Jacada, Inc., a pioneer of intelligent customer service automation, has announced its newest strategic partner, Symphony, a SYKES company, a global consulting and managed services firm that specializes in designing and deploying IA solutions that help clients rapidly realize the full potential of digitized operations. Continue reading Symphony, a SYKES company Joins Forces With Jacada as Newest Global Consulting Partner
Category Archives: Uncategorized
NICE Satmetrix Benchmark Finds 57% of Contact Centre Employees Working From Home Due to COVID-19 Are Now More Likely to Recommend Employer
NICE announced that the NICE Satmetrix Agent Experience at Home Benchmark found that 57% of contact centre employees working from home due to COVID-19 are now more likely to recommend their employers to friends, family, or peers than they were before the transition to working remotely. Continue reading NICE Satmetrix Benchmark Finds 57% of Contact Centre Employees Working From Home Due to COVID-19 Are Now More Likely to Recommend Employer
New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration
Genesys® has expanded its Microsoft partnership with a new, native integration. Microsoft Teams and Genesys Cloud™, the all-in-one solution and one of the world’s leading public cloud contact centre platforms, are now fully integrated, giving employees a more connected, intuitive and productive experience. Continue reading New Genesys Cloud Integration with Microsoft Teams Drives Productivity and Collaboration
Astute Adds New Voice of Customer Capabilities to CX Solutions with Acquisition of iperceptions
Astute, a leader in customer engagement software, announced its acquisition of iperceptions, a company that specialises in collecting and analysing Voice of Customer (VoC) data to help elevate the customer experience. Continue reading Astute Adds New Voice of Customer Capabilities to CX Solutions with Acquisition of iperceptions
IPsoft’s Amelia Now Available on Genesys AppFoundry
IPsoft, the largest independent leader in Enterprise AI, announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, the global leader in cloud customer experience and contact centre solutions. Continue reading IPsoft’s Amelia Now Available on Genesys AppFoundry
Aspect Announces General Availability of Aspect WFO Version 20
15th July 2020: Aspect announced the general availability of Version 20 of its market-leading solution suite, Aspect® Workforce Optimization™ (WFO), including a fully redesigned and simplified workforce mobile user interface, convenient public cloud integrations, faster insights into agent performance and important usability enhancements. Continue reading Aspect Announces General Availability of Aspect WFO Version 20