The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction… Continue reading Automated Assistants: 6 ways to simplify and supercharge your chatbot strategy →

Augmentir, Inc., the world’s only artificial intelligence-based connected worker software provider, announced that it has been selected to join the Webex ecosystem and SolutionsPlus program as Cisco’s connected worker partner. Continue reading Augmentir Selected to Join the Webex Ecosystem as Cisco’s Connected Worker Partner →

Verint®, The Customer Engagement Company™, announced the completion of the previously announced transaction to acquire Conversocial, a leader in conversational customer experience delivered over messaging channels. Continue reading Verint Completes Acquisition of Conversocial →

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 →