All posts by Sam Heggie-Collins

New Findings Uncover Significant Shift to Digital Technologies Among Customer Experience Leaders in the Age of COVID-19

Precisely, the global leader in data integrity, released the findings of a report commissioned with market intelligence firm Corinium that examines the significant changes that customer experience (CX) leaders must make as a result of COVID-19, and the acceleration of data-driven technologies shaping the future of CX in the post-pandemic world. Continue reading New Findings Uncover Significant Shift to Digital Technologies Among Customer Experience Leaders in the Age of COVID-19

Uniphore and NTT DATA Sign Multi-year Deal to Bring Conversational Service Automation to Contact Centres

In response to an increase in global demand for end-to-end customer service solutions, Uniphore, an early market leader in the Conversational Service Automation (CSA) space, and NTT DATA Services, a digital business and IT services leader, announced a definitive agreement to co-create new solutions to transform the customer experience market. Continue reading Uniphore and NTT DATA Sign Multi-year Deal to Bring Conversational Service Automation to Contact Centres

Leading European Bank Uses NICE Authentication to Improve Security and Customer Experience

NICE announced that Alfa-Bank Russia has deployed its Real-Time Authentication (RTA) solution, enabling seamless, instantaneous verification for its customers. A leading universal private bank in Russia, Alfa-Bank now authenticates clients calling into the contact centre in real-time and without any need for code words or additional questions. Continue reading Leading European Bank Uses NICE Authentication to Improve Security and Customer Experience

CallMiner and NTT TechnoCross Corporation Partner to Bring Speech Analytics to the Japanese Market

CallMiner, the leading provider of artificial intelligence-fuelled speech and customer interaction analytics, announced a partnership with NTT TechnoCross (NTT-TX) to provide speech analytics in Japan. CallMiner will use the NTT speech to text transcription engine to enable analytics for Japanese speakers within the CallMiner Eureka platform. Continue reading CallMiner and NTT TechnoCross Corporation Partner to Bring Speech Analytics to the Japanese Market

Khoros Announces Support for Instagram Messaging within Its Digital-First Customer Engagement Platform

Khoros, a global leader in digital-first customer engagement software, announced it has integrated Messenger API support for Instagram, empowering Khoros customers to meet millions of people who choose to engage through Instagram messaging. Continue reading Khoros Announces Support for Instagram Messaging within Its Digital-First Customer Engagement Platform

Clarabridge Announces Integration with Microsoft Dynamics 365 Customer Voice and Dynamics 365

Clarabridge, a global provider of Customer Experience Management (CEM) solutions for some of the world’s top brands, announced that its text and speech analytics solutions now integrate with Microsoft Dynamics 365 Customer Voice and Dynamics 365. Continue reading Clarabridge Announces Integration with Microsoft Dynamics 365 Customer Voice and Dynamics 365

Quadient Launches Revamped Partner Program Focused on Customer Experience

Quadient, a leader in helping businesses create meaningful customer connections through digital and physical channels, has introduced its new Experience Partner Program. The mission of this revamped program is to empower Quadient partners with the knowledge and support needed to successfully implement and maximize the value of Quadient’s customer experience management (CXM) solutions. Continue reading Quadient Launches Revamped Partner Program Focused on Customer Experience

Canadian Real Estate Association Selects Verint to Improve Experiences Across Digital Channels

Verint® announced the Canadian Real Estate Association (CREA), one of Canada’s largest single-industry trade associations, has selected Verint’s Experience Management solutions to gain comprehensive insights into the member experience across its digital properties*. Continue reading Canadian Real Estate Association Selects Verint to Improve Experiences Across Digital Channels