With just 36.7% of organisations actively maintaining PCI DSS programmes in 2018, PCI Pal®, the secure payments provider to contact centres, is urging security and compliance bosses to embrace modern cloud strategies, combined with rigorous updates and testing to make year-round PCI compliance an easier task to bear. Continue reading PCI Pal urges businesses to remove ‘tick box’ mentality to ensure year-round PCI DSS compliance →

Acquire, the first enterprise platform to truly modernize and automate customer communication, has raised $5.4 million in seed funding. The latest round was led by S28 Capital with participation from Fathom Capital and NHN Ventures. Continue reading Acquire Raises $5.4 Million Seed to Transform the Rules of Customer Engagement →

Customer engagement company Airship introduced Airship Journeys, a new visual interface that makes customer engagement simpler and dramatically more effective for the marketer. Continue reading Airship Unveils Airship Journeys, Offering Brands Revolutionary Simplicity to Create, Manage and Optimize Cross-Channel Customer Experiences for the Mobile Era →

Amazon Web Services, Inc. (AWS), an Amazon.com company, the global leader in infrastructure cloud computing, and Salesforce (NYSE: CRM), the global leader in Customer Relationship Management (CRM) announced an expansion of their global strategic partnership. Continue reading Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership →

Salesforce is bringing the power of voice to every customer experience spanning the Salesforce Customer 360 Platform and enabling millions of CRM users to talk to Salesforce. With Einstein Voice Assistant guiding every action, insight and prediction, Salesforce users will be more productive—from anywhere. Continue reading “Hey Einstein”— Salesforce Brings Voice to Every Customer Experience →

Helpshift, a platform revolutionizing customer service technology, announced its integration with Amazon Connect. Helpshift + Amazon Connect brings together the traditionally siloed channels of phone support and digital self-service with messaging, artificial intelligence (AI), and bots to provide a frictionless, cross-channel experience to customers. Continue reading Helpshift Announces Integration with Amazon Connect to Take Omnichannel Engagement to the Next Level →

Vonage, a global business cloud communications leader announced a strategic alliance with Grant Thornton UK LLP to help accelerate the digital transformation of UK financial services organizations, as they seek to outcompete on customer experience. Continue reading Vonage announces strategic alliance with Grant Thornton to accelerate the digital transformation of financial services organizations →

Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact centre agents and customer engagement resources exponentially more challenging. Continue reading Verint Reimagines Cloud Workforce Management to Deliver World-Class Solution That Meets the Evolving Needs of Customers and Employees →

Moveworks announced it has raised a $75 million Series B financing round, bringing the company’s total amount raised to $105 million. New investors ICONIQ Capital, Kleiner Perkins and Sapphire Ventures led the round with participation from existing investors Lightspeed Venture Partners, Bain Capital Ventures, and Comerica Bank. Continue reading Moveworks Announces $75M Round Led By Kleiner Perkins, ICONIQ Capital and Sapphire Ventures →