The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors… Continue reading Preparing for life after COVID-19 – Starting with your employees
All posts by Sam Heggie-Collins
Conviva Works With ServiceNow to Provide Next Generation Customer Service for Streaming Customers
Conviva, the intelligence cloud for streaming media, announced that its streaming insights data will be integrated with ServiceNow telecom and media industry solutions. This new integration will enable streaming providers to offer more reliable streaming services and personalized customer care experiences to drive user acquisition, reduce operational costs and increase customer lifetime value. Continue reading Conviva Works With ServiceNow to Provide Next Generation Customer Service for Streaming Customers
Cyara Call Explorer Bridges the Gap between Manual and Automated Customer Experience Testing for Voice Calls
Cyara, provider of the award-winning Automated CX Assurance Platform, announced Call Explorer, a new feature on the Cyara Platform that provides enterprises with an easy-to-use, web-based user interface (UI) to manually dial and test interactive voice response (IVR) calls. Continue reading Cyara Call Explorer Bridges the Gap between Manual and Automated Customer Experience Testing for Voice Calls
ibex Adds Zendesk Integration to Its Wave X Technology Platform
ibex, a leading global provider of CX technology & outsourcing solutions, announced an integration with Zendesk, the leading customer service software company. A critical element of the continued success of the Wave X technology platform is its integration with best-in-class CX solutions, and this collaboration with Zendesk further cements ibex as the leader in BPO 2.0. Continue reading ibex Adds Zendesk Integration to Its Wave X Technology Platform
Sonae MC to Modernize Customer Service Operations With Talkdesk
Talkdesk®, Inc., the cloud contact centre for innovative enterprises, announced Sonae MC has started streamlining its customer service operations with Talkdesk CX Cloud™. Sonae MC is the market leader in food retail in Portugal and a subsidiary of Sonae, a multinational corporation managing a wide portfolio of companies. Continue reading Sonae MC to Modernize Customer Service Operations With Talkdesk
SingPost Selects Qualtrics to Understand and Respond to Rapidly Changing Customer Behaviours
Qualtrics, the world’s No. 1 Experience Management (XM) Platform and creator of the XM category, announced that Singapore Post Limited (SingPost), Singapore’s national postal service provider and pioneer of international eCommerce logistics, has chosen Qualtrics CustomerXM™ to identify and implement the actions the organisation can take to improve customer experience in a post-COVID-19 world. Continue reading SingPost Selects Qualtrics to Understand and Respond to Rapidly Changing Customer Behaviours
Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Centre
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced the release of new Visual Engagement, AI and omnichannel features for its award-winning Vonage Contact Center (VCC) solution. Continue reading Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Centre
Spark NZ Selects Calabrio as Part of Unified Front Line Initiative
Calabrio, the customer experience intelligence company, has been selected by Spark, New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative. Continue reading Spark NZ Selects Calabrio as Part of Unified Front Line Initiative
New survey paints positive picture of Employee Engagement during lockdown
Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home. However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. Continue reading New survey paints positive picture of Employee Engagement during lockdown
The Biggest Challenge for Companies: Lack of Customer Knowledge
Mapp, the international provider of insight-led customer engagement, released the results of a study on current customer experience strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently. Continue reading The Biggest Challenge for Companies: Lack of Customer Knowledge
Oracle Helps Organizations Enhance the Employee Experience with Oracle Journeys
Oracle announced a new platform to deliver a more intuitive, personalized, and streamlined employee experience within Oracle Fusion Cloud Human Capital Management (HCM). Oracle Journeys helps organizations create a one-stop shop for employees as they navigate all aspects of work and complete complex tasks. Continue reading Oracle Helps Organizations Enhance the Employee Experience with Oracle Journeys
Dizzion Announces New Managed Desktop Offering on IBM Cloud to Help Enterprises Manage Their Remote Workforce
Dizzion, an industry leader in Managed Desktop as a Service (DaaS), announced a new managed desktop offering on IBM Cloud designed to assist enterprises in managing their workforce by making it easier for employees to work remotely in a secured and collaborative environment. Continue reading Dizzion Announces New Managed Desktop Offering on IBM Cloud to Help Enterprises Manage Their Remote Workforce
Qualtrics Announces XM/OS
Qualtrics, the world’s No. 1 Experience Management (XM) Platform and creator of the XM category, today announced the new XM operating system, or XM/OS, the only operating system for experience management. Continue reading Qualtrics Announces XM/OS
Ventrica appoints Katherine Brown as Marketing & Communications Director
Ventrica the fast-growth multilingual customer management outsourcer for blue-chip brands is pleased to announce the appointment of Katherine Brown who joins the company to support its growth trajectory and capability expansion, with both nearshore and offshore additions planned in 2021 Continue reading Ventrica appoints Katherine Brown as Marketing & Communications Director
PCI Pal® Appoints Mufti Monim as New CTO
PCI Pal®, the global cloud provider of secure payment solutions for business communications, announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company. Continue reading PCI Pal® Appoints Mufti Monim as New CTO