ActiveOps PLC., the management process automation company, announces the release of new and improved capabilities to its leading enterprise workforce management software for service operations, ControliQ. Continue reading ActiveOps announces new enhancements in ControliQ workforce management software →

Genesys®, a global cloud leader in customer experience orchestration has received worldwide recognition for its growth and innovation by Frost & Sullivan in its regional cloud contact centre reports.[1] Continue reading Genesys Ranked Leader by Frost & Sullivan in Annual Frost Radar Reports →

ChatLingual, the global, multilingual contact centre platform provider, announced new UK Headquarters as it expands its innovative solution to enable agents to communicate in 100 languages in real time. The announcement follows news that ChatLingual recently closed a Series A funding led by Lewis & Clark Venture Capital. Continue reading ChatLingual Accelerates Global Expansion with UK Headquarters →

Replicant, the leader in Contact Center Automation, announces expanded support across messaging and digital channels. Now consumers can resolve their customer support issues over the phone, through chat, or SMS, and seamlessly switch between these channels if necessary. Continue reading Replicant Launches Single Conversation Engine To Automate Customer Service Interactions Across Every Channel →

ConsenSys, a market-leading blockchain technology company, and LivePerson, a global leader in conversational AI, announced plans to create the world’s first decentralized customer care platform: VillageDAO. VillageDAO will focus on empowering Web3 brands to self-service issue resolution by enhancing community engagement. Community members will be incentivized to contribute to the platform and its partner brands. Continue reading ConsenSys and LivePerson Team Up To Create VillageDAO, The World’s First Decentralized Customer Care Platform →

SupportLogic, the world’s first support experience platform, announced the availability of its full SupportLogic SX™ platform and applications. This announcement comes as more and more companies identified that a proactive support experience is a critical element of a successful customer experience (CX) strategy. Continue reading SupportLogic Launches SX™ Platform and Applications to Transform Customer Support →

KKR, a leading global investment firm, and Alchemer, a global leader in Customer Experience (CX) and voice-of-the-customer (VoC) technology, announced that KKR has made a significant majority investment in the Company. Continue reading KKR Invests in Alchemer →

Leading cloud customer engagement solutions provider, Content Guru, has announced new functionality for its cutting-edge Workforce Management solution, storm® WFMTM, to help organizations improve their contact centre agent adherence levels. Continue reading Content Guru Adds New Workforce Management Functionality to Optimize Agent Adherence →

Syniverse ®, the “world’s most connected company®” and a communications technology provider to leading carriers and enterprises, and Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced that the companies have closed on their previously announced strategic partnership. Continue reading Syniverse and Twilio Close on Strategic Partnership to Unlock the Power of Communications Technology →

Conversational virtual assistants (VA) are becoming a standard means for how people now interact with technology, delivering much simpler, easier ways to access information and services. In a recent survey, 71 percent of full-time employees said they were willing to use a conversational VA to accomplish human resource (HR) tasks. Continue reading isolved Debuts Conversational Virtual Assistant for HR Answers and Assistance Wherever and Whenever Employees Need Them →

MiaRec, a global provider of award-winning workforce and customer engagement solutions, announced the release of its Customer Sentiment Analysis to its interaction recording and customer engagement platform. Continue reading MiaRec Announces Release of Customer Sentiment Analysis →

Coveo, a leader in AI-powered relevance platforms that transform search, recommendations, and personalization within digital experiences, announced a range of new capabilities designed to help customer service employees effortlessly deliver personalized customer experiences. Continue reading New Customer Service Features Enable Support Agents to Deliver Smart, Relevant, and Personalized Experiences with Ease →