Category Archives: Uncategorized

PCI Pal® supports South Staffordshire Council with telephone payment security for new Garden Waste Collection service

PCI Pal®, the global provider of cloud-based secure payment solutions, is delighted to have supported South Staffordshire District Council in implementing a secure and PCI DSS compliant telephone-based payment solution that enables householders to call and register for a brand new Garden Waste Collection service, paying over the phone in a fully PCI DSS-compliant way. Continue reading PCI Pal® supports South Staffordshire Council with telephone payment security for new Garden Waste Collection service

Gartner Says Customer Service and Support Technology Investments Must be Scrutinized for Their Ability to Deliver on Customer Experience Goals

Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020. Continue reading Gartner Says Customer Service and Support Technology Investments Must be Scrutinized for Their Ability to Deliver on Customer Experience Goals

Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center, Field Service Management, and Sales Force Automation

Salesforce, the global leader in CRM, announced that Salesforce has been positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants in three categories: CRM Customer Engagement Center, Field Service Management, and Sales Force Automation. Continue reading Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center, Field Service Management, and Sales Force Automation

Kin + Carta: Partner for Google’s Business Messages

Kin + Carta, an award-winning global technology and innovation consulting firm, is a partner for Google’s recently expanded Business Messages. With over 1 billion people using Google Maps every month, Google’s announcement signals the company’s continued investment in helping businesses connect with their customers. Continue reading Kin + Carta: Partner for Google’s Business Messages

Red Box Fuels AI-powered Insights Through Integration with Salesforce Einstein Call Coaching on Salesforce AppExchange

Red Box, a leading platform for voice, announces Red Box AI Bridge for Salesforce Einstein on Salesforce AppExchange, the world’s leading enterprise cloud marketplace. Red Box AI Bridge enables organisations not utilising a Salesforce-embedded communication platform to capture high quality call and metadata from their existing telephony or contact centre platform. Continue reading Red Box Fuels AI-powered Insights Through Integration with Salesforce Einstein Call Coaching on Salesforce AppExchange

Symphony, a SYKES company Joins Forces With Jacada as Newest Global Consulting Partner

Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Symphony, a SYKES company, a global consulting and managed services firm that specializes in designing and deploying IA solutions that help clients rapidly realize the full potential of digitized operations. Continue reading Symphony, a SYKES company Joins Forces With Jacada as Newest Global Consulting Partner

NICE Satmetrix Benchmark Finds 57% of Contact Centre Employees Working From Home Due to COVID-19 Are Now More Likely to Recommend Employer

NICE announced that the NICE Satmetrix Agent Experience at Home Benchmark found that 57% of contact centre employees working from home due to COVID-19 are now more likely to recommend their employers to friends, family, or peers than they were before the transition to working remotely. Continue reading NICE Satmetrix Benchmark Finds 57% of Contact Centre Employees Working From Home Due to COVID-19 Are Now More Likely to Recommend Employer

New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration

Genesys® has expanded its Microsoft partnership with a new, native integration. Microsoft Teams and Genesys Cloud™, the all-in-one solution and one of the world’s leading public cloud contact centre platforms, are now fully integrated, giving employees a more connected, intuitive and productive experience. Continue reading New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration

Astute Adds New Voice of Customer Capabilities to CX Solutions with Acquisition of iperceptions

Astute, a leader in customer engagement software, announced its acquisition of iperceptions, a company that specialises in collecting and analysing Voice of Customer (VoC) data to help elevate the customer experience. Continue reading Astute Adds New Voice of Customer Capabilities to CX Solutions with Acquisition of iperceptions