All posts by Sam Heggie-Collins

Sinch extends leadership in conversational messaging through acquisition of MessengerPeople

Sinch AB, a global leader in cloud communications for mobile customer engagement, announced that it has entered into a definitive agreement to acquire MessengerPeople, a leading German software-as-as-service platform for conversational messaging. Continue reading Sinch extends leadership in conversational messaging through acquisition of MessengerPeople

Contact centres simplified: 3 ways to turn theory into practice

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions… Continue reading Contact centres simplified: 3 ways to turn theory into practice

How e-bot7 is shaping the FinTech sector with the use of Artificial Intelligence: Changes of the Finance and Fintech industry

Conversational AI in the financial sector is transforming the industry. With AI and chatbots, banks can scale their customer service and provide high-quality, fast responses for their customers on multiple channels. Scalability is a key differentiator in digital transformation, enabling established banks to keep up with new competitors. Continue reading How e-bot7 is shaping the FinTech sector with the use of Artificial Intelligence: Changes of the Finance and Fintech industry

Primark Selects InMoment to Provide Customer Feedback, Understand Customers at Scale and Expand into New Markets

InMoment®, the leading provider of Experience Improvement (XI)™ solutions, is the selected Customer Experience (CX) partner for global fashion retailer, Primark, supporting the brand to improve customer experience, increase customer loyalty, retention and repeat business. Continue reading Primark Selects InMoment to Provide Customer Feedback, Understand Customers at Scale and Expand into New Markets

Vast empathy rises at work signal problems for brands struggling to emulate connections with customers

A new study from Genesys, a global cloud leader in customer experience orchestration, reveals British workplaces have become intrinsically more empathetic during the pandemic, but brands are lagging behind in how they engage with the public. Continue reading Vast empathy rises at work signal problems for brands struggling to emulate connections with customers

New Salesforce and Slack Innovations Empower Companies to Create Their Digital HQ

Salesforce, the global leader in CRM, today announced new capabilities that integrate Slack across Salesforce’s products and industry solutions, plus new Slack innovations that improve collaboration across organizational boundaries and empower teams to embrace asynchronous working.  Continue reading New Salesforce and Slack Innovations Empower Companies to Create Their Digital HQ

Expansion into Baltics with OSS Networks joining Enreach

Enreach, one of Europe’s fastest-growing unified communications (UC) companies providing innovative contact technology, has further expanded its footprint with the addition of OSS Networks, SIA (‘OSS Networks’). Already the preferred provider of cloud-based UC services in the Baltics, the Latvia-based company has more than doubled its revenues over the last three years. Continue reading Expansion into Baltics with OSS Networks joining Enreach

8×8 Delivers Industry-First Cloud Phone And Contact Center Solution For Multinational Organizations In Russia

8×8, a leading integrated cloud communications platform, announced that 8×8 XCaaS (eXperience Communications as a Service) is the industry’s first integrated cloud phone and contact centre solution to support multinational enterprises with operations in Russia. Continue reading 8×8 Delivers Industry-First Cloud Phone And Contact Center Solution For Multinational Organizations In Russia

Genesys Launches BeyondCX, the First eLearning Program for Contact Center Employees Focused on Empathy and Human Interactions in a Digital World

Genesys®, a global cloud leader in customer experience orchestration, announced BeyondCX, the industry’s first eLearning program for contact centre employees and supervisors that teaches the soft skills necessary for delivering empathetic, personalized experiences in today’s digital world. Continue reading Genesys Launches BeyondCX, the First eLearning Program for Contact Center Employees Focused on Empathy and Human Interactions in a Digital World