Sykes, a leading provider of customer engagement services and multichannel demand generation, will collaborate with global health service company Cigna to support delivery of service experience for customers, augmented with intelligent agent assistance, robotic process automation (RPA) and intelligent automation (IA) services. These capabilities will help Cigna continue to deliver personalized and customized healthcare solutions to help people live healthier, more productive lives. Continue reading SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform →

Qualtrics announced that Qualtrics CustomerXM™ grew at more than 75 percent year-over-year with more than 450 of the world’s largest companies now using Qualtrics to power their customer experience (CX) programs. Continue reading Qualtrics CustomerXM Sees Record Growth →

Pegasystems launched new digital messaging capabilities within Pega Customer Service™ so clients can seamlessly connect with customers regardless of which messaging app they choose. Pega Customer Service users can now easily integrate virtually any chat or messaging channel such as Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, or Google RCS – and others yet to be created – to help future-proof their customer communication and ensure seamless customer service regardless of channel. Continue reading Pega Introduces New Messaging Capabilities to Help Brands Rapidly Adapt to Changing Customer Service Landscape →

Zendesk announced it acquired Smooch Technologies Holdings ULC, the Montreal-based company behind Smooch, a platform connecting businesses with customers to power more personalized and human conversations. Continue reading Zendesk acquires Smooch →

TransPerfect, the world’s largest provider of language and technology solutions for global business announced the opening of a new office in Edinburgh, Scotland. Continue reading TransPerfect Announces New Location In Edinburgh →

8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide announced an expansion of services for contact centre customers which provide hands-on administration and management to ensure 8×8 customers get the most value from their contact centre investment. Continue reading 8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences →

By Julien Rio, Head of Marketing at Dimelo a RingCentral Company Continue reading 10 Tips for using Messaging Apps in Customer Care →

Windstream Enterprise Resale, a leading provider of advanced cloud and network solutions, today announced major Contact Center Services (CCS) enhancements to its OfficeSuite UC® White Label product. Customers can now leverage Interactive Voice Response (IVR), customer call back and outbound call centre capabilities. Continue reading Windstream Enterprise Resale enhances contact centre services to OfficeSuite UC® White Label →

Quovim C3, a provider of Contact Center and Unified Communications solutions and consulting services, announces its official Gold Partner status with long-time partner Genesys®, the global leader in omnichannel customer experience and contact centre solutions. Gold partner status is the highest echelon within the Genesys Partner Network. Continue reading Quovim C3 Achieves Gold Partner Status from Genesys →

Concentrix, a leading business services company, announced today significant enhancements to its Conversational platform with the release of Intelligent Virtual Assistant (IVA) 12.0. Users can now interact in a conversational manner without being limited to a fixed set of automated system responses. This delivers a faster, easier, and more efficient interaction across multiple channels, such as chat or messaging environments. Continue reading Concentrix Accelerates Deployment of Omnichannel Conversational Virtual Assistant Solutions →