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 →