All posts by Sam Heggie-Collins

Mitel Expands Customer Experience Portfolio with New Market and Product Launches

Mitel®, a global leader in business communications, announced a series of enhancements to the company’s customer experience portfolio, including the launch of a new virtual agent, powered by Contact Center AI; expanded market availability of MiCloud Connect CX; and the introduction of Mitel Workforce Optimization. Continue reading Mitel Expands Customer Experience Portfolio with New Market and Product Launches

Avaya Announces Availability of Google Cloud Contact Center AI Integration With Avaya’s IX Contact Center Solutions

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, today announced that key Google Cloud Contact Center (CC) AI capabilities integrated with Avaya IX Contact Center solutions are now available for global customers. Continue reading Avaya Announces Availability of Google Cloud Contact Center AI Integration With Avaya’s IX Contact Center Solutions

Freshworks Secures $150M Funding Round, Led by Sequoia, CapitalG and Accel at $3.5 Billion Market Valuation

Freshworks Inc., the customer engagement software company, announced today the signing of definitive agreements for a $150 million series H round of funding at a post-financing valuation of $3.5 billion. The round was led by existing investors Sequoia Capital, CapitalG, and Freshworks’ first investor, Accel. Continue reading Freshworks Secures $150M Funding Round, Led by Sequoia, CapitalG and Accel at $3.5 Billion Market Valuation

eGain launches AI-guided knowledge solution for omnichannel engagement in the Salesforce ecosystem

eGain, the leading provider of omnichannel customer engagement solutions launched eGain for Sales Force, Fall 2019 Edition. Powered by AI and knowledge and embedded in the Salesforce agent console, the solution delivers easy omnichannel customer engagement for service and sales. Continue reading eGain launches AI-guided knowledge solution for omnichannel engagement in the Salesforce ecosystem

Forrester’s UK Customer Experience Index 2019 Reveals Brands Improving in CX Quality But There Is Stagnation At The Top

Forrester’s 2019 UK Customer Experience Index (CX Index™ ), released at the Forrester CX Forum in London, revealed that overall customer experience has improved in the UK. Four out of the five industry frontrunners are the same as last year, although none saw a significant increase in score. An analysis of the UK results also indicated that the real driver of brand loyalty is not effectiveness or ease, but emotion. Continue reading Forrester’s UK Customer Experience Index 2019 Reveals Brands Improving in CX Quality But There Is Stagnation At The Top

The Value of Values: AI’s Potential to Usher in a More Civilised Web

A new international study commissioned by WP Engine and conducted by researchers at The University of London and Vanson Bourne explored the present and near future of AI-driven human digital experiences on the web, and the often tenuous but also potentially rewarding relationship between consumers, brands and AI. Continue reading The Value of Values: AI’s Potential to Usher in a More Civilised Web

Verizon’s 2019 Payment Security Report shows drop in PCI DSS compliance

Eckoh, the global provider of Secure Payment products and Customer Contact solutions, comments on the recently released Version Payment Security Report 2019, which highlights the disappointing drop in compliance to the Payment Card Industry Data Security Standard (PCI DSS) for the second year in a row. Compliance now stands at just 36.7% worldwide. Continue reading Verizon’s 2019 Payment Security Report shows drop in PCI DSS compliance