Sykes, a leading provider of customer engagement services and multichannel demand generation, will collaborate with global health service company Cigna to support delivery of service experience for customers, augmented with intelligent agent assistance, robotic process automation (RPA) and intelligent automation (IA) services. These capabilities will help Cigna continue to deliver personalized and customized healthcare solutions to help people live healthier, more productive lives. Continue reading SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform →

Qualtrics announced that Qualtrics CustomerXM™ grew at more than 75 percent year-over-year with more than 450 of the world’s largest companies now using Qualtrics to power their customer experience (CX) programs. Continue reading Qualtrics CustomerXM Sees Record Growth →

Pegasystems launched new digital messaging capabilities within Pega Customer Service™ so clients can seamlessly connect with customers regardless of which messaging app they choose. Pega Customer Service users can now easily integrate virtually any chat or messaging channel such as Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, or Google RCS – and others yet to be created – to help future-proof their customer communication and ensure seamless customer service regardless of channel. Continue reading Pega Introduces New Messaging Capabilities to Help Brands Rapidly Adapt to Changing Customer Service Landscape →

Zendesk announced it acquired Smooch Technologies Holdings ULC, the Montreal-based company behind Smooch, a platform connecting businesses with customers to power more personalized and human conversations. Continue reading Zendesk acquires Smooch →

TransPerfect, the world’s largest provider of language and technology solutions for global business announced the opening of a new office in Edinburgh, Scotland. Continue reading TransPerfect Announces New Location In Edinburgh →

8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide announced an expansion of services for contact centre customers which provide hands-on administration and management to ensure 8×8 customers get the most value from their contact centre investment. Continue reading 8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences →