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 →

As contact centres are relying on digital, remote-first operations, today Verizon Business announced the addition of Genesys Cloud, as part of the company’s global customer experience and contact centre offerings. Continue reading Verizon expands its customer experience and contact centre portfolio with Genesys Cloud →

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, 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 →

2020 has seen a wealth of new challenges arise for businesses but as we head to 2021 Koby Amedume, Director at NICE inContact looks at how optimising digital channels can enhance customer relationships and drive positive customer experiences… Continue reading Why modernisation is key to building relationships with customers in a digital-first world →

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 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 →

Facebook has reached an agreement to acquire Kustomer, a top-rated CRM that enables businesses to effectively manage all customer interactions across channels. Facebook’s goal with Kustomer is simple: to give businesses access to best-in-class tools that deliver excellent service and support. Continue reading Facebook to acquire Kustomer →

IPI, the digital contact centre specialist, announced the launch of IPI Cloud AI, a SaaS-based portfolio of IPI’s own self-service applications teamed with AI capability from the world’s leading vendors. Continue reading IPI launches IPI Cloud AI →