Avaya and Post-Quantum, an identity and cyber security specialist announced the two companies will collaborate on Identity-as-a-Service (IDaaS) aimed at transforming and improving data security in contact centres. IDaaS will initially be offered as the identity and authentication service for Avaya Mobile Experience. Continue reading Avaya and Post-Quantum to Team on Identity-as-a-Service →

At the Enterprise Connect conference opening, Genesys® will debut a unified AppFoundry marketplace that incorporates integrations for the entire Genesys portfolio, including the PureEngage, PureConnect and PureCloud platforms. The Genesys AppFoundry now makes it simple for businesses to quickly receive value from the industry’s highest calibre of cloud and on-premises customer experience solutions available in one comprehensive marketplace. Continue reading Genesys Unveils New Customer Experience Marketplace to Drive Unparalleled Business Performance →

Avaya announced a unique service that will enable contact centres to accelerate digital transformation, reduce toll-free carrier costs, increase the accuracy of contextual information, and enhance the customer experience for the ever-growing number of mobile callers. Continue reading Avaya Unveils New Mobile Cloud Service for Contact Centres →

Vonage introduced skills-based communications routing and real-time sentiment analysis – intelligent communications technologies that enable businesses to create their own routing plans and analytical view of agent and customer interactions for the contact centre via building blocks. Continue reading Vonage Debuts Skills-Based Routing and Real-time Sentiment Analysis Technology to Enable Advanced Contact Centre Capabilities →

In response to rising demand from an enterprise-class customer base, Talkdesk announced the Enterprise Contact Center Platform, a cloud-native solution for contact centres with over 500 seats. Continue reading Talkdesk Launches the Enterprise Contact Center Platform →

Twilio, the leading cloud communications platform company, was estimated as the 2nd largest cloud-based contact centre infrastructure vendor based on number of customers, and the 3rd largest based on seats in DMG’s 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. This report features 12 leading and contending cloud-based contact centre infrastructure vendors. Continue reading Analyst Firm Estimates Twilio as a Leading Cloud Contact Centre Provider →