Category Archives: Uncategorized

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

Aspect Announces General Availability of Aspect WFO Version 20

15th July 2020: Aspect announced the general availability of Version 20 of its market-leading solution suite, Aspect® Workforce Optimization™ (WFO), including a fully redesigned and simplified workforce mobile user interface, convenient public cloud integrations, faster insights into agent performance and important usability enhancements. Continue reading Aspect Announces General Availability of Aspect WFO Version 20

Domino’s Pizza Chooses Vonage to Power Unified Communications and Programmable Voice Capabilities

15th July 2020: Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been chosen by Domino’s Pizza to drive communications for its network of franchisees and enable next generation customer experiences. Continue reading Domino’s Pizza Chooses Vonage to Power Unified Communications and Programmable Voice Capabilities

PM Pediatrics selects RingCentral’s Modern Cloud Communications Solution

15th July 2020: RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, announced that PM Pediatrics, the nation’s largest provider of specialized pediatric urgent care, is using RingCentral’s cloud communications solution to help meet the rapid acceleration of patient and staff communications needs amidst the COVID-19 pandemic. Continue reading PM Pediatrics selects RingCentral’s Modern Cloud Communications Solution

Deloitte Netherlands Selects Teneo to Build Conversational AI Solution

Artificial Solutions®, the leading specialist in enterprise-strength Conversational AI, announced that Deloitte Netherlands has chosen the award-winning, conversational AI platform, Teneo®, to build a virtual assistant to support the HR function. Continue reading Deloitte Netherlands Selects Teneo to Build Conversational AI Solution