customers and build new messaging experiences on WhatsApp. Continue reading Salesforce and WhatsApp Partner to Transform How People and Businesses Engage Globally →

Technology

Balto Elevates the Agent Experience in the Contact Centre with New Suite of Features

Balto, the leader in uniting contact centre agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact centre. Continue reading Balto Elevates the Agent Experience in the Contact Centre with New Suite of Features →

Technology

New Slack Innovations and Salesforce Customer 360 Integrations Unlock Team Productivity, Adding Value to the Digital HQ

Slack, your digital HQ, with Salesforce, the global leader in CRM, unveiled new product innovations at Dreamforce that make it even more productive for teams to work together in Slack, pull in actionable data directly from Salesforce Customer 360, and get more value from their digital HQ. Continue reading New Slack Innovations and Salesforce Customer 360 Integrations Unlock Team Productivity, Adding Value to the Digital HQ →