All posts by Sam Heggie-Collins

Conviva Works With ServiceNow to Provide Next Generation Customer Service for Streaming Customers

Conviva, the intelligence cloud for streaming media, announced that its streaming insights data will be integrated with ServiceNow telecom and media industry solutions. This new integration will enable streaming providers to offer more reliable streaming services and personalized customer care experiences to drive user acquisition, reduce operational costs and increase customer lifetime value. Continue reading Conviva Works With ServiceNow to Provide Next Generation Customer Service for Streaming Customers

Cyara Call Explorer Bridges the Gap between Manual and Automated Customer Experience Testing for Voice Calls

Cyara, provider of the award-winning Automated CX Assurance Platform, announced Call Explorer, a new feature on the Cyara Platform that provides enterprises with an easy-to-use, web-based user interface (UI) to manually dial and test interactive voice response (IVR) calls. Continue reading Cyara Call Explorer Bridges the Gap between Manual and Automated Customer Experience Testing for Voice Calls

ibex Adds Zendesk Integration to Its Wave X Technology Platform

ibex, a leading global provider of CX technology & outsourcing solutions, announced an integration with Zendesk, the leading customer service software company. A critical element of the continued success of the Wave X technology platform is its integration with best-in-class CX solutions, and this collaboration with Zendesk further cements ibex as the leader in BPO 2.0. Continue reading ibex Adds Zendesk Integration to Its Wave X Technology Platform

Sonae MC to Modernize Customer Service Operations With Talkdesk

Talkdesk®, Inc., the cloud contact centre for innovative enterprises, announced Sonae MC has started streamlining its customer service operations with Talkdesk CX Cloud™. Sonae MC is the market leader in food retail in Portugal and a subsidiary of Sonae, a multinational corporation managing a wide portfolio of companies. Continue reading Sonae MC to Modernize Customer Service Operations With Talkdesk

SingPost Selects Qualtrics to Understand and Respond to Rapidly Changing Customer Behaviours

Qualtrics, the world’s No. 1 Experience Management (XM) Platform and creator of the XM category, announced that Singapore Post Limited (SingPost), Singapore’s national postal service provider and pioneer of international eCommerce logistics, has chosen Qualtrics CustomerXM™ to identify and implement the actions the organisation can take to improve customer experience in a post-COVID-19 world. Continue reading SingPost Selects Qualtrics to Understand and Respond to Rapidly Changing Customer Behaviours

Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Centre

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced the release of new Visual Engagement, AI and omnichannel features for its award-winning Vonage Contact Center (VCC) solution. Continue reading Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Centre

New survey paints positive picture of Employee Engagement during lockdown

Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home. However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. Continue reading New survey paints positive picture of Employee Engagement during lockdown

The Biggest Challenge for Companies: Lack of Customer Knowledge

Mapp, the international provider of insight-led customer engagement, released the results of a study on current customer experience strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently. Continue reading The Biggest Challenge for Companies: Lack of Customer Knowledge

Oracle Helps Organizations Enhance the Employee Experience with Oracle Journeys

Oracle announced a new platform to deliver a more intuitive, personalized, and streamlined employee experience within Oracle Fusion Cloud Human Capital Management (HCM). Oracle Journeys helps organizations create a one-stop shop for employees as they navigate all aspects of work and complete complex tasks. Continue reading Oracle Helps Organizations Enhance the Employee Experience with Oracle Journeys

Dizzion Announces New Managed Desktop Offering on IBM Cloud to Help Enterprises Manage Their Remote Workforce

Dizzion, an industry leader in Managed Desktop as a Service (DaaS), announced a new managed desktop offering on IBM Cloud designed to assist enterprises in managing their workforce by making it easier for employees to work remotely in a secured and collaborative environment. Continue reading Dizzion Announces New Managed Desktop Offering on IBM Cloud to Help Enterprises Manage Their Remote Workforce

Ventrica appoints Katherine Brown as Marketing & Communications Director

Ventrica the fast-growth multilingual customer management outsourcer for blue-chip brands is pleased to announce the appointment of Katherine Brown who joins the company to support its growth trajectory and capability expansion, with both nearshore and offshore additions planned in 2021 Continue reading Ventrica appoints Katherine Brown as Marketing & Communications Director