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 →