NICE inContact, a NICE business announced the findings of its second annual, comprehensive global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. Continue reading Contact Center Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences →

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced it has been named a Visionary in the Gartner Magic Quadrant for Multichannel Marketing Hubs (1) report. This is the second consecutive year Pega has been recognized as a Visionary in this report. Continue reading Pegasystems Named a Visionary in Gartner’s Magic Quadrant for Multichannel Marketing Hubs for Second Consecutive Year →

Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to facilitate the agent experience and provide a far greater choice of social media communications options for customers. Continue reading Puzzel ramps up social media capabilities with direct links to WhatsApp and Trustpilot.com →

VOSS Solutions announced the general availability of VOSS-4-UC v19.1.1; the latest major release of the VOSS UC management tool that specializes in automation extension and dynamic communications workflow automation. Continue reading VOSS-4-UC Version 19.1.1 Becomes Generally Available →

Clarabridge Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. Continue reading Clarabridge Unveils New Customer Experience Innovations to Drive Digital Engagement →