All posts by Sam Heggie-Collins

NICE Receives Highest Scores Across All Four Use Cases in 2021 Gartner Critical Capabilities for Workforce Engagement Management

IFS acquires Customerville

IFS, the global cloud enterprise applications company, announces that it has acquired Customerville. Design-Driven Feedback™ technology provider, Customerville, is an award-winning feedback platform that elevates feedback and listening across the entire customer journey, blending technology, design, and behavioral science to emulate how people naturally share and respond to feedback. Continue reading IFS acquires Customerville

Enghouse Vidyo bets on Veridas’ facial biometrics to eliminate fraud in video conferences

Enghouse Interactive, a leading global provider of contact centre and video collaboration software, and Veridas, a world leader in biometric solutions for digital identity verification development, have unveiled their joint video conferencing solution with facial biometrics. Continue reading Enghouse Vidyo bets on Veridas’ facial biometrics to eliminate fraud in video conferences

Zoom to Acquire Five9

Zoom Video Communications, Inc. announced it has entered into a definitive agreement to acquire Five9, Inc., a leading provider of the intelligent cloud contact centre, in an all-stock transaction valued at approximately $14.7 billion. Combining Five9’s Contact Center as a Service (“CCaaS”) solution with Zoom’s broad communications platform will transform how businesses connect with their customers, building the customer engagement platform of the future. Continue reading Zoom to Acquire Five9

New Uniphore AI-Driven Capabilities Provide Enhanced Customer Experiences

Uniphore, an early leader in Conversational Service Automation (CSA), announced innovative new Artificial Intelligence (AI) enhancements to its portfolio of products. With these additions, the company continues to lead in providing new and exciting options for organizations to deliver transformational experiences throughout the entire engagement cycle – before, during and after contact is made. Continue reading New Uniphore AI-Driven Capabilities Provide Enhanced Customer Experiences

Startek Announces Collaboration with Automation Anywhere to Strengthen its RPA Capabilities

Startek, a global provider of customer experience management solutions, announced a strategic collaboration with Automation Anywhere™, a global leader in cloud robotic process automation (RPA). By joining forces, Startek, along with Automation Anywhere, will implement AI-powered RPA capabilities across its customer experience (CX) value chain by efficiently catering to the growing demand from its partners. Continue reading Startek Announces Collaboration with Automation Anywhere to Strengthen its RPA Capabilities

Semafone Launches SecureWeb+ to Simplify and Secure Payments on Third-Party Websites

Semafone®, the leading provider of data security and compliance solutions for call and contact centres, announced the launch of Semafone SecureWeb+™ which enables outsourced contact centres, in-house customer support, and merchants to make payments on behalf of others via third-party websites. Continue reading Semafone Launches SecureWeb+ to Simplify and Secure Payments on Third-Party Websites

Amplifying the employee experience at a time of hybrid work

Hybrid working is set to stay with us in the foreseeable future. But with no one-size-fits-all approach how can companies ensure their current work policy reflects the needs and wishes of their workforce? Sam Dennison, Employee Experience Lead UKI-MEA at Medallia explains how companies can navigate and design for the hybrid employee experience… Continue reading Amplifying the employee experience at a time of hybrid work