Squaretalk, a major cloud centre software provider, announced its partnership with Playvox, the leading omnichannel contact centre provider of Workforce Engagement Management solutions. Continue reading Playvox and Squaretalk Partner to Optimize Customer Experience
All posts by Sam Heggie-Collins
Arnaud Budkiewicz Joins Dialpad as Vice President of Engineering to Shape Future of Hybrid Work
Dialpad, the industry leader in AI-powered communication and collaboration, announced the hiring of Arnaud Budkiewicz as Vice President of Engineering. He brings extensive leadership experience in engineering and information technology, and a decades-long background in enterprise communications product development for global organizations. Continue reading Arnaud Budkiewicz Joins Dialpad as Vice President of Engineering to Shape Future of Hybrid Work
Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud
The majority of call centres are seeing year-over-year increases in fraud activity, according to the 2022 Omnichannel Authentication Survey from Neustar, a TransUnion company. Continue reading Survey Finds Call Centre Threat Activity Rising; Legacy Authentication Methods Frustrate Customers and Fail to Prevent Fraud
CallTrackingMetrics Expands HupSpot Integration with Lead Automation and Conversion Data Capabilities
CallTrackingMetrics, a global conversation analytics company, announced major enhancements to its HubSpot integration that allows performance marketers to connect online and offline conversion data to better understand their customer’s journey. Continue reading CallTrackingMetrics Expands HupSpot Integration with Lead Automation and Conversion Data Capabilities
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience
Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022: Empowering the Contact Centre as Brand Guardian, uncovered a surprising gap between the role contact centre agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Continue reading New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience
Majorel and Sitel Group® discontinue discussions on potential merger
Majorel, a leading global provider of next generation end-to-end CX solutions for digital-native and vertical leading brands, announces that it has, together with its major shareholders Bertelsmann Luxembourg S.à r.l. (“Bertelsmann”), Saham Customer Relationship Investment S.à r.l. Limited and Saham Outsourcing Luxembourg S.à r.l. (together “Saham”), discontinued discussions with Sitel and Sitel’s majority shareholder, the Mulliez family, regarding a potential merger between Majorel and Sitel. Continue reading Majorel and Sitel Group® discontinue discussions on potential merger
Sitel Group® and Majorel Discontinue Proposed Merger Discussions
Sitel Group®, one of the largest and globally diversified leaders delivering innovative customer experience (CX) for many of the world’s best-loved brands, announced that it has discontinued discussions with Majorel Group Luxembourg S.A. (“Majorel”) regarding a proposed merger. Continue reading Sitel Group® and Majorel Discontinue Proposed Merger Discussions
Playvox Announces AutoQA to Transform Quality Assurance with the Power of AI
Playvox, the leading provider of workforce engagement management (WEM) solutions for the digital-first and CRM-centric contact centre, announced AutoQA. The new AI-based SaaS product, which improves the efficiency of Quality Assurance (QA) efforts, is the result of Playvox’s acquisition of Prodsight and its integration into the award-winning Playvox Quality Management platform. Continue reading Playvox Announces AutoQA to Transform Quality Assurance with the Power of AI
Tech Mahindra and Quantre Solutions partner to provide next-generation customer communication services in US and UK
Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering services and solutions, announced a strategic partnership with Quantre Solutions, a customer communications management consulting service provider headquartered in the US. Continue reading Tech Mahindra and Quantre Solutions partner to provide next-generation customer communication services in US and UK
Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange
Medallia, the global leader in customer and employee experience, announced its frontline engagement and quality management app is now available on the Salesforce AppExchange. This integration makes it seamless for brands to receive agent-level customer feedback in Salesforce to power service recovery, agent coaching, and quick resolution of customer issues. Continue reading Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange
Pega Introduces Pega Customer Data Connectors for Deeper, AI-Powered Data Analysis and Better Customer Outcomes
Pegasystems, the low-code platform provider that builds agility into the world’s leading organizations, announced Pega Customer Data Connectors that enable clients to easily connect their existing customer data platforms (CDPs) and other signal providers to Pega Customer Decision Hub™. Continue reading Pega Introduces Pega Customer Data Connectors for Deeper, AI-Powered Data Analysis and Better Customer Outcomes
Currys Collaborates With Mindtree To Deliver A Connected Omnichannel Customer Experience
Mindtree, a global technology services and digital transformation company, announced that it has enabled the UK’s leading retailer of technology products and services, Currys, to deliver a connected and highly personalised omnichannel shopping experience to its customers across multiple markets. Continue reading Currys Collaborates With Mindtree To Deliver A Connected Omnichannel Customer Experience
ForgeRock Advances Identity Orchestration with Industry-First Capabilities for Delivering Superior Digital Identity Journeys
ForgeRock, a global identity leader, announced the availability of its next generation identity orchestration capabilities to enable enterprises to more easily deliver world-class customer and employee experiences secured by AI-driven threat protection. Continue reading ForgeRock Advances Identity Orchestration with Industry-First Capabilities for Delivering Superior Digital Identity Journeys
CallMiner Appoints Jonathan Ranger as Chief Customer Officer
CallMiner, the leading provider of conversation intelligence to drive business improvement, announced that Jonathan Ranger has joined the company as Chief Customer Officer (CCO). Continue reading CallMiner Appoints Jonathan Ranger as Chief Customer Officer
TechSee Partners With Digital Transformation Leader NeuraFlash to Provide Visual Engagement & AI-Powered Automation
TechSee, the market leader in Computer Vision solutions for customer service, announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing top-tier consulting & ISV service business. Continue reading TechSee Partners With Digital Transformation Leader NeuraFlash to Provide Visual Engagement & AI-Powered Automation