Dubber Corporation Limited has finalised a partnership agreement with BT that will see Dubber embedded as the default recording and conversational intelligence solution in the BT Meetings suite of managed services, spanning solutions based on Microsoft Teams, Zoom and Cisco Webex. Continue reading BT Selects Dubber for Unified Recording and Conversational Intelligence →

Pegasystems, the software company that crushes business complexity, announced Next-Best-Action Customer Journeys, a new AI-powered capability modernizing traditional customer journeys with intelligent decisioning and propensity modelling for optimal customer interactions. This capability transforms conventional marketing by considering the changing nature of human behaviour. Continue reading Pega Introduces New AI-Powered Capability to Usher in the Next Generation of Omnichannel Marketing →

Pindrop, a global technology leader offering security, identity, and intelligence for every voice, announced that VeriCall® Technology, a solution offered by its wholly owned subsidiary Next Caller, is now the first ANI validation and spoof detection platform available on Amazon Marketplace for Amazon Connect, a cloud-based contact centre service platform. Continue reading Pindrop® to Offer Enterprise-Grade VeriCall® Technology to Amazon Connect Customers →

IFS, the global cloud enterprise software company, announced the launch of IFS assyst 11.4. This latest update is set to deliver the ability for companies to adopt and deploy workflow technology more broadly within their business. A single pricing model, as well as a simplified deployment model, will ensure business value is delivered within weeks of adoption. Continue reading IFS promises simplicity, affordability, and speed to value with enterprise-wide workflow management with latest IFS assyst release →

NEC Corporation of America (NEC), a leading provider and integrator of advanced IT, communications, and networking solutions, announces the new integration of two of its UNIVERGE BLUE CLOUD SERVICES – CONNECT and ENGAGE – to provide users a single application for employee collaboration and superior customer communications. Continue reading NEC’s Newly Integrated UNIVERGE BLUE® CONNECT and ENGAGE Elevates Customer Experience, Business Communications & Teamwork →

Khoros, an award-winning leader in digital-first customer engagement software and services, and Opal, a next-generation leader in marketing planning, announced an expanded partnership to enable enterprise companies to work more efficiently and effectively across marketing channels. Continue reading Khoros and Opal Expand Trusted Partnership to Power Seamless Digital Engagement →

Whatslly, the Conversational Sales platform that facilitates powerful one on one customer engagement over instant messaging channels, announced an $11M financing round. The funding will enable the expansion of its services and more businesses to connect over new direct-to-customer channels. Continue reading Whatslly Raises $11M Seed Funding to Transform Customer Relationships Over Popular Instant Messaging Channels →

Quinyx, the leader in AI-powered workforce management (WFM), announced it has raised $50M in funding led by Battery Ventures. Continue reading Quinyx raises $50 million to transform the way businesses manage their hourly workforce →

Based on Frost & Sullivan’s recent analysis of the Latin American Cloud Contact Center Solutions Market, it recognizes Genesys with the 2021 Latin America Cloud Contact Center Company of the Year Award. The cloud service and solution gives businesses access to self-service boards, voice, bots, social media, email, and asynchronous channels such as the preferred WhatsApp in the region to connect with their customers. Continue reading Genesys Applauded by Frost & Sullivan for Providing a Complete Digital Experience with Its Cloud Services and Solutions →

Royal Philips, a global leader in health technology, announced a collaboration with USA-based MedChat to integrate MedChat’s live chat and AI-driven chatbot services into Philips Patient Navigation Manager, helping improve call centre efficiency and speed the time to resolve patient inquiries. Continue reading Philips integrates MedChat’s AI capabilities to optimize automated patient communication and hospital workflows →

Nectar Services Corp., the leader in delivering actionable insights for the cloud collaboration and contact centre markets, announced Nectar for Zoom, a UCaaS  digital experience analytics solution. The solution delivers actionable insights to enterprise IT support and managed services teams to enable effective troubleshooting and user experience analytics, adoption rates and usage trends within the Zoom platform. Continue reading Nectar Expands Modern Collaboration Support Portfolio with Zoom Analytics Tool →

Akixi, a provider of cloud-based call reporting and analytics, announces its integration with Webex Calling, Cisco’s telephony platform. Continue reading Akixi Announces New Integration With Webex Calling →

The massive increase in digital channel adoption has added significant complexity to workforce management forecasting and scheduling. To help organizations address this development, NICE announced that its workforce management solution now includes extensive innovation that helps organizations optimize digital channel management and improve customer and employee experiences. Continue reading NICE Adds Powerful Innovations to Optimize Workforce Management and Improve Experiences for Digital Consumers →