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 →

Infosys, a global leader in next-generation digital services and consulting, announced that it has completed the acquisition of Blue Acorn iCi, an Adobe Platinum partner in the US, and a leader in digital customer experience, commerce and analytics. Continue reading Infosys Completes Acquisition of Blue Acorn iCi →

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 →

net2phone, a global provider of unified cloud communications solutions to businesses, announced a partnership with Five9, a leading provider of the intelligent cloud contact centre. Continue reading net2phone Partners with Five9 →

Okta, the leading independent provider of identity for the enterprise, and Salesforce, the global leader in CRM, announced a partnership and new integration between the Okta Identity Cloud and Salesforce Work.com designed to help organizations and communities build trust with their employees and customers. Continue reading Okta and Salesforce Partner to Build Trust with Work.com →

Business Systems, a leader in voice recording and enterprise workforce optimisation solutions, has been named as a supplier on Crown Commercial Service’s (CCS) SPARK DPS, a Technology Innovation Marketplace that can help government and public sectors access new and emerging technology products. Continue reading Business Systems Awarded Supplier Place on SPARK DPS →

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 →