Bright Pattern, a leading provider of cloud-based omnichannel communication software for innovative companies, announces the release of its native Remote Assist technology. Bright Pattern’s new Remote Assist capability was unveiled at Europe’s largest IT service management show, SITS London 2022. Continue reading Bright Pattern Announces Remote Assist to Simplify Issue Resolution and Easily Manage a Remote Workforce →

Sangoma, a trusted leader in delivering cloud-based Communications as a Service solutions for companies of all sizes, announced it has acquired NetFortris. This acquisition further accelerates Sangoma into the upper echelon of SaaS communications providers and extends our industry leading suite of cloud services with new MSP capabilities, thereby delivering even more ‘one stop shopping’ for our customers and providing larger ‘share of wallet’ for Sangoma. Continue reading Sangoma Announces Acquisition of NetFortris →

Vodafone has announced that more than 300 new roles will become available at its purpose-built Stoke-on-Trent centre over the next year. Vodafone will turn the site into its customer centre of sales excellence, offering the very latest in training facilities for its customer service centre and retail teams, as well as creating an academy for future franchise partners. Continue reading Vodafone to create 300 new customer-facing roles in Stoke →

CallRevu, an industry leader in automotive call monitoring and analytics, has partnered with GoTo Connect (GTC) Telephony, a 100% VoIP solution that seamlessly powers the mobile workforce by tracking on handset or via app on smartphones to enable one harmonized experience independent of hardware. Continue reading CallRevu Goes Live with Integration for GoTo Connect’s Cloud Phone Service →

Medallia, the global leader in customer and employee experience, announced it has acquired Fields Healthcare Research, a Centers for Medicare & Medicaid Services (CMS) approved CAHPS® data collection company specializing in patient healthcare experience research. Continue reading Medallia Expands Portfolio to Include Multiple CAHPS Offerings with Acquisition of Fields Healthcare Research →

The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction… Continue reading Automated Assistants: 6 ways to simplify and supercharge your chatbot strategy →

Augmentir, Inc., the world’s only artificial intelligence-based connected worker software provider, announced that it has been selected to join the Webex ecosystem and SolutionsPlus program as Cisco’s connected worker partner. Continue reading Augmentir Selected to Join the Webex Ecosystem as Cisco’s Connected Worker Partner →

Verint®, The Customer Engagement Company™, announced the completion of the previously announced transaction to acquire Conversocial, a leader in conversational customer experience delivered over messaging channels. Continue reading Verint Completes Acquisition of Conversocial →

Moneypenny, the leading global outsourced communications provider has appointed a new Chief Financial Officer, Andrew Collis who was previously CFO at Mobica, a global software services company. Continue reading Moneypenny appoints new Chief Financial Officer Andrew Collis →

Zoom Video Communications, Inc. announced it has entered into a definitive agreement to acquire Five9, Inc., a leading provider of the intelligent cloud contact centre, in an all-stock transaction valued at approximately $14.7 billion. Combining Five9’s Contact Center as a Service (“CCaaS”) solution with Zoom’s broad communications platform will transform how businesses connect with their customers, building the customer engagement platform of the future. Continue reading Zoom to Acquire Five9 →

Davies, the leading specialist professional services and technology business, serving insurance and highly regulated markets, announced the acquisition of SKWeston & Company (“SKW”), the contact centre consultancy & professional services firm, specialising in customer experience, technology implementation, managed services and outsourcing strategies for insurance, financial services and other highly regulated markets. Continue reading Davies expands in North America through the acquisition of SKWeston & Company →

Global communications company Infobip announces the launch of its Infobip Startup Tribe programme. The programme will be led by newly appointed director Nikola Pavesic who joins from one of the world’s largest business media publishers and Financial Times parent company – Nikkei. Continue reading Infobip launches Infobip Startup Tribe, its new global startup programme →

New global study commissioned by Teradata and Celebrus finds that the COVID-19 pandemic highlighted the inadequate data analytics tools for creating superior customer experiences. Continue reading RESEARCH: Data Crisis Impeding Customer Experience (CX) at Leading Global Organizations →

TTEC, one of the largest global digital customer experience (CX) technology and services innovators for end-to-end, digital CX solutions, announced its plans to create 450 customer service jobs in the next six months in the Kansas City region. Continue reading USA: TTEC Announces Plans to Hire 450 Contact Centre Agents in the Kansas City region →

Welltel, Ireland’s fastest-growing end-to-end communications provider, announces that it has acquired the Irish and UK operations of contact centre and unified communications specialist, Capstone Intelligent Solutions. This acquisition will enhance Welltel’s offering and enable it to deliver its integrated communications, telephony, cloud solutions, and managed IT services on a larger scale. Continue reading Capstone Acquired by Welltel →