New research from global cloud communications platform Infobip reveals that chat apps such as WhatsApp are becoming crucial channels for customer communications, demonstrating the growing importance of conversational experiences. Continue reading New Infobip research shows the rising dominance of chat apps for customer communications
All posts by Sam Heggie-Collins
IPI named a supplier on Crown Commercial Service’s G-Cloud 13 framework
IPI, the contact centre specialist, announced that it has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud 13 agreement, a framework to enable the provision of cloud-based computing services to the UK central government departments and all other public sector bodies. Continue reading IPI named a supplier on Crown Commercial Service’s G-Cloud 13 framework
Gamma selects Dubber for Intelligent Recording on Microsoft Teams
Dubber, the leading conversational intelligence and unified recording platform for service providers and their customers globally, is pleased to announce it has been selected by “Gamma. Gamma can now provide intelligent call recording as a service, applicable for general business and regulated compliance requirements, plus Dubber’s leading conversational AI on Microsoft Teams. Continue reading Gamma selects Dubber for Intelligent Recording on Microsoft Teams
Eltropy Partners with Tyfone to Create a Unified Digital Communications Platform for Community FIs
Eltropy, the leading digital communications platform for community financial institutions (CFIs), announced a partnership with digital banking provider Tyfone that allows their mutual community bank and credit union clients to communicate with members more quickly and effectively. Continue reading Eltropy Partners with Tyfone to Create a Unified Digital Communications Platform for Community FIs
Consortium Led by Hellman & Friedman and Permira Completes Acquisition of Zendesk
Zendesk, announced the completion of its acquisition by an investor group led by Hellman & Friedman and Permira in an all-cash transaction that values the company at approximately $10.2 billion. Continue reading Consortium Led by Hellman & Friedman and Permira Completes Acquisition of Zendesk
QUALCO boosts collections platform with Webio conversational AI messaging
QUALCO, an international fintech solutions provider, has partnered with customer engagement specialists, Webio to add conversational AI to their existing collections and recoveries software offering. Continue reading QUALCO boosts collections platform with Webio conversational AI messaging
HGS partners with Genesys
Hinduja Global Solutions (HGS), a leading and innovative provider of solutions in consumer engagement, digital CX, and business process management (BPM) announced a strategic partnership with Genesys®, a global cloud leader in customer experience orchestration. Continue reading HGS partners with Genesys
Westcon-Comstor launches new Cloud & Collaboration business division
Westcon-Comstor, the global technology provider and specialist distributor, is announcing the launch of the newly formed Cloud & Collaboration business division. The new division, which provides specialist support to vendors and partners in the growing cloud and collaboration space, will be led Antony Byford, Vice President. Continue reading Westcon-Comstor launches new Cloud & Collaboration business division
Public sector drives strong demand for conversational AI, with 2.7M+ users served on the Yellow.ai platform
With governments across the world working to enable broad-scaled digital transformation, public sector organizations are increasingly gravitating towards the adoption of Conversational AI solutions to redefine the citizen experience. Continue reading Public sector drives strong demand for conversational AI, with 2.7M+ users served on the Yellow.ai platform
Mavenir Launches CPaaS Integrated Offering for CSPs
Mavenir, the Network Software Provider building the future of networks with cloud-native software that runs on any cloud, announced the launch of its Communications Platform as a Service (CPaaS), an integrated Software as a Service (SaaS) offering. Continue reading Mavenir Launches CPaaS Integrated Offering for CSPs
Playvox Expands Workforce Management Capacity Planner
Playvox has expanded its Workforce Management (WFM) Capacity Planner solution. Customers across multiple verticals such as healthcare, food delivery, insurance and more, can take advantage of Playvox’s intuitive and seamless technology solution to manage their employees more effectively, while helping overcome operations challenges. Continue reading Playvox Expands Workforce Management Capacity Planner
Startup Uses Speech AI to Coach Contact-Centre Agents Into Boosting Customer Satisfaction
Minerva CQ, a startup based in the San Francisco Bay Area, is making customer service calls quicker and more efficient for both agents and customers, with a focus on those in the energy sector. Continue reading Startup Uses Speech AI to Coach Contact-Centre Agents Into Boosting Customer Satisfaction
Aivo’s Video Conversational AI, the First AI Video Avatar Designed to Interact With Customers
Aivo, a global leader in Artificial Intelligence (AI) applied to Customer Service, has developed a new way for companies to interact with their customers using AI and video. Aivo’s Video Conversational AI is a solution developed together with Synthesia, the world’s largest AI video generation platform that turns text into video in minutes. Continue reading Aivo’s Video Conversational AI, the First AI Video Avatar Designed to Interact With Customers
Squaretalk and Sedric Join Forces to Empower Call Centres with Industry-leading Compliance Management
Squaretalk, a major cloud call centre software provider, and Sedric, a leading compliance excellence platform for next-gen fintech companies, announced their partnership. Continue reading Squaretalk and Sedric Join Forces to Empower Call Centres with Industry-leading Compliance Management
Teleperformance Earns the Highest Score in The 2022 EMEA Customer Experience Management Service by Everest Group PEAK Matrix®
Teleperformance, the global leader in outsourced customer and citizen experience management and related digital services, announced it has been selected as a leading global service provider in Everest Group’s Customer Experience Management (CXM) 2022 PEAK Matrix® for Customer Experience Management Service Providers in EMEA. Continue reading Teleperformance Earns the Highest Score in The 2022 EMEA Customer Experience Management Service by Everest Group PEAK Matrix®