Category Archives: Uncategorized

New Research Shows Only Half of Organizations Worldwide Say They Are Well Prepared to Support Customer Engagement in the COVID Era and Beyond

On the heels of massive digital disruption and now, a year into the global pandemic, only 50 percent of business leaders say they are well prepared to support customer engagement priorities moving forward, and 82 percent say the challenges of managing customer engagement will only increase in 2021. Continue reading New Research Shows Only Half of Organizations Worldwide Say They Are Well Prepared to Support Customer Engagement in the COVID Era and Beyond

Enghouse Interactive lays down customer service challenge with free 30-day software trial

Enghouse Interactive, a leading developer of contact centre software and services, is offering customers and prospects alike the opportunity to enhance customer experience and boost productivity with a free 30-day free trial of its multichannel contact centre solutions. Continue reading Enghouse Interactive lays down customer service challenge with free 30-day software trial

Cogito Announces The AI Coaching System for the Enterprise

Cogito, the leader in AI Coaching Systems for the enterprise, announced a significant leap forward in its human-aware technology. With meaningful enhancements, including a novel approach to AI called Signal-Based Machine Learning, Cogito’s coaching system understands human behaviour, provides personalized contextual guidance and powerful insights throughout the call centre ecosystem. Continue reading Cogito Announces The AI Coaching System for the Enterprise

NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels

NICE announced the results of a new survey amongst CX leaders. Findings confirm consumers favour the use of digital channels when interacting with service providers. Entitled ‘Customer Service Leadership in a New Reality,’ the new survey showcases the path CX leaders plan to take to drive agility into their contact centres to deliver on customer expectations. Continue reading NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels

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