NICE announced that it has received the highest scores in each of the four use cases among vendors evaluated in the 2021 Gartner Critical Capabilities for Workforce Engagement Management research report. Continue reading NICE Receives Highest Scores Across All Four Use Cases in 2021 Gartner Critical Capabilities for Workforce Engagement Management
All posts by Sam Heggie-Collins
Medallia Appoints Bill Staikos as Senior Vice President of Industry Solutions
Medallia, the global leader in customer and employee experience management, has announced Bill Staikos has joined the company as Senior Vice President of Industry Solutions. Continue reading Medallia Appoints Bill Staikos as Senior Vice President of Industry Solutions
ESFA partners with Arvato to create digital Customer Experience Centre
Arvato CRM Solutions has secured a five-year contract to deliver a digital-first Customer Experience Centre for the Education and Skills Funding Agency (ESFA), an executive agency of the Department for Education. Continue reading ESFA partners with Arvato to create digital Customer Experience Centre
Virgin Media creates 100 customer service jobs in Manchester
Virgin Media has opened applications for 100 full and part-time Customer Service Representative roles in Wythenshawe, Manchester. Continue reading Virgin Media creates 100 customer service jobs in Manchester
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
Moneypenny appoints new Chief Financial Officer Andrew Collis
Moneypenny, the leading global outsourced communications provider has appointed a new Chief Financial Officer, Andrew Collis who was previously CFO at Mobica, a global software services company. Continue reading Moneypenny appoints new Chief Financial Officer Andrew Collis
The City of Greater Bendigo Improves Community Connections with the Alvaria™ Contact Centre Platform
Alvaria, Inc, formerly Noble Systems announces the selection of their Contact Centre platform at the City of Greater Bendigo, Victoria, Australia to provide better and more responsive services to its residents. Continue reading The City of Greater Bendigo Improves Community Connections with the Alvaria™ Contact Centre Platform
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
LeadDesk expands its portfolio with the acquisition of GetJenny
LeadDesk is a European SaaS contact centre software vendor. The company is now expanding its service portfolio with the acquisition of the entire share capital of GetJenny Ltd – a Finnish company specialized in automating customer service with artificial intelligence and machine learning. Continue reading LeadDesk expands its portfolio with the acquisition of GetJenny
ZoomInfo to Acquire Conversation Intelligence Leader Chorus.ai
ZoomInfo, a global leader in modern go-to-market software, data, and intelligence, announced it has agreed to acquire Chorus.ai, a leader in Conversation Intelligence with the industry’s most advanced technology. Continue reading ZoomInfo to Acquire Conversation Intelligence Leader Chorus.ai
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