Webhelp and Concentrix Corporation announced they have entered into exclusive negotiations to combine in a transaction valuing Webhelp at approximately $4.8 billion, including net debt. Continue reading Webhelp to Combine with Concentrix, Creating Global CX Leader, Well-Positioned for Growth
All posts by Sam Heggie-Collins
Parloa raises €20 million to propel international expansion of game-changing AI-based customer service
Berlin-based enterprise software provider Parloa puts a stop to endless wait times and subpar customer service bots, winning a show of support from Series A investors. Continue reading Parloa raises €20 million to propel international expansion of game-changing AI-based customer service
Thames Water’s insourcing of customer service call centre and engineering positions results in 550 new jobs
Thames Water has brought a range of critical functions in-house since launching its eight-year turnaround plan in 2021, including its customer service, leaks repair and engineering teams, creating 550 new permanent positions and rebuilding the capabilities essential to improving performance. Continue reading Thames Water’s insourcing of customer service call centre and engineering positions results in 550 new jobs
Five9 Introduces Agent Assist 2.0 with AI Summary powered by OpenAI
Five9 announced the general availability of Five9 Agent Assist 2.0 with AI Summary, powered by OpenAI. Using the same generative AI technology behind ChatGPT, the solution summarizes customer call transcripts in seconds, yielding a rapid time to value by reducing manual, after-call work. Continue reading Five9 Introduces Agent Assist 2.0 with AI Summary powered by OpenAI
Britannic Appoint Jonathan Sharp as New CEO
Britannic announced that Richard Dendle, Founder and Managing Director of Britannic for almost 40 years is moving to the role of Executive Chairman and has appointed Jonathan Sharp as the new CEO. Continue reading Britannic Appoint Jonathan Sharp as New CEO
Only over a quarter of UK organisations have omnichannel connected in their organisations
The ongoing cost-of-living crisis has set a gloomy tone for consumers across the country. Whilst customers tighten their pockets, businesses are looking for ways to deliver relevant and personalised communications that keeps customers keen. Continue reading Only over a quarter of UK organisations have omnichannel connected in their organisations
Genesys Launches Industry-First Automated Trial and Purchase Experience
Genesys®, a global cloud leader in experience orchestration, introduced the GCXNow™ offering, a new way for small- to mid-sized organizations to quickly explore and purchase a full-featured Contact Center as a Service (CCaaS) solution. Continue reading Genesys Launches Industry-First Automated Trial and Purchase Experience