Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand’s customer service department, and 47% said it was because they had to share personal information with a customer service agent. Continue reading Sitel Group & CallMiner’s Fraud Prevention Report Reveals US Consumers Believe Customer Support Calls Put Them At Risk for Fraud →

Frost & Sullivan has recognized Vonage, a leading provider of global business cloud communications, as a leader in innovation in the 2019 Frost & Sullivan Radar for the Communications Platform as a Service (CPaaS) industry. Continue reading Frost & Sullivan Ranks Vonage as a Leader in Growth and Innovation in the 2019 CPaaS Radar →

eGain, the leading provider of cloud-based customer engagement solutions announced that a leading Florida health insurance carrier selected eGain AI knowledge for customer service. Continue reading US health insurer selects eGain for AI-powered member service →

Forrester released its list of customer experience (CX) leaders among U.K. brands, according to its U.K. 2019 Customer Experience Index (CX Index™) rankings. Continue reading Forrester Announces Top UK Brands That Deliver High Quality Customer Experience →

Sykes, a leading provider of customer engagement services and multichannel demand generation, will collaborate with global health service company Cigna to support delivery of service experience for customers, augmented with intelligent agent assistance, robotic process automation (RPA) and intelligent automation (IA) services. These capabilities will help Cigna continue to deliver personalized and customized healthcare solutions to help people live healthier, more productive lives. Continue reading SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform →

Qualtrics announced that Qualtrics CustomerXM™ grew at more than 75 percent year-over-year with more than 450 of the world’s largest companies now using Qualtrics to power their customer experience (CX) programs. Continue reading Qualtrics CustomerXM Sees Record Growth →

Pegasystems launched new digital messaging capabilities within Pega Customer Service™ so clients can seamlessly connect with customers regardless of which messaging app they choose. Pega Customer Service users can now easily integrate virtually any chat or messaging channel such as Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, or Google RCS – and others yet to be created – to help future-proof their customer communication and ensure seamless customer service regardless of channel. Continue reading Pega Introduces New Messaging Capabilities to Help Brands Rapidly Adapt to Changing Customer Service Landscape →

Zendesk announced it acquired Smooch Technologies Holdings ULC, the Montreal-based company behind Smooch, a platform connecting businesses with customers to power more personalized and human conversations. Continue reading Zendesk acquires Smooch →

TransPerfect, the world’s largest provider of language and technology solutions for global business announced the opening of a new office in Edinburgh, Scotland. Continue reading TransPerfect Announces New Location In Edinburgh →

8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide announced an expansion of services for contact centre customers which provide hands-on administration and management to ensure 8×8 customers get the most value from their contact centre investment. Continue reading 8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences →