Technology

Medallia and Facebook Define Next Generation of Collaborative Customer Experience Management

Medallia and Facebook announced a strategic partnership to connect Medallia Experience Cloud, the #1 customer experience management platform, with Workplace by Facebook, Facebook’s leading enterprise collaboration platform, to enable companies of all types and sizes to share, collaborate, and act on customer feedback. Continue reading Medallia and Facebook Define Next Generation of Collaborative Customer Experience Management →

Market Research, Technology

Aeriandi study reveals contact centres woefully unprepared for General Data Protection Regulation (GDPR)

A new study by voice security services company, Aeriandi, reveals that many UK contact centres still have significant preparation to complete ahead of 25th May, the ‘go-live’ date for the EU’s General Data Protection Regulation (GDPR). Continue reading Aeriandi study reveals contact centres woefully unprepared for General Data Protection Regulation (GDPR) →

Appointments, Outsourcing

Arise Virtual Solutions Announces Appointment of Scott Etheridge As Chief Executive Officer

Arise Virtual Solutions has appointed Scott Etheridge as Chief Executive Officer. Scott has been with Arise for over eight years, during which time he held the role of Chief Financial Officer, and most recently Chief Operating Officer. As COO, he was responsible for leading and managing the Global Financial, Crowdsourcing, and Technology Operations of the organization. Continue reading Arise Virtual Solutions Announces Appointment of Scott Etheridge As Chief Executive Officer →

Acquisitions & Mergers, Outsourcing

Eniro Finland to buy Elisa’s customer service and corporate switchboard outsourcing businesses

Oy Eniro Finland Ab has acquired Elisa Oyj’s corporate clients’ outsourced customer service and corporate switchboard businesses. The deal strengthens Eniro’s position as the leading developer and provider of customer contact services in Finland. Continuity of the customer service staff means that client services will be unaffected by this deal. Continue reading Eniro Finland to buy Elisa’s customer service and corporate switchboard outsourcing businesses →

Artificial Intelligence

SmartAction Introduces Omni-bot™, the First Omnichannel Customer Self-Service Platform Powered by Artificial Intelligence

SmartAction announced the release of their newest solution offering, Omni-bot™ for the contact centre. With the release, SmartAction demonstrates AI expertise in both voice and digital customer service channels. Continue reading SmartAction Introduces Omni-bot™, the First Omnichannel Customer Self-Service Platform Powered by Artificial Intelligence →