Avaya updated its branding architecture to align its comprehensive portfolio under the Avaya OneCloud name. The evolved branding reflects the company’s multi-cloud application ecosystem, and its acceleration in bringing new solutions to market delivering the future of customer and employee experiences. Continue reading Avaya OneCloud – Evolved Avaya Portfolio Branding Reflects Future of Communications and Collaboration Driving the Experience Economy
All posts by Sam Heggie-Collins
Welltel Acquires Intellicom
Welltel, Ireland’s fastest-growing communications and IT company, announces that it has acquired Intellicom, an Irish company that develops and supplies telecommunications and UC and contact centre systems to business customers. The deal is part-funded by an investment from Duke Royalty. Continue reading Welltel Acquires Intellicom
WNS Launches EXPIRIUS
WNS, a leading provider of global Business Process Management (BPM) services, announced the launch of EXPIRIUS, a unique Customer Experience (CX) solution integrating human-assisted design and domain expertise with AI-driven conversational insights and consulting-led CX strategies to create a holistic digital customer experience. Continue reading WNS Launches EXPIRIUS
Vonage Appoints Joy Corso as Chief Marketing Officer
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced it has appointed Joy Corso as Chief Marketing Officer. Corso will report to Rory Read, Vonage Chief Executive Officer. Continue reading Vonage Appoints Joy Corso as Chief Marketing Officer
Teradata Supports Volkswagen Industrial Cloud as Partner
Teradata, the cloud data and analytics company, announced that it will be a partner of the Volkswagen Industrial Cloud. Continue reading Teradata Supports Volkswagen Industrial Cloud as Partner
TTEC Signs Agreement to Acquire VoiceFoundry
TTEC, a leading global Customer Experience as a Service (CXaaS) partner for many of the world’s most iconic and disruptive brands, announced that it agreed to acquire VoiceFoundry, a global partner of Amazon Web Services, creating an end-to-end CX delivery solution for Amazon Connect. Continue reading TTEC Signs Agreement to Acquire VoiceFoundry
NICE inContact Ranked as the Market Leader in Omdia Multichannel Cloud Contact Center Solution Decision Matrix
NICE inContact, a NICE business, announced Omdia, a leading global technology research firm, has recognized the company as the market leader in the Omdia Decision Matrix, Selecting a Multichannel Cloud Contact Center Solution, 2020-21, ranking #1 overall in the technology assessment, execution assessment and market impact ratings. Continue reading NICE inContact Ranked as the Market Leader in Omdia Multichannel Cloud Contact Center Solution Decision Matrix
Teleperformance in India Launches Three Revolutionary Cloud Campus Hubs to Enable Seamless Transition to Work-At-Home
Teleperformance India will lead the path to the new normal by expanding its unique global operating model via TP Cloud Campus. Teleperformance India launches three High-Tech Hubs as a part of Teleperformance Cloud Campus strategy to effectively manage their workforce operating-from-home model. Continue reading Teleperformance in India Launches Three Revolutionary Cloud Campus Hubs to Enable Seamless Transition to Work-At-Home
Evolve IP Delivers World’s Only Omnichannel Contact Center Integrated with Microsoft Teams and Virtual Workspaces
Evolve IP®, the world’s leading provider of Work Anywhere™ solutions; today announced that it has integrated the omnichannel Evolve Contact Suite with Microsoft Teams and the company’s virtual Workspaces solution. Continue reading Evolve IP Delivers World’s Only Omnichannel Contact Center Integrated with Microsoft Teams and Virtual Workspaces
AI to the rescue: first aid for busy contact centres in local government
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. Continue reading AI to the rescue: first aid for busy contact centres in local government
Jumpstarting the Hyperautomation Journey with Intelligent Automation
Gartner calls ‘hyperautomation’ the most important of the top 10 strategic technology trends for 2020. Is it worth the hype? The short answer is, “Yes.” Continue reading Jumpstarting the Hyperautomation Journey with Intelligent Automation
3 ways to embrace the evolving world of remote work
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Continue reading 3 ways to embrace the evolving world of remote work
TechSee becomes Pega® ISV Partner
TechSee, a global leader in Visual Customer Assistance powered by AI and Augmented Reality, announced that it has joined the Pega Independent Software Vendor (ISV) Partner Program. The Pega ISV Partner Program extends clients’ Pega investments with readily available, out-of-the-box solutions to further accelerate their time to market. Continue reading TechSee becomes Pega® ISV Partner
AVCtechnologies Announces Agreement to Buy Ribbon’s Kandy Communications Business
American Virtual Cloud Technologies, and Ribbon Communications announced they have entered into a definitive agreement for AVCtechnologies to acquire Kandy Communications, an industry-leading proprietary, multi-tenant, highly scalable cloud communications platform, from Ribbon, in an all-stock transaction. Continue reading AVCtechnologies Announces Agreement to Buy Ribbon’s Kandy Communications Business
BT’s Gosforth contact centre set for major refurbishment
BT’s Gosforth contact centre is set for a multi-million-pound refurbishment as Newcastle was revealed as a key location in the company’s future plans. Continue reading BT’s Gosforth contact centre set for major refurbishment