All posts by Sam Heggie-Collins

Global CX Leaders Predict the Explosive Rise of GigCX in Third Annual Limitless Report

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

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

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

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

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