Technology

Pegasystems Named a Leader in Customer Case Management in 2018 CRM Service Awards

Pegasystems announced it has been named a leader in customer case management in CRM Magazine’s 2018 CRM Service Awards. This is the second consecutive year CRM Magazine has recognized Pega after naming the company as the “one to watch” in the same category in 2017. Continue reading Pegasystems Named a Leader in Customer Case Management in 2018 CRM Service Awards →

Artificial Intelligence, Technology

Avaya and Afiniti Partner to Bring AI-Driven Behavioural Pairing to the Contact Centre

Avaya, the world’s leading provider of contact centre solutions, and Afiniti, the world’s leading provider of AI-based behavioural pairing solutions announced a strategic partnership to improve enterprise customer experience and contact centre performance through a unique integration of artificial intelligence into contact centre routing technology. Continue reading Avaya and Afiniti Partner to Bring AI-Driven Behavioural Pairing to the Contact Centre →

Outsourcing, Partnerships

Sitel Group Partners with CallMiner to Improve Customer Experiences Through Speech Recognition and Omnichannel Engagement Analytics

Sitel Group, one of the largest customer experience companies in the world, announced that it has partnered with speech analytics software provider, CallMiner, to further improve brands conversations with their customers. Continue reading Sitel Group Partners with CallMiner to Improve Customer Experiences Through Speech Recognition and Omnichannel Engagement Analytics →

Technology

Appian Announces Strategic Technology Alliance with Genesys

Appian announced a strategic technology alliance with Genesys®, the global leader in omnichannel customer experience and contact centre solutions. The partnership will benefit organizations seeking next-generation customer engagement solutions that integrate the case management, intelligent automation, and low-code application development capabilities of Appian with the Genesys Customer Experience Platform. Continue reading Appian Announces Strategic Technology Alliance with Genesys →

Acquisitions & Mergers

Mitel Enters into Definitive Arrangement Agreement to be Acquired by Affiliates of Searchlight Capital Partners for $2.0 Billion

Mitel® announced that it has signed a definitive arrangement agreement to be acquired by an investor group led by affiliates of Searchlight Capital Partners, L.P. (“Searchlight”) in an all-cash transaction valued at approximately $2.0 billion, including Mitel’s net debt. Continue reading Mitel Enters into Definitive Arrangement Agreement to be Acquired by Affiliates of Searchlight Capital Partners for $2.0 Billion →